To best implement the Early Warning System, keep the following in mind when integrating data into Totango
Mandatory business attributes
The following attributes are needed for Totango to correctly map customers to their lifecycle stages and segments
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Account Attribute |
Description |
Data source |
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Plan the customer is subscribed to |
Salesforce.com |
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The date the customer’s contract started. |
Salesforce.com |
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Date customer contract is set to expire. For annual (or longer term) contract only. This is used to generate Pre-renewal customer-lists |
Salesforce.com |
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Financial value of the customer’s contract (ARR or MRR) |
Salesforce.com |
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Name of the Account manager. Totango uses this to establish account ownership |
Salesforce.com |
|
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Name of the Customer Success manager. Totango uses this to establish account ownership |
Salesforce.com |
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If using CSM Sentiment in Health Scoring, this attribute should contain the risk-level assigned to the customer by their csm (details) |
Salesforce.com |
User actions & Modules
Make sure you review the Customer Health Score configuration to identify at least 2 additional product-usage or business-outcomes metrics to capture and drive your health scoring.
Defining the Customer Health Score
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