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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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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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

Manage Key Accounts

Focus your efforts on the health and adoption of key accounts.

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Categories:

Customer Success

Publisher:

Totango

May 27, 2020

Data Security & Privacy:

Overview Goals & KPIs Segments Plays Campaigns Assets

Introduction to Key Account Management

Key Account Management SuccessBLOC helps you and your team focus on a clear and mutually agreed upon plan of action. By creating a SuccessPlan that focuses on only the metrics that matter, you are able to align tactics to delivering against those tactics. By checking in on key accounts with surveys like NPS you are able to identify risks and enable advocates.

The Key Account Management SuccessBLOC allows you to:

Ensure key accounts are engaged with a clear success plan to deliver outcomes
Ensure that the NPS and satisfaction of key accounts is high and a closed loop feedback model is in place
Stay top-of-mind with key accounts by automating emails reporting on key metrics on a regular cadence

What's Included?

goals & kpis

Measure success for the customer and success for the business

Maintain healthy and satisfied customers

Health of Key Accounts
ARR of Key Accounts
NPS of Key Accounts

Ensure plan coverage of key accounts

Key accounts with no objectives
Number of accounts with no plan summary

On time renewals of key accounts

# of key accounts in renewal
ARR of key accounts in Renewal
Health of key accounts in renewal
Renewal Rate

Key contacts of key accounts have strong adoption

Key contacts with strong adoption
Key contacts with poor adoption

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Customer segments

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

Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success
Key Accounts
Key accounts in renewal
Key Accounts with no objectives
Key Accounts with no plan summary
Renewed accounts this quarter
Renewable accounts this quarter
Key Accounts in good health
Key Accounts in poor health
Key Accounts in average health
Key account contacts who are detractors
Key contacts with strong adoption
Key contacts with poor adoption
Key contacts of key accounts

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

Accounts with no outcome success plan defined
Conduct QBR for key accounts

campaigns

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

NPS campaign to key contacts
Send weekly usage to key contacts of key accounts

Resources

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

How to use the Key Account Management SuccessBLOC

Manage Key Accounts

Focus your efforts on the health and adoption of key accounts.

Strengthen your community

Build customer loyalty and trust

Improve customer relationships

What's included in this SuccessBLOC?

Measure what matters

Understand your audience

Automate activity

Communicate effectively

Manage Key Accounts

Categories:

Publisher:

Published on:

Last Updated:

Data Security & Privacy:

Introduction to Key Account Management

The Key Account Management SuccessBLOC allows you to: