1. 3 Sure Fire Tips
to
Retain & Grow
Customers
April 2012

2. Revenue Acceleration throughout the Lifecycle
1.4 Million Businesses Analyzed and Optimized
drive conversion
grow lifetime value
boost retention

3. The Goal
Negative Churn >100% Renewal Rate

4. 1
Focus on Customer Engagement

5. Engagement = Customer Spending
Customer Actions Speak Loudest
Real Time Streams Attributes
Time spent Tickets submitted
Active users Bills paid
Features used Referrals made
Relative engagement Webinars attended

6. Fun Fact # 1
Did you know that:
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
4/10

7. Fun Fact #2
Did you know that:
A full half of paid SaaS customers log in less than once
a month or do not use their paid service at all.
6/10

8. Fun Fact #3
Did you know that:
Most cancellations were preceded by
a period of non-use
8/10

9. 2
Build a Customer Success Team

10. Customer Support > Customer Success
Help Customers Be Successful
Customer Support Documentation
Sales Engineering Pro Services

11. 3
Deliver Personalized Content

12. Right Content at The Right Time
Next Best Action based on User Actions
In-App How-To
E-mail Knowledge Base
Call Coaching

13. Drive Engagement to Accelerate Revenues
Collect usage and Build smart profile for Take the right
digital interaction each user and smart engagement action
signals. segments of accounts suitable for each
based on user actions user/customer.

14. www.totango.com

15. Thank You!
Dominique Levin
VP Marketing, Totango
@totango
@nextgencmo
dominique@totango.com