Welcome new community members and re-engage inactive members to ensure your community has a strong use base.
Listen to and understand feedback, follow up on product ideas, and celebrate community wins with your customers.
Proactively utilize the valuable insights extracted from community engagement data to improve customer relationships.
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
Pre-built scorecards include KPIs—including registration trend and number of users posting discussions—to measure registration, engagement, and feedback.
Segments
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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Triggered workflows containing tasks and actions to proactively follow up on user ideas, celebrate account engagement, and assign a community manager.
Campaigns
Automated emails triggered by account and user segments to welcome new users to the community and engage inactive community members.
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Customer Journey
Totango
The Adoption SuccessBLOC is specifically designed to accelerate product adoption according to Customer Success best practices. This SuccessBLOC is your tool for tracking usage and adoption of key features and getting users back on track when adoption dips.
Product adoption is a top priority in retaining and expanding your customer base. With high product adoption, you can easily turn existing customers to product advocates, providing word-of-mouth referrals that lead to more new customers.
Adoption is the process of going from learning to leveraging a new service and is an indication that customers are receiving high value from the product. Understanding how your customers are using (or not using) your product will help you trigger communication-based on user events and personalize your messages to increase adoption. (Read More: Guide to Product Adoption)
Measure success for the customer and success for the business
Customers are using the product functionality
Increase Satisfied and Referenceable Customers
Customers are getting value from new functionality
Filter and analyze groups of users or accounts to stay ahead of behaviors and deliver success
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
Automate your communications using campaigns to send automation emails triggered by various goals
Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements.