Totango Webinar: Identifying potential churn problems and more!
Identify Potential Churn Problems
New Features review, March 2014
Co-Founder, Chief Customer Officer
+1 (650) 646-1790
Goals for today
• Use Engagement Reports to better understand
your customers health
• Get perspective on account health, and
diagnose the reasons
• Sneak preview of the extended health score
• Visualize and learn
– Current Status (of almost anything…)
– Is there any improvement?
– What are the reasons?
– Where do I need to focus?
Engagement Reports – Use cases
• What’s the health of my customers?
• How is my renewal pipeline looking?
• How are features being adopted and by who?
• Of our accounts at risk, how many are
onboarding-risk vs. ongoing-risk?
• How many engaged trial accounts do we have?
Is that number growing?
Extended Health Score Card
• Adaptive Scorecards
– Different scorecard based on customer contract,
status and lifecycle stage
• Based on any KPIs
– Application engagement, utilization levels, usage
thresholds, support rates