Quick Tip Video - Account Profile

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Transcript

In this video, you’ll review the account profile. Major topics include: What is my working level (and what does that mean)? What kind of data is included in an account profile? How are contacts handled?

The Account Profile is a holistic view to see all information about a customer. You can get here by searching for the account name, clicking in from a segment view, from your portfolio or other dashboards. The view you’re seeing here may look different than your own because these widgets, and all the fields within them–what we call attributes, metrics, or dimensions–are all customizable by your global admin.

Additionally, the account types you may see at the top are also custom to your company. In the simplest terms, your working level, as a portfolio manager or CSM, is wherever you are assigned to manage the account information and where you will log engagements–touchpoints, tasks, etc. Account assignment may give you privileged access to some attributes that others cannot view. Everything else in this view really depends on how the “parent” account type is set up and its hierarchy structure.

For example, *this* structure keeps all usage and contract data within each product, so its parent profile (in this example, line of business) shows aggregate values, as does *its* parent profile (region), which all rolls up to the ultimate parent profile. But maybe account assignment and contacts *are* defined at each level, so you might have multiple working levels if you happen to manage the parent account and one of the products–or any other hierarchy configuration you might have in place.

Regardless of the account type, every view will show you the key information. These are the most used attributes at this level that you’ll likely want to see day to day. You can also see recent changes, which shows you the new and the old value for a specific time frame for any data point at this profile level. And then All tab is where you can find a complete list of all attributes for this account type, and you can use the search bar to easily find it.

What else is on the OVERVIEW of an account profile? Again, everything here could be customized, but let’s cover some standard widgets; the first one is health. The health profile is also configurable for what parameters must be met to equal poor, average, or good. And, with dimensional health, you’ll not only see an overall health score, but you can also see the score for each dimension. Each box below represents a week, so you can quickly see health retroactively. It looks like October we had a bit of a dip. The dollar signs represent an upsell during that time.

Status allows you to see the account’s current stage of various life cycles. One example of a lifecycle is for the customer journey–however your business defines that–onboarding, nurture, and so on. You may also have a separate lifecycle for the Onboarding stage itself, to represent where this customer is at before they’re up and running. Value metrics are based on usage information for your products, so you can see your top users and what modules and activities they're using. You can also find usage data in the Usage tab for an expanded view. Think of modules as the macro level of your product features and activities as the micro level.

Back at the Overview, you may also see data within the Support widget, which allows you to see how many tickets this customer has, the priority, and so on. The remaining data here are collections, so this could be any kind of list or grouping of information that your admin is bringing into Totango, perhaps opportunities from your CRM, as an example.

On the right side of the Overview, you’ll see an at-a-glance view of tasks and a timeline of activity for this account. So whenever you log touchpoints and tasks to this account, they will show up here and within the Timeline and Plan tabs for a detailed, chronological record. Of course they will also be included in your My Portfolio, and you can complete tasks from either location. Totango also allows for plan summaries with success outcomes, which you can learn about in another video.

Back at the Overview, the Account Assignment widget that we mentioned earlier will show every team member at your company using Totango that is associated with this account in some way. Perhaps a Solutions Engineer, CSM, Support Manager, AE, and so on. Contacts are the people at the customer’s company that you’re working with. If the contacts widget exists here, then other contact-related widgets like NPS may also be part of the Overview. Just like account assignment, you can associate a customer profile to multiple account types. So maybe the VP is your key contact at the product level, but not a key contact at the region level. Either way, there’s one profile for this person, which also has customizable attributes that are configured by your admin. You can either create a contact ad hoc, or your admin may be bringing them in from a CRM.

Assets are just client documents that anyone in your organization can keep handy within this view–like a fully executed order form or a QBR deck or even a link. You can also pop over to the Assets tab for an expanded view. You may also see additional tabs that your admin can add to embed external links within Totango or give you quick access to other actions.