Why Customer Engagement Management? Creating an ACTIVE and ENGAGED online user-base, results in more VALUE for users and better MONETIZATION for vendors.

1. Customer Engagement Management
Powering the Customer Era

2. Why Customer Engagement Management?
To create an ACTIVE and ENGAGED
online user-base, resulting in more
VALUE for users and better
MONETIZATION for vendors.
Trial Conversion Retention CLTV
+37% +15% +109%*
*+28% annually for 3 years

3. 2.1 million accounts managed for our customers

4. Did You Know?
50% of Users are
not using the service they paid
for; 90% of which will
eventually cancel.

5. Customer Command & Control Center

6. How it Works?
Engagement Dynamic Segments Engagement
Signals Workflow Automation Plays
Usage Right Message In-App
Licenses Utilized Right Customer E-Mail
Trouble Tickets Right Time Phone
Transactions Right Channel Training

7. The Customer Adoption Model
The first step is adopting a model that
is inline with the value delivered to the customer
USERS
USAGE
FUNCTIONALITY
GROW
FIRST
VALUE DECREASE
START
ONBOARD NOT USING
FAILED

8. The Customer Adoption Model
As a customer evolves, their usage tells us
what’s going on:
- More usage, more value
- Less usage, less value
USERS
USAGE
FUNCTIONALITY
GROW
FIRST
VALUE DECREASE
START
ONBOARD NOT USING
FAILED

9. Segmenting
Progress
Is an account making progress?
START FIRST
VALUE
Onboarding Established
All Good: All Good:
Healthy usage; Healthy usage;
New, just started onboarding Full license utilization
Notice: Notice:
Little usage; Moderate decline in usage;
Still onboarding after 30d Partial license utilization
Risk: Risk:
No usage; Sharp decline in usage;
Still onboarding after 60d Very low license utilization

10. Totango active-lists identify how to engage your trial users
Trial - Curiosity Recommended Actions
Trial - Evaluating • Hot:
Contact immediately
Trial - Hot • Evaluating:
Nurture weekly with
specific how-to tips
• Curiosity:
Nurture monthly with
top-of-mind content

11. Totango active-lists identify how to engage your paying users
Established - Risk Recommended Actions
Established - Watch • Risk:
Contact immediately
Established - All Good • Watch:
Monitor closely,
Schedule a review
• All Good:
Follow progress,
Monthly review

12. Next Steps
Complimentary Assessment
Customer Adoption Model
Engagement Signals
Engagement Plays
Free 30-Day Trial
www.totango.com

13. Customer Engagement Management
Thank You!