|By Marketwired .||
|August 5, 2014 03:00 PM EDT||
PALO ALTO, CA -- (Marketwired) -- 08/05/14 -- Totango, the leader in customer success and user engagement, today unveils Customer Portfolio Manager, a key product update that helps customer success teams maximize business results for their customers by prioritizing and focusing their attention on the right customers at the right time.
"Our users are looking for ways to manage their customers in a scalable and efficient manner," said Totango CEO Guy Nirpaz. "The secret is viewing your customers as a portfolio, knowing what they're worth, assessing the risks, monitoring their progress, and knowing when an account needs attention. New features like fine-grained alerting will automatically monitor for any change in the customer that requires follow-up."
Totango is a critical customer intelligence and monitoring tool, offering a data-driven and predictive understanding of customer health that helps subscription businesses grow and thrive. The new product upgrades will allow customer success managers to be more successful at creating value for their customers and improving the user experience.
"To keep up with our massive growth, we need to arm our customer success managers with the data and tools to act fast, be proactive and responsive with customers, and wow them with a great experience," said Gabriel Miller-Smith, Director of Customer Success at Procore Technologies. "We started using the new Customer Portfolio Manager as part of a pre-release and it's already proven to be a great asset for my team."
My Portfolio Score: Understand how well you are managing your accounts.
This new metric will give you an overall score based on all of the customers you manage. Are you a rockstar customer success manager whose customers are all getting value? Or are there certain areas where you can boost your performance? This metric will show you where you stand, so you can improve and become more successful. You can view all of your accounts in a particular health score at one time, then zero into individual accounts if you need more detail.
Personal Attention Center: Focus on the accounts that matter right now.
Your attention center is the action hub for your portfolio. Add the customers you are currently working on to your personal attention center, so they'll remain the focus of your daily workflow. Have a packed day? This feature will direct your attention to the accounts that require immediate attention and help you manage your daily customer interactions and follow-ups.
Alerts: Accounts that require your attention.
Totango monitors all your customers on a daily basis. Whenever a customer's health changes -- for example, from "good" to "poor" -- Totango will alert you. This upgrade will allow you to immediately respond to customers whose health is deteriorating, enabling you to identify key issues, provide solutions, and get your accounts back on track.
Touch Points: Document your team's activity.
Touch Points ensure that you and your account team are on the same page. You can share notes, thoughts, action items and plans associated with a customer, all in one place. This innovative feature will power customer success collaboration, which will make you that much more successful at creating real value for your customers!
To get your customer success team going on Totango, please visit www.totango.com
Totango is the leader in customer success and user engagement for cloud apps. The company helps SaaS vendors and online subscription services take a data-driven approach to reducing churn and driving customer success, product adoption, and trial conversion. Totango monitors customer behavior and usage in applications -- along with critical relationship data from CRM, billing, and other systems -- to generate insights on customer health and engagement. The company's platform combines big data analytics with powerful segmentation and predictive tools to guide vendors in taking the right actions with each customer to create an active, engaged user base.
LaunchSquad for Totango
totango [at] launchsquad [dot] com
In IT, we sometimes coin terms for things before we know exactly what they are and how they’ll be used. The resulting terms may capture a common set of aspirations and goals – as “cloud” did broadly for on-demand, self-service, and flexible computing. But such a term can also lump together diverse and even competing practices, technologies, and priorities to the point where important distinctions are glossed over and lost.
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