We met up with Totango's own Team Lead for Enterprise CS, Elizabeth Tajonar. During our coffee chat, she shared her first "a-ha!" moment in Totango and tips for how she uses health to drive success with her customers.
Read more about the conversation below. And join us next time live for Coffee Chats!
1. CS "flavor" wheel
Elizabeth is formally known as a "Customer Success Manager," which she generalized as:
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"I am responsible for driving outcomes, engaging our customers, and keeping record of all things on the timeline." |
Elizabeth also serves as a team lead to help drive company goals. Her "Totango constellation" has a solid structure—reminds us of how she takes her coffee: The stronger, the better.
2. My first Totango "a-ha!" moment was...
Elizabeth's moment centered around health:
- Prior to having a CS platform, understanding the "health" of our customer base can seem impossible.
- With Totango, I realized that customer "health" is more than an overall score; it has multiple inputs that function like levers.
- As a CSM who is often solely responsible for retention and expansion, it's really exciting to know that we can impact customer health directly with our actions.
"I have influence on the inputs to make an account healthier, and there is a lot of power behind that!"
3. How do YOU use Totango?
Elizabeth showcased the following tips for how she starts her day in Totango:
Look for changes in health daily:
- Health is dynamic—it's changing all the time.
- Create a quick segment from the "My Portfolio" widget by clicking on a color. The segment includes columns automatically that show you each area of health that goes into the score.
Scan health for accounts in My Portfolio:
- Quickly review the overall health (color indicator) of accounts in your list.
- Click the "eye" icon to quickly pop out the account and expand the health widget for more details.
- Just because an account may be in overall green or yellow health, it's still important to expand the health inputs because there might be something red that needs attention that you might otherwise miss.
- Totango helps identify health, so that CSMs and admins can help drive the actions (either via SuccessPlays or individual tasks).
4. Leaving room
Thanks to our coffee chatter friends who sweetened our brew with their own insights:
- As an alternative to the My Portfolio view, create a scorecard and set it as your home page.
- The key to health profiles is segmentation; it's not a one-size-fits all. For example, you may apply a health profile to accounts in onboarding, accounts in their first year, and then accounts after their first renewal cycle. You can use different metrics for each of those profiles or even the same metrics with different thresholds.
- To see which input changed health, consider pulling a segment and using the "Health last change" filter or the historical trend line in the account's health widget. Clicking on a "pill" in the health timeline allows you to view the conditions from the selected time period.