CUSTOMER SUCCESS TECHNOLOGY REIMAGINED

200+ CUSTOMERS

Download the definitive guide to buying a CSPwww.totango.com/customer-success-platform-buyers-guide.pdf

Killing Churn with Totango and

SalesforceSeptember 2015Presented by Kristen Hayer

VP, Customer Success

Jazz is software that bridges the gap between recruiting and performance to create a whole new thing.

From startups to enterprise, Jazz builds winning companies.We helped over 4000 companies across the world make more than 100,000 hires.

#startupproblems2013

People

• Customer Success = Technical Support Only• Demoralized Team, Not Truly Helping Customers

Processes

• 90% of Customers on Month-to-Month Subscriptions• No Formal Cancellation Process

Tools

• No Single Source of Truth for Customer Information• No Customer Intelligence Solution

= High Churn + No Idea Why or How to Fix It

Data Cleanup

Salesforce

Jazz App Billing

Tickets

Phones

Email

Totango

Website

Salesforce

JazzApp

Billing

Forum

ChatEmail

Website

Totango

Phones

BEFORE – Missing Data, Disconnected Tools, Inefficient User Experience, No Real-Time Data

AFTER – Single Source of Truth, One Entry Point for Success Users, Expanded Tool Set, Real-Time

Deep Churn Analysis

Major Churn Drivers

Market Issues• Changing Needs• Demographics

Competitors• Messaging• Commodity

Pricing

Internal Teams• New Teams• Training Needs Strategy

• Pricing and Packaging

• Marketing

Product• Needed Updates• Release

Communication

Focused on what we could measure and control:

• Demographics of our target customers

• Product use• Packages and

customer agreements

• Training our sales and success teams

Totango Implementation

• Jazz needed more data on how customers were using the product

• Totango had not been fully implemented, so the success team took on that project

• We had 2 goals:1. Gather intelligence on customer behavior leading to

churn.2. Provide customer behavior insight to our CSM team.

Implementation – Salesforce Integration

Salesforce Account:• First point of access for Success team• Quick health check• Drill-down to more details within

Salesforce

Implementation – The Totango App

Totango App:• More details on health• Specifics on usage• Helps reps pinpoint

potential issues with individual clients

• Mobile version for quick updates on status changes

Implementation – Salesforce Reporting

Salesforce Reporting:• Additional insight into

daily activities• More detailed churn

analysis• Helps to pinpoint

potential issues across the organization

Churn Risk Model

# Users+ # Jobs+ Company Size+ Age of Subscription+ Industry+ Agreement Type+ Totango Health Score=Churn Risk Score

For Jazz, the Totango Health Score represents healthy onboarding as well as healthy ongoing product use.

We configured Salesforce so that a customer’s Jazz churn risk score is shown on the Account object.

We also use the score in reporting.

Results #killchurn• 33% reduction in overall churn - 50% reduction within target customer group• Improved customer satisfaction and engagement – better communication,

proactive care• Success team job satisfaction – creative input, building relationships• Improved churn dynamics – predictable, preventable

The Success League is a consulting firm that helps SaaS companies build and develop strong customer success teams.• Business Planning, Metrics & Goals• Customer Engagement Assessment• Process Design• Training & Coaching

Members of The Success League are professionals from various companies who drive innovation in customer success.

www.TheSuccessLeague.ioWeekly blog posts on website & LinkedIn

@TSLCustomers

Q&A

THANK YOU!

www.totango.com

@Totango @KristenHayer#DF15 #CustomerSuccess