Customer 360

Surface real-time insights into your entire customer base, all in one place.

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Strengthen your community

Welcome new community members and re-engage inactive members to ensure your community has a strong use base.

Build customer loyalty and trust

Listen to and understand feedback, follow up on product ideas, and celebrate community wins with your customers.

Improve customer relationships

Proactively utilize the valuable insights extracted from community engagement data to improve customer relationships.

What's included in this SuccessBLOC?

Each SuccessBLOC is embedded with industry best practices to help you get started quickly and achieve customer outcomes faster.

Goals & KPIs




Goals & KPIs

Measure what matters

Pre-built scorecards include KPIs—including registration trend and number of users posting discussions—to measure registration, engagement, and feedback.

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In-App Segmentation
Totango In-app builder


Understand your audience

Pre-configured audience segments—including customers with registered users and users who have posted a discussion—to better understand user engagement.

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Automate activity

Triggered workflows containing tasks and actions to proactively follow up on user ideas, celebrate account engagement, and assign a community manager.

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In-App Segmentation
Totango In-app builder


Communicate effectively

Automated emails triggered by account and user segments to welcome new users to the community and engage inactive community members.

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See a 360 View of Your Customers

Surface real-time insights into your entire customer base, all in one place.

Customer Success



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Introduction to Customer 360

Get instant access to a dynamic single 360 view of your customers with the Customer 360 SuccessBLOC.

Build your complete real-time view into all of your customer analytics including customer health, across all of your customers, by easily connecting all of your customer data - in one place. Surface insights into the state of your customer base, their journey and lifecycle, whether they’re using your products or not, their level of engagement, and their willingness to recommend your business, giving you the context and history you need to engage more personally and proactively.

The Customer 360 toolkit allows you to:

  • See customer demographics in aggregate
  • Monitor customer loyalty and satisfaction
  • Quickly view the health of your customer base
  • Track customer engagement and product utilization
  • Stay up-to-date on account coverage & your team’s activities

What's Included?

goals & kpis

Measure success for the customer and success for the business

Surface Customer ANALYTICS

  • Number of Accounts
  • Total Contract Value
  • Customers By Journey Stage
  • Customers By Industry
  • Customers By Tier
  • Account up for Renewal
  • Revenue up for Renewal

Monitor Customer Health & Engagement

  • Account Health
  • CSM Sentiment
  • NPS
  • CSAT
  • Average License Utilization
  • Average Active Days
  • Monthly Active Users

Monitor Team Activities

  • Account Coverage
  • Needs Attention
  • Accounts by CSM
  • Accounts by Sales Manager
  • Accounts w/ Open High Priority Tickets
  • Customer with >= 5 open Tickets

Customer segments

Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success

  • All Active Accounts
  • Account up for Renewal
  • Last touch in the last 14 days
  • Accounts w/ Last Touch over 30 days ago
  • Customer with >= 5 open Tickets
  • Accounts with Open High Priority Tickets
  • All Paying Users




Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements.