Totango: 3 Steps To Accelerate Revenues From Existing CustomersTotango
You can't manage what you can't measure.
Utilize real-time customer analytics to personalize communications to your existing customers by helping them gain the most value from your offerings.
Did you know that about 80-90% of your company's revenues come from existing customers?
How to Build an Effective Customer Health ModelTotango
Your customers’ success is critical to your business. But how do you define and measure their success? Should you look at the number of support tickets, rate of adoption, revenue per customer, churn rate, net promoter score, or customer lifetime value?
Instead of looking at specific metrics, you need to take a holistic view of the customer using a Customer Health value. Health definitions should incorporate several KPIs and variables, such as business outcomes, lifecycle stage, product usage, license utilization, support tickets and other relevant information.
In these slides presented during our webinar, you'll learn how to build an effective health model to measure real business outcomes, drive retention and increase revenue. Presented by Jill Rubin, CMO of Totango, and Isabelle Rochon, Director of Customer Success from iPerceptions, a Totango customer.
This was presentation given by Dr Hugo Minney from the APM Benefits Management Specific Interest Group (SIG). The SIG was established in May 2009 for the benefit of members, the APM and the profession in general and their vision is to: "develop and promote benefits management as a core driver of successful project, programme portfolio and change management".
The APM Scotland branch welcomed Dr Minney to the Blythswood hotel in Glasgow to make this presentation.
A large audience attended Hugo’s presentation entitled “Managing benefits from projects – the NHS way”. Hugo has extensive experience within the English NHS and his presentation included lessons which are applicable to the Scottish NHS.
Hugo has a particular focus on social return on investment (SROI) – identifying, measuring and maximising the economic, environmental and social success. He also has expertise in proposal and bid writing, and in identifying the "hard to measure" things so important for investment decisions such as the value of staff sickness, employee inspiration, customer retention. Hugo is currently company secretary of a GP-led federation with 170,000 registered patients.
The presentation explored the question “what is benefits management?” and where it fits into project management. Hugo used examples from NHS England to illustrate why projects failed and looked at how benefits management can drive successful projects. He then contrasted this with some success stories and examined the tools and approaches that made them work.
Summer Lindman. "The phases of building out a robust customer health score"Octopus Events
1. Phase 1: Decide what “customer health” actually means to your business.
1.1. Is customer health a metric you want to use to predict churn, or is it a metric used by customer success to focus their efforts on the right clients.
1.2. How often do you want to (or can) update your customer health score?
1.3. What elements do you want to look at?
- Usage,
- Engagement,
- NPS score,
- Length of time as a customer,
- Executive alignment.
1.4. What are the weights of the score?
1.5. Is it only quantitative information, or also qualitative?
2. Phase 2: Put your health score into practice.
2.1. Get buy-in from your executive team.
2.2. Gain adoption from the teams.
2.3. Begin using health as a measure of performance for customer success and product teams.
3. Phase 3: Analyze and iterate.
3.1. Are we calculating the health score often enough? How frequently is it changing?
3.2. Are each of our metrics something the teams can influence? Are we looking at the most impactful metrics?
3.3. Are our weights correct?
4. Phase 4: Revise and repeat.
Service Level Objectives (SLO) have become steadily more relevant to many organizations adopting SRE best practices pioneered by Google. The promise of SLO methodology is appealing: provide a common ground for product teams and whole organizations to inform reliability, development, and even business decisions.
Although SLOs have been around for a long time, there is plenty of confusion and potential pitfalls on the journey to adopt it. A lot of attention and discussion is spent on technical implementation and tooling for SLI, SLO and error budget, however the major struggle and risk lie in a different dimension. More often than you would expect, individual teams and whole organizations spend months and even years to implement SLOs to end up with colourful dashboards which are then quickly abandoned. Does this sound familiar? In this talk Yury will discuss:
A typical journey organizations take implementing SLO methodology
Common pitfalls they run into along the way
How you can ensure your SLO journey takes you to the next maturity level
The 4 Pillars: Essentials for Workplace Mental Health and Benefits StrategiesAggregage
https://www.compandbenefitstoday.com/frs/23381670/the-4-pillars--essentials-for-workplace-mental-health-and-benefits-strategies/email
Promoting and sustaining a psychologically safe work environment becomes less of a task when employee benefits are included in the discussion. For any organization looking to move things forward, the key is to go beyond just EAP and training sessions to create a sustainable, healthier culture by integrating your broader HR, DEI, and benefits programs.
Join Sean Raible, total rewards expert and workplace mental health strategist, for the 4 essential pillars to any workplace mental health strategy.
Learning objectives:
• Breakdown of the 4 pillars
• Where to start and how to get your senior leadership team to buy in
• Critical programs and processes that need to be part of your review and impact employees' mental health
• Where your benefits programs can be enhanced/reviewed to support employees' mental health
• Future trends in workplace wellness and mental health
Totango: 3 Steps To Accelerate Revenues From Existing CustomersTotango
You can't manage what you can't measure.
Utilize real-time customer analytics to personalize communications to your existing customers by helping them gain the most value from your offerings.
Did you know that about 80-90% of your company's revenues come from existing customers?
How to Build an Effective Customer Health ModelTotango
Your customers’ success is critical to your business. But how do you define and measure their success? Should you look at the number of support tickets, rate of adoption, revenue per customer, churn rate, net promoter score, or customer lifetime value?
Instead of looking at specific metrics, you need to take a holistic view of the customer using a Customer Health value. Health definitions should incorporate several KPIs and variables, such as business outcomes, lifecycle stage, product usage, license utilization, support tickets and other relevant information.
In these slides presented during our webinar, you'll learn how to build an effective health model to measure real business outcomes, drive retention and increase revenue. Presented by Jill Rubin, CMO of Totango, and Isabelle Rochon, Director of Customer Success from iPerceptions, a Totango customer.
This was presentation given by Dr Hugo Minney from the APM Benefits Management Specific Interest Group (SIG). The SIG was established in May 2009 for the benefit of members, the APM and the profession in general and their vision is to: "develop and promote benefits management as a core driver of successful project, programme portfolio and change management".
The APM Scotland branch welcomed Dr Minney to the Blythswood hotel in Glasgow to make this presentation.
A large audience attended Hugo’s presentation entitled “Managing benefits from projects – the NHS way”. Hugo has extensive experience within the English NHS and his presentation included lessons which are applicable to the Scottish NHS.
Hugo has a particular focus on social return on investment (SROI) – identifying, measuring and maximising the economic, environmental and social success. He also has expertise in proposal and bid writing, and in identifying the "hard to measure" things so important for investment decisions such as the value of staff sickness, employee inspiration, customer retention. Hugo is currently company secretary of a GP-led federation with 170,000 registered patients.
The presentation explored the question “what is benefits management?” and where it fits into project management. Hugo used examples from NHS England to illustrate why projects failed and looked at how benefits management can drive successful projects. He then contrasted this with some success stories and examined the tools and approaches that made them work.
Summer Lindman. "The phases of building out a robust customer health score"Octopus Events
1. Phase 1: Decide what “customer health” actually means to your business.
1.1. Is customer health a metric you want to use to predict churn, or is it a metric used by customer success to focus their efforts on the right clients.
1.2. How often do you want to (or can) update your customer health score?
1.3. What elements do you want to look at?
- Usage,
- Engagement,
- NPS score,
- Length of time as a customer,
- Executive alignment.
1.4. What are the weights of the score?
1.5. Is it only quantitative information, or also qualitative?
2. Phase 2: Put your health score into practice.
2.1. Get buy-in from your executive team.
2.2. Gain adoption from the teams.
2.3. Begin using health as a measure of performance for customer success and product teams.
3. Phase 3: Analyze and iterate.
3.1. Are we calculating the health score often enough? How frequently is it changing?
3.2. Are each of our metrics something the teams can influence? Are we looking at the most impactful metrics?
3.3. Are our weights correct?
4. Phase 4: Revise and repeat.
Service Level Objectives (SLO) have become steadily more relevant to many organizations adopting SRE best practices pioneered by Google. The promise of SLO methodology is appealing: provide a common ground for product teams and whole organizations to inform reliability, development, and even business decisions.
Although SLOs have been around for a long time, there is plenty of confusion and potential pitfalls on the journey to adopt it. A lot of attention and discussion is spent on technical implementation and tooling for SLI, SLO and error budget, however the major struggle and risk lie in a different dimension. More often than you would expect, individual teams and whole organizations spend months and even years to implement SLOs to end up with colourful dashboards which are then quickly abandoned. Does this sound familiar? In this talk Yury will discuss:
A typical journey organizations take implementing SLO methodology
Common pitfalls they run into along the way
How you can ensure your SLO journey takes you to the next maturity level
The 4 Pillars: Essentials for Workplace Mental Health and Benefits StrategiesAggregage
https://www.compandbenefitstoday.com/frs/23381670/the-4-pillars--essentials-for-workplace-mental-health-and-benefits-strategies/email
Promoting and sustaining a psychologically safe work environment becomes less of a task when employee benefits are included in the discussion. For any organization looking to move things forward, the key is to go beyond just EAP and training sessions to create a sustainable, healthier culture by integrating your broader HR, DEI, and benefits programs.
Join Sean Raible, total rewards expert and workplace mental health strategist, for the 4 essential pillars to any workplace mental health strategy.
Learning objectives:
• Breakdown of the 4 pillars
• Where to start and how to get your senior leadership team to buy in
• Critical programs and processes that need to be part of your review and impact employees' mental health
• Where your benefits programs can be enhanced/reviewed to support employees' mental health
• Future trends in workplace wellness and mental health
Gainsight is a versatile tool for surveys. Deep-dive into the approach and setup for sending NPS Surveys and more. How can you leverage Copilot to make the survey experience easier?
Introduction to customer success guy nirpaz, totangoGuy Nirpaz
Customer Success introduction by maturity levels. This is a presentation I've given at CEOQuest.
Many companies these days are considering various sorts of implementing customer success organization in order to retain and grow the customer base.
However, what is the right way to put in place such a team, what is their charter and how can they be more successful.
5 Health Checks for Managing Customer RetentionTrustpilot
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
Check out this webinar featuring Brian Merritt, VP of Customer Success at Trustpilot, and Omer Gotlieb, Chief Customer Officer at Totango. The two of them will introduce 5 variables you should track to not only prevent churn, but to also grow recurring revenue.
Pulse Surveys - Do They Make Sense - 23jul15TalentMap
More and more, employers say short quarterly, monthly, weekly or even daily polls—sometimes a single question at a time—provide data on how their teams actually feel and catch problems before they fester. Frequent surveys are even replacing annual employee surveys at some companies, but most top employers are starting to use both.
10 Best Practices for Calculating Your Customer Health ScoresAmity
How do you know if a customer is healthy? Well... by referring to their Customer Health Score, of course.
When you're considering whether to establish a Customer Health Score, typically your end goal is to develop an Early Warning System to help your team focus on proactive Customer Success.
Having an effective health score will help you:
-Become proactive and data-driven
-Manage your entire customer base
-Have executive visibility on overall progress
In this webinar, we will discuss the 10 best practices you need to consider when calculating your Customer Health Scores.
Customer Success Management - Incentives and CompensationGainsight
Did you know there are 7 different ways to compensate and incent Customer Success Managers? Find out which ones work in 2015 in this webinar.
Like all aspects of Customer Success Management, best practices around CSM compensation and incentives are changing; mirroring the evolving role of front-line CSMs and the strategic alignment of the Customer Success organization.
To ensure that you’re operating with the latest and greatest information, join Bernie Kassar, SVP Customer Success at Xactly, and Gainsight Chief Customer Officer Dan Steinman, as they share the best practices for CSM Compensation and Incentives for 2015.
In this webinar, you’ll learn:
1. If a variable compensation model works best for Customer Success Managers
2. Whether Customer Success Managers should be carrying Revenue – or other – Quotas
3. What the best companies are basing Customer Success Managers’ success compensation on (CSat, Revenue, Renewals, etc.)
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
Customer Success - Why and How of Gainsight's 14 ElementsGainsight
These slides are from a breakfast event Gainsight hosted at the Royal Institution in Mayfair on Wednesday, the 13th of February. Dan Steinman, GM of Gainsight EMEA, and Easton Taylor, Director of Customer Success EMEA, shared best practices around organising for company-wide success and increasing revenue from within your customer base.
Adoption is more than just usage. It’s helping your customer get the most out of your services. Learn how Spark can help you elevate insights to drive desired actions, helping your customer unlock additional value. Learn more at totango.com
Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...Totango
In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, the second installment Escalation, you'll learn:
-Detecting, acting on and resolving customer escalations are a part of the Customer Success journey
-How Spark can help you dramatically improve the customer experience and reduce friction and frustration along the way
Find the on-demand webinar and more info at www.totango.com.
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Gainsight is a versatile tool for surveys. Deep-dive into the approach and setup for sending NPS Surveys and more. How can you leverage Copilot to make the survey experience easier?
Introduction to customer success guy nirpaz, totangoGuy Nirpaz
Customer Success introduction by maturity levels. This is a presentation I've given at CEOQuest.
Many companies these days are considering various sorts of implementing customer success organization in order to retain and grow the customer base.
However, what is the right way to put in place such a team, what is their charter and how can they be more successful.
5 Health Checks for Managing Customer RetentionTrustpilot
No one likes churn. And no one can afford a bad churn problem. So how do you prevent it? You need a way to monitor and manage the current health of every customer so you can accurately forecast each account’s likeliness to renew.
Check out this webinar featuring Brian Merritt, VP of Customer Success at Trustpilot, and Omer Gotlieb, Chief Customer Officer at Totango. The two of them will introduce 5 variables you should track to not only prevent churn, but to also grow recurring revenue.
Pulse Surveys - Do They Make Sense - 23jul15TalentMap
More and more, employers say short quarterly, monthly, weekly or even daily polls—sometimes a single question at a time—provide data on how their teams actually feel and catch problems before they fester. Frequent surveys are even replacing annual employee surveys at some companies, but most top employers are starting to use both.
10 Best Practices for Calculating Your Customer Health ScoresAmity
How do you know if a customer is healthy? Well... by referring to their Customer Health Score, of course.
When you're considering whether to establish a Customer Health Score, typically your end goal is to develop an Early Warning System to help your team focus on proactive Customer Success.
Having an effective health score will help you:
-Become proactive and data-driven
-Manage your entire customer base
-Have executive visibility on overall progress
In this webinar, we will discuss the 10 best practices you need to consider when calculating your Customer Health Scores.
Customer Success Management - Incentives and CompensationGainsight
Did you know there are 7 different ways to compensate and incent Customer Success Managers? Find out which ones work in 2015 in this webinar.
Like all aspects of Customer Success Management, best practices around CSM compensation and incentives are changing; mirroring the evolving role of front-line CSMs and the strategic alignment of the Customer Success organization.
To ensure that you’re operating with the latest and greatest information, join Bernie Kassar, SVP Customer Success at Xactly, and Gainsight Chief Customer Officer Dan Steinman, as they share the best practices for CSM Compensation and Incentives for 2015.
In this webinar, you’ll learn:
1. If a variable compensation model works best for Customer Success Managers
2. Whether Customer Success Managers should be carrying Revenue – or other – Quotas
3. What the best companies are basing Customer Success Managers’ success compensation on (CSat, Revenue, Renewals, etc.)
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
Customer Success - Why and How of Gainsight's 14 ElementsGainsight
These slides are from a breakfast event Gainsight hosted at the Royal Institution in Mayfair on Wednesday, the 13th of February. Dan Steinman, GM of Gainsight EMEA, and Easton Taylor, Director of Customer Success EMEA, shared best practices around organising for company-wide success and increasing revenue from within your customer base.
Adoption is more than just usage. It’s helping your customer get the most out of your services. Learn how Spark can help you elevate insights to drive desired actions, helping your customer unlock additional value. Learn more at totango.com
Escalation: Accelerate Customer Resolution Time and Increase Customer Satisfa...Totango
In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, the second installment Escalation, you'll learn:
-Detecting, acting on and resolving customer escalations are a part of the Customer Success journey
-How Spark can help you dramatically improve the customer experience and reduce friction and frustration along the way
Find the on-demand webinar and more info at www.totango.com.
Totango Spark: The Future of Customer Success has ArrivedTotango
Spark is finally here! Join our Customer Success industry expert and VP of Product Management at Totango, Ravit Danino, for this introductory webinar on the general availability of Spark.
Totango Spark empowers enterprises to quickly adopt and operationalize customer-centricity across their organizations, enabling them to complete their digital transformation and grow their business by becoming more customer-centered.
In this webinar we cover:
- How Totango Spark can guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices to achieve business goals faster.
- SuccessBLOCs - a groundbreaking, modular, concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives, each step is chosen by the business to meet specific customer success goals.
Find the on-demand webinar and more info at www.totango.com.
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In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, first installment Onboarding, you'll learn:
-How to dramatically improve the new customer onboarding journey
-Be able to meet the milestones in an onboarding project timeline and overall goals
-How to delight end users and enable a consistent and efficient experience
-Ensure the customer post onboarding is adopting the product or service
Find the on-demand webinar and more info at www.totango.com.
Totango Case Study: Million Dollar Bet: Dimension Data is All-in for Customer...Totango
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Artificial Intelligence and Machine Learning have come to fruition but what does it really mean for your CS organization? What does AI and ML really mean and how they can be applied to increase efficiency and accelerate insights.
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3. 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
card
3
Totango Confidential
4. Engagement Reports
• Visualize and learn
– Current Status (of almost anything…)
– Is there any improvement?
– What are the reasons?
– Where do I need to focus?
4
Totango Confidential
5. 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?
5
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7. Account Profile – Health History
• Perspective on an account Health
– Changes of health score over time
– Overlay key contract changes – renewal, upsells
7
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8. Account Profile - Trends
• Diagnose like never before
– Review changes for any data point
– No. of active users, login, any user action, attribute
8
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10. 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
10
Totango Confidential