The most reliable, customizable, and comprehensive customer health analytics in the industry.
Our industry-leading approach to customer health monitoring and configuration improves your customer retention rate. By individualizing and customizing the health score parameters for any customer profile, you can set up the necessary signals to manage your customers’ engagement and success.
Get alerts when a customer’s health has changed and know the reasons why. Create a customized set of alerts and active-monitors for your customer portfolio and get notifications about customers that are falling behind or moving forward.
Get an overview of your entire customer base, dive into specific segments (e.g., onboarding customers), monitor health trends over time, and evaluate the performance of every CSM — all in one dashboard.
Track specific actions among your customers. Create a customized set of alerts and active-monitors for your customer portfolio that notify you about customers that haven't adopted a new feature, are falling behind in onboarding, or are becoming power users.
Create and define key metrics that track the ROI of your customers with your product in a matter of minutes. Track ROI in terms of improved revenue, increased productivity, and higher quality of outcomes. Incorporate these metrics into your customer health model, into executive reports and to drive automated nurturing campaigns.
Trust us, this part really matters. It’s the technology that monitors your customers along every step in their
journey from onboarding to adoption to renewals and beyond.
A new approach to productivity that enables you to work by exception and at scale.
Track the performance of your own customer base and manage your interactions in one central place. Get a snapshot of your accounts including an overall portfolio score, your portfolio value, and recent customer alerts. Add the accounts you are currently working on to your personal attention center, so you can assign and prioritize customer tasks and collaborate with other team members.
Have the right information and history before you reach out to a customer. From account health history and activity timeline, to usage benchmarks (against other similar customers) and user leaderboards, to real-time metrics such as engagement scores and custom ROI metrics, get unprecedented context and visibility on your customers in one place.
A team coach built into your customer success software. Use SuccessPlays to automatically guide individual team members with recommended actions or tasks for a wide variety of situations from addressing onboarding delays to identifying/fulfilling customer training needs to driving upsell opportunities. Establish consistent processes to deliver the appropriate attention to each customer.
Run personalized campaigns to drive customer success. Use Totango to deliver targeted messages to users and accounts based on specific behavior and actions. For example, when account usage drops – or stops – trigger an “how can we help” email automatically.
Keep a pulse on the entire business with configurable reports. Track revenue at risk, customer health by journey stage, individual CSM productivity and more with an easily configured and customizable dashboard.
Contact us to get more information.