Beta is over and the raves are in! Customers that are using Totango's Customer Success Campaigns have fallen in love with its functionality. This presentation is from our webinar, "Making Customer Engagement Immediate, Relevant, and Automated" featuring customer TrackMaven, and Totango. Webinar: https://youtu.be/H287tg8pvwc?t=58s Learn why there is a need for Customer Success Campaigns in every customer success organization and see a few demo slides to see how easy it is to use. Totango's customer, TrackMaven, also presented. Jamey Jeff, SVP of Customer Success and Operations, shared how and why they are using Customer Success Campaigns, such as helping with new customer onboarding and driving product adoption. In case you aren't familiar with this unrivaled innovation, Customer Success Campaigns, in a nutshell, is the new, automated way for Customer Success Managers to effectively communicate with ALL their customers (including every user) with authentic, relevant messages triggered by real-time customer behavior.

1. WEBINARS
DRIVING ADOPTION
WITH CUSTOMER
SUCCESS CAMPAIGNSNEW!

2. Learning about what’s new
Jamey Jeff
SVP, Customer Success and Operations
TrackMaven
jamey@trackmaven.com
Maksim Ovsyannikov
Chief Product Officer
Totango
maksim@totango.com

3. Internal Processes Management
manage the team and disseminate best
practices across each step of customer
journey
Customer Communications
Management
automated targeted customer
communications tailored for
customer success.
Financial management
churn reduction, expansion, upsell
and renewals.
Customer Communications and Technology
A winning formula for customer success

4. Why customer success campaigns?
• Different from marketing
automation tools.
• Based on customer success
data.
• In the hands of customer
success professionals, not
marketing.
Finally – technology made for
customer success communications

5. • Not based on vanity
marketing attributes
• Target the right user at
the right time
• Use engagement data
and success metrics to
decide who to target
How is it different from marketing automation tools?
Using data
about
customers
Tracking real
CS goals
Supports
customer
journey
stages
Real Time
• Track success, not
open rates.
• Design your own goals
• Amplify campaigns
that improve customer
success
• Onboarding
• Welcome new users
• Education and Training
• New feature adoption
• Upsell
• Real customer success
processes
• One time or ongoing
• Acts immediately as
your users act within
your application

6. Campaigns in Totango: Dedicated Destination in Totango
Administrators in Totango are able to manage campaigns

7. Campaigns in Totango: Creating Campaigns
Just few steps and your campaign is ready

8. Campaigns in Totango: Creating Campaigns
Speak the language of customer success when creating campaigns

9. Campaigns in Totango: Targeting a Segment
Incredibly powerful segmentation at your fingertips

10. Campaigns in Totango: Setting a Goal
Easy-to-set goals that measure actual customer success, not vanity metrics

11. Campaigns in Totango: Choosing a Template
You don’t have to be a designer or a marketer to send beautiful campaigns

12. Campaigns in Totango: Composing the message
Powerful fallback, preview & ability to insert attributes into your message

13. Campaigns in Totango: Activating a campaign
Schedule and enable your one time or recurring campaign

14. Campaigns in Totango: Individual Campaign Stats
Detailed stats for each campaign

15. TrackMaven
Competitive Intelligence
for Digital Marketers
TrackMaven

16. TrackMaven
TrackMaven
Backed by the world’s
largest venture fund:

17. — TrackMaven —
Powering effective
content through data-
driven insights.

18. Competitive Intelligence for
Digital Marketers
EARNED MEDIA TRAFFIC SEO TEXT ADS DISPLAY ADS CONTENT
MARKETING
EMAIL
TWITTER FACEBOOK PINTEREST INSTAGRAM YOUTUBE
LINKEDIN GOOGLE+ TUMBLR
TrackMaven

19. TrackMaven
TrackMaven
Customer Success
‣ On-boarding
‣ Adoption
‣ Value Delivery
‣ Trusted Advisor
We’re not just here to teach you how to use TrackMaven.
We’re here to teach you how to be a better marketer with TrackMaven.

20. Onboarding
LEARN APPLY
Kickoff Quick Start Topics and Tactics Iteration Graduation
Week 0 Week 1 Week 2 Week 4 Week 6
• Assess as is/
to be states
• Set short-
term and
long-term
goals for
partnership
• Learn about
TrackMaven
functionalities
• Understand
benchmarking
and reporting
• Confirm
understanding of
benchmarking
approach
• Learn how to
identify topics and
tactics to improve
marketing results
• Confirm methods
for identifying
performance
improvement
opportunities
• Learn how to set
and measure
progress toward
goals
• First Quarterly
Business Review
• Confirm cadence
and readiness
• Discuss
upcoming
content tests
• Goals,
configuration,
and workflow
confirmed
• Able to report
on key channel
health and
performance
• Able to use all
TrackMaven
modules in
concert
• Regular data-
driven cadence is
established
• Near term goals
are established
• You’re off and
running!
ObjectivesOutcomes
TrackMaven

21. Shifting Gears
2013 2014 2015
Size of
Team
1
Customer Success
4
Customer Success
14
Mid-Market CS
Enterprise CS
CS Operations
Customer Support
2015
Foundation
Execution
Sophistication
Scalability
2016
TrackMaven

22. TrackMaven
Totango & Campaigns
‣ Reinforcing On-boarding
‣ Deepening Adoption
‣ Communicating New Features
‣ Unexpected: UI/UX

23. TrackMaven
Onboarding Campaign
‣ 31% Open Rate
‣ 17% Goal Achievement (Targeted Users)
‣ 54% Goal Achievement (Users who Viewed)
‣ 40% Goal Achievement (Accounts)

24. TrackMaven
Feature Release Campaign
‣ 23% Open Rate
‣ 2% Goal Achievement (8% of Opened)

25. TrackMaven
Thanks!

26. Jamey Jeff
SVP, Customer Success and
Operations
Maksim Ovsyannikov
Chief Product Officer
@totango @trackmaven
maksim@totango.com jamey@trackmaven.com
QUESTIONS?