We met up with Totango's own Digital Programs Manager, Erica Waldorf—the mastermind behind our self-led onboarding program, Accelerator. During our coffee chat, she shared her first "a-ha!" moment in Totango and how she keeps an eye on active customers in her programs.
Read more about the conversation below. And join us next time live for Coffee Chats!
1. CS "flavor" wheel
Erica is formally known as a "Program Manager," which can be generalized as:
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"I arrange customer pathways and use data to inform strategy." |
Erica also works with customers on implementations and collaborates with CS operations and Totango admins. Her "Totango constellation" is quite stellar!
2. My first Totango "a-ha!" moment was...
Erica summarized her moment with the following A+ metaphors:
- When I first understood that a SuccessBLOC is a circle. There may not be an ending location, or it may re-start.
- Jump on the merry-go-round! But then try to find out the best place to start for you, which may be a particular attribute.
- As your program matures, the circle becomes more like a wreath where it branches off in points as complexity increases.
- That's where the Totango canvas helps you take something that is cyclical and lay it out in a linear fashion.
"Now I have confidence in explaining where the dominos fall in each process."
3. How do YOU use Totango?
Erica showcased the following tips for how she starts her day in Totango:
View notifications within customized My Portfolio scope:
- See all communications for anyone in her programs.
- Scan notifications to see if there are one-off comms that need to be scaled or something she needs to review.
Review statuses within customized segments:
- Open her Scorecard and jump to the segment view for accounts in her programs.
- Pop-out the account profile to dig deeper if needed.
- Tip: Adjust segment columns to showcase any data point without having to switch over to another view.
4. Leaving room
Thanks to our coffee chatter friends who sweetened our brew with their own insights:
- When I first saw the scorecards in Totango, that's when I thought, "THIS is what we're missing!" (from Salesforce). We can't get that kind of data otherwise.
- Prioritize your programs based on business priority, customer sensitivity, and program requirements/opt-in options (e.g., needs of new customers are different than someone out of implementation and in high touch).
- My "a-ha" moment was seeing the new CS "flavor" wheel! 👏
- Once a program is rolled out, the weekly post-mortem process could look like this: 1) 30-minute strategy / program change meeting (e.g., what's working, what email flows are changing, etc.), and 2) 30-minute progress meeting (e.g., talk through our customer list and see who might need help).