Totango 3 tips to grow retain customers

3 Sure Fire Tipsto

Retain & GrowCustomers

April 2012

Revenue Acceleration throughout the Lifecycle

drive conversion

grow lifetime value

boost retention

1.4 Million Businesses Analyzed and Optimized

The Goal

Negative Churn >100% Renewal Rate

1

Focus on Customer Engagement

Engagement = Customer Spending

Customer Actions Speak Loudest

Real Time Streams

Time spentActive usersFeatures usedRelative engagement

Attributes

Tickets submittedBills paid

Referrals madeWebinars attended

4/10

Fun Fact # 1

Free trial users who are still active during day three of their trial were four times more likely to convert into paying users than the average customer

Did you know that:

6/10

Fun Fact #2

A full half of paid SaaS customers log in less than once a month or do not use their paid service at all.

Did you know that:

8/10

Fun Fact #3

Most cancellations were preceded by a period of non-use

Did you know that:

2

Build a Customer Success Team

Customer Support > Customer Success

Help Customers Be Successful

Sales Engineering

DocumentationCustomer Support

Pro Services

3

Deliver Personalized Content

Right Content at The Right Time

Next Best Action based on User Actions

E-mail

Call

In-App

Coaching

Knowledge Base

How-To

Drive Engagement to Accelerate Revenues

Collect usage and digital interaction signals.

Build smart profile for each user and smart segments of accounts based on user actions

Take the right engagement action suitable for each user/customer.

www.totango.com

Thank You!

Dominique LevinVP Marketing, Totango

@totango@nextgencmo

dominique@totango.com