Grow Your Reference Program

Invite your customers to join your reference program, engaging them with opportunities to share their voice.

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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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Grow Your Reference Program

Invite your customers to join your reference program, engaging them with opportunities to share their voice.




Published on:

November 16, 2022

Last Updated:

November 16, 2022

Data Security & Privacy:

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The 'Grow Your Reference Program' SuccessBLOC is designed to celebrate and focus on your greatest asset, your customers. Drive long-term loyalty and create references to support your organization’s continued growth. In this SuccessBLOC,  invite your customers  to join your reference program, engaging them with opportunities to share their voice, celebrating them, and rewarding them for their partnership.

The 'Grow Your Reference Program' SuccessBLOC enables you to:

  • Ensure every account has a key contact
  • Use automation to turn your NPS promoters into customer references
  • Drive your advocates to review your product on other platforms
  • Automatically reward customers who have been a reference for you
  • Drive word of mouth through the referral incentive campaign
  • Visualize the % of your customer base that is willing to be a reference

What's Included?

goals & kpis

Identify Reference Opportunities

  • Health of Referenceable Customers
  • Overall Health Score Trend
  • Customer Sentiment Breakdown
  • # Of Referenceable Accounts
  • Reference Program Campaign

Grow Your Reference Program

  • New References
  • % Of Referenceable Accounts
  • Total # Of Referenceable Contacts
  • Referenceable Key Contacts

Track and Avoid Overusing References

  • Customer References
  • Overused References
  • Reference Touchpoints Logged
  • Type Of Reference Activities

Provide a Great Customer Experience

  • Overall NPS
  • Overall CSAT
  • Average Onboarding CSAT
  • QBR Score

Customer segments

  • All Paying Accounts
  • Referenceable Accounts
  • Customers with Poor Customer Sentiment
  • All Paying Accounts in Good Health
  • References Used > 5+ Times
  • Users who provided a NPS response
  • List of Promoters
  • List of Passives
  • List of Detractors
  • Users who responded to CSAT Campaign
  • Goal Achieved from Reference Survey
  • Key Contacts
  • References Given (Last 30 Days)
  • Engaged Key Contacts
  • User Referenceability
  • Key Contact References
  • Targeted by Reference Program Campaign
  • Customer Reference Touchpoints


  • New Account: Identify & Engage Key Contacts
  • 1 Year Anniversary Swag
  • Reference Tracking
  • New Reference!
  • Reference Count
  • Reference Follow Up Touchpoint


  • Leave Us A Review!
  • Reference Program Invite
  • Referral Incentive
  • Host A Webinar With Us!
  • Anniversary Celebration
  • Happy Birthday!
  • Thanks For Being A Reference