Introduction to Totango

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Why Customer Engagement Management? Creating an ACTIVE and ENGAGED online user-base, results in more VALUE for users and better MONETIZATION for vendors.

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Introduction to Totango

  1. 1. Customer Engagement Management Powering the Customer Era
  2. 2. Why Customer Engagement Management?To create an ACTIVE and ENGAGEDonline user-base, resulting in more VALUE for users and better MONETIZATION for vendors.Trial Conversion Retention CLTV +37% +15% +109%* *+28% annually for 3 years
  3. 3. 2.1 million accounts managed for our customers
  4. 4. Did You Know? 50% of Users arenot using the service they paid for; 90% of which will eventually cancel.
  5. 5. Customer Command & Control Center
  6. 6. How it Works? Engagement Dynamic Segments Engagement Signals Workflow Automation Plays Usage Right Message In-AppLicenses Utilized Right Customer E-MailTrouble Tickets Right Time Phone Transactions Right Channel Training
  7. 7. The Customer Adoption ModelThe first step is adopting a model thatis inline with the value delivered to the customer USERS USAGE FUNCTIONALITY GROW FIRST VALUE DECREASE START ONBOARD NOT USING FAILED
  8. 8. The Customer Adoption ModelAs a customer evolves, their usage tells uswhat’s going on: - More usage, more value - Less usage, less value USERS USAGE FUNCTIONALITY GROW FIRST VALUE DECREASE START ONBOARD NOT USING FAILED
  9. 9. SegmentingProgressIs an account making progress?START FIRST VALUE Onboarding Established All Good: All Good: Healthy usage; Healthy usage; New, just started onboarding Full license utilization Notice: Notice: Little usage; Moderate decline in usage; Still onboarding after 30d Partial license utilization Risk: Risk: No usage; Sharp decline in usage; Still onboarding after 60d Very low license utilization
  10. 10. Totango active-lists identify how to engage your trial usersTrial - Curiosity Recommended Actions Trial - Evaluating • Hot: Contact immediately Trial - Hot • Evaluating: Nurture weekly with specific how-to tips • Curiosity: Nurture monthly with top-of-mind content
  11. 11. Totango active-lists identify how to engage your paying usersEstablished - Risk Recommended Actions Established - Watch • Risk: Contact immediately Established - All Good • Watch: Monitor closely, Schedule a review • All Good: Follow progress, Monthly review
  12. 12. Next StepsComplimentary Assessment Customer Adoption Model Engagement Signals Engagement Plays Free 30-Day Trial www.totango.com
  13. 13. Customer Engagement Management Thank You!

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