How our Early Warning System Helps Us Retain 12k+ Customers
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From Customer Success Summit 2017 - Ephrat Geisler, Business Intelligence Operation Manager at AppsFlyer, discusses "How our Early Warning System Helps us Retain 12k+ Customers". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.
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How our Early Warning System Helps Us Retain 12k+ Customers
- 1. PRODUCED BY How our Early Warning System Helps us Retain 12k+ Customers
- 2. PRODUCED BYPRODUCED BY AppsFlyer • The leading Mobile Attribution & Marketing Analytics platform • Help marketers optimize ROI on advertising spend • Founded 2012 • Over 50 CSMs in 11 Offices worldwide 250B Mobile Actions Measured Per Month Advertisers 12K+2,000+ Integrated Partners
- 3. PRODUCED BYPRODUCED BY Ad Networks Agencies UsersAdvertisers
- 4. PRODUCED BYPRODUCED BY The Goals • Be Proactive • Value, Value, Value • Prioritize & Focus • Increase Customer Satisfaction • Reduce Churn
- 5. PRODUCED BYPRODUCED BY AppsFlyer and Totango • Sep 2015 - Implementation • May 2016 - Implementation Take 2 à Success! • More data • Hands-on sessions with our Teams • Increased adoption
- 6. PRODUCED BYPRODUCED BY What Makes AppsFlyer Unique? • Driving Totango Adoption • Dedicated Champion • Training • One-on-One Sessions • Using Totango as an Early Warning System
- 7. PRODUCED BYPRODUCED BY Using Totango as an Early Warning System • Identify Technical Issues (drop in traffic / SDK Issues) • Recognize Potential Churn (active customers) • Recognize Potentially Lost Prospects (during Onboarding) • Track “Last CSM Touchpoint”, and more All before the customer realizes it !
- 8. PRODUCED BYPRODUCED BY Results • Reduced Churn (0% churn for customers over $50K ARR) • Extraordinary Customer Success • Empowered CSMs • Efficiency and Outstanding Time Management
- 9. PRODUCED BYPRODUCED BY Most Important Takeaways • Think outside the box • Be creative. Look beyond the data. • Create a great relationship with the Teams - Trust and Feedback • Dedicated Totango Champion • Teams must see the value - “What’s in it for me”
- 10. PRODUCED BY THANK YOU Ephrat Geisler ephrat@appsflyer.com
- 11. PRODUCED BY Q&A