Totango 3 tips to grow retain customers

3 Sure Fire Tips to Retain & Grow Customers April 2012

Revenue Acceleration throughout the Lifecycle 1.4 Million Businesses Analyzed and Optimized drive conversion grow lifetime value boost retention

The GoalNegative Churn >100% Renewal Rate

1Focus on Customer Engagement

Engagement = Customer Spending Customer Actions Speak LoudestReal Time Streams AttributesTime spent Tickets submittedActive users Bills paidFeatures used Referrals madeRelative engagement Webinars attended

Fun Fact # 1Did you know that:Free trial users who are still activeduring day three of their trial were fourtimes more likely to convert intopaying users than the averagecustomer 4/10

Fun Fact #2Did you know that:A full half of paid SaaS customers log in less than oncea month or do not use their paid service at all. 6/10

Fun Fact #3Did you know that:Most cancellations were preceded bya period of non-use 8/10

2Build a Customer Success Team

Customer Support > Customer Success Help Customers Be Successful Customer Support DocumentationSales Engineering Pro Services

3Deliver Personalized Content

Right Content at The Right TimeNext Best Action based on User ActionsIn-App How-To E-mail Knowledge Base Call Coaching

Drive Engagement to Accelerate RevenuesCollect usage and Build smart profile for Take the rightdigital interaction each user and smart engagement actionsignals. segments of accounts suitable for each based on user actions user/customer.

www.totango.com

Thank You! Dominique Levin VP Marketing, Totango @totango @nextgencmodominique@totango.com

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Totango 3 tips to grow retain customers

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