Customer Health in Executive Console - Overview

Totango’s Customer Health in the Executive Console gives you the ability to segment, examine, and drive health across your entire customer portfolio.

You can see the health score for your entire customer base (not just one portfolio), as well as across any segments that you define (e.g., onboarding, established, renewals, etc.), and across your team of customer success managers. It is available in Executive Console | Customer Health for all Totango Users with permission to access Executive Console.

Main Filters

The entire Health Console can be filtered by any segment of customers you define, based on a combination of attributes.

For example: High Contract Value + Specific Account Owner or Account Type + Status. This filter criteria will impact the accounts that appear in the next two sections (Segments and Team Portfolio). If the accounts in the segments (Segment Section) do not satisfy the main filter criteria then the segment will be greyed out. 

Timeframe

You can switch timeframe and granularity for the entire console to see trends monthly or weekly within the timeframe you select.

Segments Section

Next you will see a list of segments that you define. Each segment includes a set of accounts with trend indications, accumulated value, value at risk, health segmentation with quality score and historical trend chart for that segment (based on the Timeframe you have selected).

The historical trend chart displays the Health Score (for the entire segment).

Customizing segments

You could define segments by customer life cycle, health profile, contract value, etc. And you can edit/add/remove/reorder any segment in the console, this will allow you to customize the console to your specific needs and business practices.

Please Note: You can reset the segments back to the default by clicking 'Revert to Health Profiles'. This will then show all of your Health Profiles as the list of segment. This action is not reversible.

Team Portfolio Section

The Team Portfolio section lists users who own customers - based on Success Manager & Sales Manager attributes of the account assignment. The main filter controls the customers scope and is an efficient way to create teams views, ex: defining a filter to show only customers owned by specific CSMs.

You can control whether to see only team members who have an account in Totango or all users with ownership in your data using the checkbox.

Check out Best Practices for Segmenting Your Customer Journey.