Customer Success Glossary

Welcome to our list of common Customer Success terms. Keep up with our continually evolving industry and empower yourself with the latest Customer Success terms, definitions, and knowledge.

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SuccessPlays

Totango’s proprietary SuccessPlays are a set of tasks or actions triggered automatically on accounts when they match pre-defined criteria. The automated workflows that are triggered provide a templated action plan to Customer Success Managers so they can focus and complete them to achieve the necessary outcomes in a timely manner.

Key Features of SuccessPlays

SuccessPlays help teams deliver consistent and proactive customer success practices tailored to your company’s unique best practices. They help to standardize workflows so you can achieve effective delivery, increasing the scale of your team and reducing churn. Some key features of SuccessPlays include: 

  • Automatic assignment: when accounts fit pre-defined criteria, a set of tasks can be triggered and assigned to the right team members automatically
  • Best practices: Totango provides out of-the-box SuccessPlays that define best practices in customer success that are customizable to cater to your business needs.
  • Forms: Create and send custom forms to internal users to gather account information in a simple, intuitive manner. 

Learn More about SuccessPlays

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What's inside a SuccessBLOC?

A framework at your fingertips

SuccessBLOCs–a groundbreaking, modular concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives.

Each SuccessBLOC contains goals that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.

GOALS & KPIs

Your guiding light

SuccessBLOCs–a groundbreaking, modular concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives.

Each SuccessBLOC contains goals that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.

Segments

Filter, analyze, and act

SuccessBLOCs–a groundbreaking, modular concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives.

Each SuccessBLOC contains goals that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.

Reports

Something here

SuccessBLOCs–a groundbreaking, modular concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives.

Each SuccessBLOC contains goals that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.

Campaigns

Scale your connectivity

SuccessBLOCs–a groundbreaking, modular concept in customer success, allowing organizations to start with their most critical business priority first, and grow into broader customer success initiatives.

Each SuccessBLOC contains goals that guide enterprises through the successful completion of each stage in the customer journey with relevant KPIs, dashboards, analytics and best practices.