Logitude World’s Gain and Retention Strategy: Customer Success
When operating on a universal scale, it’s important to keep customer engagement in mind.
Naturally, Logitude World wanted to gain insight during their clients’ trial period to identify critical elements of customer usage and opportunities. Like many SaaS companies out there, they had considered developing an in-house solution but realized their resources could be better spent developing their core technology. Why reinvent the wheel when a real-time customer engagement platform like Totango is already available?
Using Totango, Logitude World has improved trial to paid conversions by:
1. Identifying meaningful users and the product components they value most
“We had a client who expressed interest in our product, and through his trial usage we were able to learn which feature and components were important to him. However, at one point he stopped using the product. I tried following up, but he didn’t respond.
A few months later, Totango notified me that this client was back using our product again. Immediately I contacted him and inquired how I could help. He said that his company had some organizational changes, and that now they were serious about purchasing our product. My ability to understand his usage history and react to his reappearance really made an impression on him, communicating that we cared about his business.”
2. Reacting to alerts that notify when a prospective client is stuck
“Through Totango, I was able to see that a new client was having trouble accessing his account. I immediately contacted him and after some investigation we discovered that the problems he was experiencing didn’t relate to our product at all.
It’s common that new customers have a lower threshold for these kinds of ‘bumps’. Totango not only brought this problem to my attention as soon as it happened, it also helped me be part of finding the solution. This experience made all the difference for the client, and ultimately, for us.”
3. Reviewing detailed account histories of usage and engagement
“I check our clients’ Account Profiles on a daily basis, to monitor engagement levels and understand whether I need to reach out and provide assistance or capitalize on a sales opportunity.”
Customer success is now a crucial element in Logitude World’s growth and retention strategy. By helping their customers get value from their service, they are watching trial to paid conversions grow, a true example of how your success is your customers’ success.