We’re pleased to release a new Totango integration package for iOS developers. Now you can easily instrument your iPhone and iPad applications with Totango, making it easier than ever to see how users are engaging and interacting with your mobile apps and answer questions such as:
– Which of my users are using our mobile app on a regular basis
– What are the most common functions used
– What impact does this have on conversion to premium plans or churn
The package is completely open source and is available on github. It takes just a few minutes to get your mobile app instrumented and running. Give it a try!
We’re always looking for ways to make Totango simpler to navigate, to ensure the interface doesn’t interfere with the main reason you visit it: being smarter in how you manage customer engagement.
We made a few changes to our applications framework which include:
The “Settings” portion of the application are now integrated into the main navigation tree
New sub-menus under the dashboard section where you can find your realtime, lifecycle and customer-health dashboards
A cleaner page canvas with more whitespace that helps the content stick out
Today, we’re excited to announce a major new functionality in Totango.
The Totango Customer Health Dashboard – A unique way to know, track and proactively manage customer health.
It’s the ultimate tool for Customer Success staff and anyone else in the organization taking an active role in reducing churn, increasing adoption and customer happiness.
We restructured the Totango application’s main navigation to make it easier to find stuff and to accommodate for some exciting functionality that is coming really soon.
The Realtime tab is now under the Dashboards tab, along side the Lifecycle dashboard.
This approach will soon be extended with additional Dashboards, each providing a different birds eye view into engagement data.
This is a great signal for SaaS sales teams that want to identify the accounts that are most likely to convert, but it is also very helpful for marketing and product teams.
Marketing: Relevant, qualified and nurtured new trials are more likely to be engaged once they begin their trial.
Product: A better, clearer and smoother first user experience, increases the amount of trial accounts that actually go through the evaluation.
The question so far has been how to systematically measure the ratio of engaged trials with your offering?
We are pleased to release a new Totango Executive Report which does just that:
Engaged Evaluation (Totango users: View here for your customer base)
A month by month analysis of the percentage of trial accounts that are engaged in their evaluation. Engaged accounts are those that have at least 3 days of active usage during their first two weeks of trial.
What you can learn from this report?
The percentage of engaged evaluations is simultaneously an indicator of the quality of the incoming leads and of the first-user-experience your application delivers. For an established business, you should expect at least 20% engaged evaluation, ideally reaching 50% or more.
Monitor this metric on a month by month basis and take actions in marketing, sales or product onboarding to maintain a high ratio of engaged evaluations. To assess leads, you can also break down this information by Source Campaign, in order to identify which marketing campaign are generating the most engaged leads.
– Totango User: See this live for your customer base
– Not a Totango customer yet?: Signup for a free trial or contact us to talk.
We are super excited to introduce the new reporting module to Totango. Use it to get a highlevel view on key engagement, conversion and customer-churn data. It’s an easy way to keep track of progress and identify areas for improvement.
Some of the insights you can get from Totango Executive Reports
Learn what activities are engaging your accounts and users
Monitor conversion rates on a week-by-week cohort basis
Cancellation Lifetime: How long before users typically cancel their subscription?
We’ve just released a new feature to help you keep your data clean and tidy. The Account Junk List allows you to clean out any accounts that were created in Totango by error, be it an integration glitch, test data, or any other phantom accounts that do not represent real users and are skewing your data.
Once an account is added to the Junk list:
Their data will be deleted
Any future activity data for them will be ignored
They will be excluded from aggregated data reports
To add accounts to your junklist, click “Add To Junk” on any account profile page, or use the Junk list page.
I’m happy to introduce the new LinkedIn connector of Totango.
This new feature helps low touch sales teams to get even more insights on prospects and accounts they are dealing with.
In low touch sales or zero touch online sales, one of the key challenges sales executives have is to rapidly go through the account qualification process – to quickly know who they are dealing with. Specifically for businesses who sell to SMB and Enterprise, inbound style, you wouldn’t expect sales rep to know by heart all of it’s inbound incoming potential buyers.
Totango LinkedIn Connector enables immediate visibility into incoming account profile from within the Totango view.
If you are using the Totango Dashboard to keep track of accounts and their lifecycle progress, you’ll love our Dashboard email subscription feature. Subscribe to reports and Totango will send you Daily, Weekly or Monthly emails with updates on the core metrics measured by the Dashboard.
The scheduled emails complement the real-time view provided by the Dashboard to help create an ambient feel for the data. That’s why we send them at 8am in the morning, so you can start your day (or week, or month) with a quick skim on the important metrics for your business, just before you have to start dealing with the grueling day to day.
Daily Report:
Summary of the number of accounts that Signed-up, activated, converted to paying or cancelled their subscription yesterday. The email also lists their names with deep links into their profile on Totango. So if you see an account of interest you can drill down to their details. Great way to keep a pulse and identify anything interesting happening in the trenches.
Weekly Report:
Weekly summary of lifecycle changes. In this report we also include a weekly cohort, so you can measure how this week was in comparison to past weeks. Great way to get a feel if the business is trending up or down and adapt quickly.
Monthly:
Monthly summary of lifecycle changes. Like the weekly report, this monthly update conveniently summarizes the last month’s result with those of months past. Great way to share progress with employees, management or board members
To check it out, navigate to your Dashbaord and subscribe. Or signup to Totango if you’re not using it already and take control of Customer Engagement!
Today, the Totango team is excited to announce a brand new “SaaS Executive Dashboard”.
The Totango SaaS Executive Dashboard is an extension of the Totango online platform which allows SaaS teams to gain full visibility into the level of customer engagement in their business.
The SaaS Executive Dashboard allows SaaS executives to track and plan to improve key SaaS performance indicators and contains features such as Cohort Analysis. From the dashboard you can also drill down and instantly see specific account details.
The simplest way to learn about the SaaS Executive Dashboard is to watch this intro movie.
We’ve chosen the metrics included in the SaaS Executive Dashboard based on discussions with many SaaS companies at various maturity levels. Many of these conversations started from our SaaS Metrics Survey through which we aimed to capture an even wider view of the industry.
We’ve learned that most companies are struggling with homegrown monitoring solutions and still lack the visibility into important metrics needed to make strategic and tactical decisions for their company.
You can download the full survey to learn more. However, bottom line, most SaaS companies start with nothing, then as they grow they realize they need metrics to measure their business and start building home grown solutions which eventually gets out of control in terms of complexity and budget.
Totango SaaS Executive Dashboard captures the current SaaS best practices around monitoring customer engagement and customer success and tracks visitors, signups, activations, conversions and your SaaS churn rate. You can monitor against your business objectives and plans, diagnose problems and identify areas for improvement. The Totango SaaS Executive dashboard is the best way to focus your SaaS organization around customer engagement and customer success.
Availability
The Dashboard is available to existing Totango customers and will be available for new registrations within a couple of weeks. You can go ahead and pre-register to get access when it’s released.
The SaaS Exec Dashboard will always have a free tier, so SaaS startups that are just starting their business can take advantage of industry best practices with limited effort.
