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Detect Risk

Detect Risk

Get instant visibility into customer signals and critical events to help you reduce churn.

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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

Segments

Workflows

Campaigns

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

Segments

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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Workflows

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

Campaigns

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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Successbloc

Detect Risk

Get instant visibility into customer signals and critical events to help you reduce churn.
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Categories:

Customer Success

Publisher:

Totango

Published on:

November 8, 2020

Last Updated:

November 8, 2020

Data Security & Privacy:

Privacy Policy

OverviewGoals & KPIsSegmentsPlaysCampaignsAssets

Introduction to the Detect Risk SuccessBLOC

The Detect Risk SuccessBLOC gives you instant visibility into customer signals and critical events, alerting you to proactively engage when needed. With this SuccessBLOC, you can identify, categorize and monitor the customer events, activities and behaviors that indicate which customers need attention, and why. Get data-driven insights and alerts to engage proactively so you can avoid mishaps and seize opportunities.

The Detect Risk SuccessBLOC allows you to:

  • Easily identify customers who may be at risk due to issues like low product adoption, poor financial standing, and leadership changes.
  • Become more proactive and data-driven by creating a system that automatically alerts you to customers who need your attention.
  • Better manage your customer portfolio and move from a reactive engagement model to a proactive one.
  • Increase executive visibility by providing regular reports to share the status of customer risks across the entire organization.

What's Included?

goals & kpis

Measure success for the customer and success for the business

Manage Customer Risk
  • Accounts at Risk
  • At-Risk Customer Trend
  • Risk Reasons
  • Customer At Risk By Stage
  • At-Risk Customers by CSM
  • At-Risk Customers by Tier
Protect Revenue At Risk
  • Total Revenue At Risk
  • Percent of Revenue At Risk
  • Revenue At Risk Trend
  • Over-Due Payment Amount
  • Current Quarter Renewals At Risk
  • Next Quarter Renewals At Risk
  • Current Quarter Growth Opps At Risk
  • Next Quarter Growth Opps At Risk
Resolve Risks Quickly
  • Average Days to Resolve Risks
  • Average Days to Resolve Risks Trend

Customer segments

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

  • All Paying Accounts
  • Accounts at Risk
  • At Risk for Product Functionality
  • At Risk for Leadership/ Champion Loss
  • At Risk for Competitive Threat
  • At Risk for Business Change/Acquisition
  • At Risk for Poor Financial Standing
  • At Risk for Poor Product Adoption
  • Next Quarter Renewals At Risk
  • Current Quarter Renewals At Risk
  • Current Quarter Growth Opportunities At Risk
  • Next Quarter Growth Opportunities At Risk
  • Open Feature Requests

successplays

Automatically triggered or manual workflows containing sets of tasks and actions, prompting Customer Success Managers to focus on the most meaningful activities right on time

  • Risk Play: Champion Loss/ Leadership Change
  • Risk Play: Competitive Threat
  • Risk Play: Past-due payments (45 Days)
  • Risk Play: Past-due payments (90 Days)
  • Risk Play: Product Expectations
  • Risk Play: Business Change Event
  • Reminder: Update Risk Status
  • Risk Play: High Number of Support Tickets
  • Risk Play: Low NPS Response
  • Risk Play: Low CSAT Response
  • Risk Play: Large Decrease in License Utilization

campaigns

Automate your communications using campaigns to send automation emails triggered by various goals

  • Past-Due Payment Notification - 60 Days
  • Past-Due Payment Notification - 14 Days
  • Past-Due Payment Notification - 90 Days
  • Past-Due Payment Notification - 30 Days
  • Past-Due Payment Notification - 7 Days

Resources

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

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