All Journeys
Manage Key Accounts

Manage Key Accounts

Focus your efforts on the health and adoption of key accounts.

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Strengthen your community

Welcome new community members and re-engage inactive members to ensure your community has a strong use base.

Build customer loyalty and trust

Listen to and understand feedback, follow up on product ideas, and celebrate community wins with your customers.

Improve customer relationships

Proactively utilize the valuable insights extracted from community engagement data to improve customer relationships.

What's included in this SuccessBLOC?

Each SuccessBLOC is embedded with industry best practices to help you get started quickly and achieve customer outcomes faster.

Goals & KPIs

Segments

Workflows

Campaigns

Goals & KPIs

Measure what matters

Pre-built scorecards include KPIs—including registration trend and number of users posting discussions—to measure registration, engagement, and feedback.

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In-App Segmentation
Totango In-app builder

Segments

Understand your audience

Pre-configured audience segments—including customers with registered users and users who have posted a discussion—to better understand user engagement.

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Workflows

Automate activity

Triggered workflows containing tasks and actions to proactively follow up on user ideas, celebrate account engagement, and assign a community manager.

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In-App Segmentation
Totango In-app builder

Campaigns

Communicate effectively

Automated emails triggered by account and user segments to welcome new users to the community and engage inactive community members.

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Successbloc

Manage Key Accounts

Focus your efforts on the health and adoption of key accounts.
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Categories:

Customer Success

Publisher:

Totango

Published on:

Last Updated:

May 27, 2020

Data Security & Privacy:

Privacy Policy

OverviewGoals & KPIsSegmentsPlaysCampaignsAssets

Introduction to Key Account Management

Key Account Management SuccessBLOC helps you and your team focus on a clear and mutually agreed upon plan of action. By creating a SuccessPlan that focuses on only the metrics that matter, you are able to align tactics to delivering against those tactics.  By checking in on key accounts with surveys like NPS you are able to identify risks and enable advocates.

The Key Account Management SuccessBLOC allows you to:

  • Ensure key accounts are engaged with a clear success plan to deliver outcomes
  • Ensure that the NPS and satisfaction of key accounts is high and a closed loop feedback model is in place
  • Stay top-of-mind with key accounts by automating emails reporting on key metrics on a regular cadence

What's Included?

goals & kpis

Measure success for the customer and success for the business

Maintain healthy and satisfied customers

  • Health of Key Accounts
  • ARR of Key Accounts
  • NPS of Key Accounts

Ensure plan coverage of key accounts

  • Key accounts with no objectives
  • Number of accounts with no plan summary

On time renewals of key accounts

  • # of key accounts in renewal
  • ARR of key accounts in Renewal
  • Health of key accounts in renewal
  • Renewal Rate

Key contacts of key accounts have strong adoption

  • Key contacts with strong adoption
  • Key contacts with poor adoption

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Customer segments

Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success

  • Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success
  • Key Accounts
  • Key accounts in renewal
  • Key Accounts with no objectives
  • Key Accounts with no plan summary
  • Renewed accounts this quarter
  • Renewable accounts this quarter
  • Key Accounts in good health
  • Key Accounts in poor health
  • Key Accounts in average health
  • Key account contacts who are detractors
  • Key contacts with strong adoption
  • Key contacts with poor adoption
  • Key contacts of key accounts


successplays

Automatically triggered or manual workflows containing sets of tasks and actions, prompting Customer Success Managers to focus on the most meaningful activities right on time

  • Accounts with no outcome success plan defined
  • Conduct QBR for key accounts

campaigns

Automate your communications using campaigns to send automation emails triggered by various goals

  • NPS campaign to key contacts
  • Send weekly usage to key contacts of key accounts

Resources

Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements

  • How to use the Key Account Management SuccessBLOC
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