SOURCE: Totango

Totango

June 03, 2015 08:00 ET

Totango Announces Breakthrough Innovation for Businesses to Prove Their ROI

New ROI Metrics Capability Helps Customer Success Teams Deliver Tangible Results and Maximize Business Impact on Customers

SAN MATEO, CA--(Marketwired - June 03, 2015) - Totango, the leader in customer success management, today announced ROI Metrics, a powerful new innovation that allows companies to track and manage the ROI customers experience from their products. This comes at a critical time for subscription businesses as growth from customer renewals and upsells becomes increasingly tied to delivering on business results.

With the new ROI Metrics capability, companies now have unprecedented visibility into the true health of every customer based on direct impact to the customer's revenue and performance. Until now, Customer Success teams have had to rely on subjective measures of customer satisfaction and other indirect metrics that provided a limited picture of customer health and risk. Using Totango, subscription-based companies can now easily define and track the business outcomes that matter to their customers -- from improved revenue, to increased team productivity, to higher quality outputs or services.

"We built this functionality because most companies rely on complex, time-consuming ROI reporting that is hard to understand and produce in a timely manner," said Maksim Ovsyannikov, Totango Chief Product Officer. "Now, measuring business outcomes can be done within a matter of minutes and be based on hard data. When it comes to measuring customer success, metrics on ROI and business results ultimately matter the most."

"ROI Metrics is a powerful feature that helps us better track the improved productivity of our customers with our product," said Navsher Puar, Director of Customer Success at Kayako. "These insights are invaluable in arming my team to better manage customer relationships and drive them to success."

The ROI Metrics functionality includes the following powerful capabilities.

  • Formula Builder: Write custom formulas to define and calculate business outcome metrics that calculate ROI and increased productivity. A simple drag and drop formula builder takes any existing attributes or metrics and combines them to create a metric that tracks a specific outcome.
  • Real-time validation: Preview the results immediately and see where the metrics are used throughout Totango.
  • ROI-driven health scoring: Include custom metrics to build a powerful health score profile that incorporates business outcome results.
  • Executive reports: Track business outcome results across your entire customer base and create reports for board meetings or for consumption by the entire company.
  • Customer QBR reports: Use account level trend reports to show improvements in outcomes to customers both in person and via automated customer nurture campaigns.

For more information, visit www.totango.com/roi-metrics and join the webinar on Thursday, June 18, 2015 at 10:00am PDT to learn about more use cases.

About Totango
Totango is the leader in customer success and user engagement for cloud apps. The company helps SaaS vendors and online subscription services take a data-driven approach to reducing churn and driving customer success, product adoption, and trial conversion. Totango monitors customer behavior and usage in applications -- along with critical relationship data from CRM, billing, and other systems -- to generate insights on customer health and engagement. The company's platform combines big data analytics with powerful segmentation and predictive tools to guide vendors in taking the right actions with each customer to create an active, engaged user base.

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