Who can use this feature?
The Detect Risk SuccessBLOC gives you instant visibility into customer signals and critical events to move from a reactive engagement to a proactive one. Identifying and resolving risk early can help prevent churn and keep customers moving toward success.
For guided training, check out our self-paced course: SuccessBLOC Setup: Detect Risk.
This BLOC does not require much data to get started! Download a CSV file for lists of account and user attributes used for this BLOC.
1. Define risk stages
Risk stages are represented using a lifecycle status attribute type in Totango, which allows you to automatically track the time in each stage. Risk stages represent key phrases in the risk cycle. Stages should be fairly high level (4-5 stages total).
The default risk stages in the SuccessBLOC are:
- At Risk
- Plan in Place
- Closed - Recovered (end stage)
- Closed - Lost (end stage)
By tracking the time between each risk stage, you are able to create KPIs around your risk cycle such as at-risk customer trend and average days to resolve risk. Once an end stage is reached, the counting of days stops. Moving the account to another stage after the end stage restarts the clock and it starts counting the days in a stage again.
- Once you have decided on your risk stages, ensure they are represented in Totango. Within Data Modeler, locate the Risk Status attribute and ensure the stages match your processes.
2. Define risk reasons
Risk reasons are represented using a multi-select list in Totango, which allows you to identify the specific reasons a customer is at risk. Each reason might trigger a series of specific tasks that allow you to pinpoint and eliminate the risk.
The default risk reasons in the SuccessBLOC are:
- Product and functionality
- Leadership / champion change
- Business change / acquisition
- Poor financial standing
- Product adoption
- Support issues
- Poor engagement
- Poor NPS or CSAT
- Delayed onboarding
- Once you have decided on your risk reasons, ensure they are represented in Totango. Within Data Modeler, locate the Risk Reason attribute and ensure the stages match your processes.
3. Edit scorecard
The scorecard is made up of a series of KPI cards that measure the goals of your program. Each KPI card is driven by a segment. The segment defines the list of customers that you want to look at based on attributes.
For example, a segment for Customers at Risk filters only customers where Risk Status exists. The KPI card is looking at the metric (e.g., Accounts) and displaying in a format that you want to see (e.g., Number, trend, percent).
The KPI cards that come with the Detect SuccessBLOC are intended to manage customer risk, protect revenue at risk, and resolve risk quickly.
4. Configure SuccessPlays
This BLOC comes with different SuccessPlays that drive proactive engagement depending on the risk reason:
- Update risk status (reminder)
- Business change event
- Champion Loss / Leadership change
- Competitive threat
- High number of support tickets
- Large decrease in license utilization
- Past-due payments - 45-90 days
- Low NPS and low CSAT responses
Each SuccessPlay can include post-completion actions, some automatic and some manual, such as update the risk reason and risk status. Once the last task of one of your SuccessPlays is completed, review post-completion actions that can help ensure the risk status is up to date.
Best practices to keep your program running
Consider the following best practices to refine the program:
Ensure your KPI goals match your internal thresholds.
As an example, if you have a large number of accounts, perhaps the target threshold may be adjusted to "less than 10."
Explore risk reports.
The Risk Trends Report is pre-configured to quickly identify trends in Risk Reason over time. You can also break down risk by other data points and drill into each one for more details.
Leverage your risk segments to drive cross-functional meetings.
Simply open the Accounts at Risk segment, and work your way down the list, making updates in real-time.
Expand your data portfolio to bring in ticket or license utilization.
Don’t worry if you don’t have this data right away; SuccessBLOCs are designed for iteration. Another way you can refine without additional data integration is to capture more details on engagements–beyond the Risk Status or Risk Reason attributes.
For example, by creating a new touchpoint reason for “Risk,” you can encourage your team to document more details in their risk-related engagements. From there, you can build segments based on this filter and even trigger SuccessPlays based on touchpoint reason.