SOURCE: Totango

Totango

March 11, 2015 10:00 ET

Totango Reimagines Customer Success With the Release of Its Next Generation Platform

Turn Insights Into Action With the Industry's Most Comprehensive Customer Success Intelligence and Productivity Solution

SAN MATEO, CA--(Marketwired - March 11, 2015) - Totango, the leader and innovator in customer success, today announced the next generation of its Customer Success Platform. As the Customer Success industry grows and matures, the need for advanced customer insights and analytics along with a simple way to take action prompted the veteran software company to reimagine its entire product suite to deliver on that need. With the new Totango product, Customer Success Managers and Executives get the industry's most reliable insights and alerts about their customers and an innovative way to take meaningful action in a simple, intuitive web and mobile experience. 

"The release of our next generation platform combines the very best of practices for customer success. We rebuilt Totango from the ground up," said Maksim Ovsyannikov, Totango's Chief Product Officer. "Our new beautiful app with state-of-the-art smart notifications and a new productivity model for customer success helps customer-centric companies be more productive. Our new advanced analytics allow our customers to speak their own metric language and track their customer success performance using data that is most meaningful to them. And finally, our beautifully simple, industry-leading mobile app puts customer success insights and every day productivity in your pocket. The new Totango will rock the world of customer success."

"As our Client Success organization evolved, we needed a way to better understand our clients," said Maggie Young, VP of Customer Success at User Testing. "Our business is built on helping companies listen to their users so they can provide a better customer experience, and Totango's smart technology helps us do the same thing for our own clients. With its intuitive platform and responsive service, Totango makes it easy for our Client Success Managers to segment, track, and improve client engagement. We're fanatics about a great customer experience, and Totango has delivered that great experience for us."

The reimagined Totango platform includes the following:

Totango Mobile Application - The Customer Success industry's first mobile application. The app enables customer success teams to access valuable customer data on the go and get notifications on customer accounts that require attention in a beautifully simple user experience. 

  • Manage your customer portfolio on the go
  • Get real-time notifications and push alerts on customers that need your attention
  • Share with one-click
  • Native iOS build with an intuitive user-interface
  • Have important account details available anytime, anywhere

Comprehensive Customer Success Intelligence - The most reliable and customizable customer success insights and analytics in the industry. Totango's innovative new approach to consuming customer health and analytics provides customer success teams with the most relevant insights and alerts in addition to a way to create new user-defined metrics that are specific to your business.

  • Early Warning System - monitor health, get reasons for changes
  • Customer Health Console - create and segment customers by journey stages
  • Adaptive Health Model - customizable to fit your business
  • Active monitoring - track specific customer actions
  • User-defined metrics - your business, you define the metrics

Customer Command Center - A new approach to productivity that enables you to work by exception and at scale. Totango's new workflow helps businesses make an impact at scale -- including one-on-one interactions, one-to-many interactions, and automated nurture campaigns. The command center is customizable to fit your role and responsibilities and helps teams assign, prioritize and manage tasks related to their portfolio in a simple manner. Executives can keep a pulse on the entire business with configurable reports and dashboards. 

  • Notifications
  • Add them to your attention center
  • Manage and prioritize tasks for accounts in attention
  • Collaborate with the team and assign tasks
  • Record touchpoints
  • Monitor all activity on a detailed timeline

The Totango Academy - Putting best practices into action. In order to help companies adopt this new way of re-imagining customer success, we have launched the Totango Academy -- a one-stop shop that combines best practices with step-by-step instructions on implementing them with Totango. 

The full product release will be showcased at The Customer Success Summit on March 23-24, 2015 in San Francisco.

For more information, visit:
Get a demo of the new product: www.totango.com/reimagine  
Visit us at the Customer Success Summit: http://www.customersuccesssummit.com

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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