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Totango 3 tips to grow retain customers


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Totango 3 tips to grow retain customers

  1. 1. 3 Sure Fire Tips to Retain & Grow Customers April 2012
  2. 2. Revenue Acceleration throughout the Lifecycle 1.4 Million Businesses Analyzed and Optimized drive conversion grow lifetime value boost retention
  3. 3. The GoalNegative Churn >100% Renewal Rate
  4. 4. 1Focus on Customer Engagement
  5. 5. Engagement = Customer Spending Customer Actions Speak LoudestReal Time Streams AttributesTime spent Tickets submittedActive users Bills paidFeatures used Referrals madeRelative engagement Webinars attended
  6. 6. 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
  7. 7. 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
  8. 8. Fun Fact #3Did you know that:Most cancellations were preceded bya period of non-use 8/10
  9. 9. 2Build a Customer Success Team
  10. 10. Customer Support > Customer Success Help Customers Be Successful Customer Support DocumentationSales Engineering Pro Services
  11. 11. 3Deliver Personalized Content
  12. 12. Right Content at The Right TimeNext Best Action based on User ActionsIn-App How-To E-mail Knowledge Base Call Coaching
  13. 13. 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.
  14. 14.
  15. 15. Thank You! Dominique Levin VP Marketing, Totango @totango