Successbloc

Stakeholder Engagement

Manage and improve stakeholder relationships and outcomes.
Categories:

Customer Experience

Publisher:

Totango

Published on:

Last Updated:

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Introduction to Stakeholder Engagement

Use the Stakeholder Engagement SuccessBLOC to identify, align and engage with your key stakeholders. Track and analyze their needs and expectations in real-time and consistently implement the right activities and campaigns to drive retention, minimize churn and deepen your relationship. Stay on top of engagement metrics and proactively take action when your stakeholders are not engaged. Identify accounts with high risk of churn due to the lack of engagement of stakeholders.

The Stakeholder Engagement SuccessBLOC allows you to:

  • Monitor your stakeholder’s activities and engagement in real-time including their product usage, interactions with your team, and satisfaction
  • See how your team is engaging with stakeholders and key contacts (face to face, web meeting, email, call)
  • Create plays and campaigns to drive the proper cadence of engagement and ensure there are key engagement points in the customer life cycle
  • Proactively engage when there is low usage of key contacts and address issues as they come up

What's Included?

goals & kpis

Measure success for the customer and success for the business

Ensure regular cadence with stakeholder contacts

  • Key Contacts who engaged last 30 days
  • Key Contacts not engaged last 30 days
  • Stakeholder Engagement by Type
  • Stakeholder Engagement by Flow
  • Stakeholder Engagement by Reason
  • Stakeholder Engagement by Role

Usage of Key Contacts

  • Key contacts with low usage
  • Key Contacts with regular activity

Drive Advocacy and Satisfaction of Key Contacts

  • Key Contacts who are referencable
  • CSAT of Key Contacts
  • Overall CSAT
  • NPS of Key Contacts

Customer segments

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

  • Key Accounts
  • Key Contacts at Key Accounts
  • Key Contacts at non-engaged accounts
  • Key Contacts engaged
  • Key Contacts With Low Usage
  • Active Key Contacts
  • All Key Contacts
  • Key Contact References
  • Touchpoints in the Last 30 Days

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

  • Low CSAT score by Stakeholder
  • Low NPS score by Stakeholder

campaigns

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

  • Post Onboarding CSAT for Key Accounts
  • NPS Campaign to Key Contacts

Resources

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

  • Getting Started with a Proactive Stakeholder Engagement Plan

Setup your SuccessBLOCs today. Try Totango for Free.