Analyze health by segment and team

Who can use this feature?

  • All users with access to Executive Console can use Customer Health Console; all team members can view activity for the team(s) to which they have access
  • Global admins, team admins, and users with advanced permissions can configure health profiles
  • Available on all plans and license types

Customer health console allows you to view aggregated health trends by segment and team. Quickly analyze which classes of customers are doing well and which are struggling—and more importantly, how you can improve those trends.

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Filter the dashboard

The top of the dashboard includes two top-level filter options that influence all other data on the dashboard.

  1. From the left nav, click Customer Health (under Executive Console).
  2. Filter by the following:
    • Custom filter: Choose any account filter(s), such as Paying Customers or North America Customers.
    • Date range: Choose from weekly trends within a selected timeframe (current month, previous month, past 3 months) or monthly trends (current quarter, previous quarter, past 6 months)

The data in the dashboard adjusts based on the selected filters. If a selected segment displayed in the dashboard does not satisfy the main filter criteria, it will be greyed out. 

Health quality score

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Totango applies a health quality score for all accounts in the dashboard. Click in the widget to view for more details.

  • Good = 100 points
  • Average = 60 points
  • Red = 40 points

The above example uses the following formula based on the account scope: (100 x 2) + (60 x 0) + (40 x 6) / 8 accounts = 49
Accounts with unknown health are not included in the quality score calculation.

Accounts

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Displays the number of accounts in the scope of filters. Click to view more details. 

In the above example:

  • 9 accounts match the filters
  • There are 2 fewer accounts (22%) since the previous comparable time period

Add or remove segments on the dashboard

The segments section allows you to view groups of accounts within an overall scope. For each segment, you can click to more details in each area:

  1. View number of accounts with trend indications
  2. View accumulated value with value at risk
  3. View health segmentation with score
  4. Historical trend chart for that segment based on the selected time period

By default, segments from your active health profiles are applied. You can customize this section as needed.

A best practice is to use the customer health console for renewal forecasting. Typically, customers with poor health too close to their renewal period are at high risk of churn. Adding a "Renewals" segment to your weekly meetings at the beginning of the quarter gives you immediate visibility and allows you to plan proactively before it's too late. 

  1. From health console, click + next to the segments section. Or click the cog wheel icon for more options to configure, arrange, or remove.
  2. Add a name for the segment, and choose the filter criteria you want to apply.
  3. User attributes or segments based on the user object are not supported.
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  4. Click Save.
  5. The segment is added to the view. 
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Click + > Revert to health profiles to remove all custom segments from the console at once.

View team portfolios

The bottom of the dashboard displays a snapshot of account health, according to anyone with an account assignment role within your team (and extended account set from other teams). This analysis allows you to quickly view which team members are carrying the most risk in their portfolios.

  • Click in the widget to view more details
  • Optionally select Show team members only to filter this section by team members within the selected team (not extended account set).

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