Spark by Totango is the next generation Customer Success solution engineered to help your organization deliver better business results in weeks–not months. Built for outcomes not activities, Spark consists of modular units of value called SuccessBLOCs to define a portion of the customer success journey.
What is a SuccessBLOC and how does it work?
A SuccessBLOC (SB) provides a modular framework to package Customer Success organizations best practices around important customer journeys. It allows a Customer Success organization to define and operationalize these best practices consistently and effectively for successful outcomes.
SB’s are specific to a SuccessTeam.
A SB includes the following objects
Scorecards help you define and track goals visually using one or more KPIs for a SuccessBLOC. Use this to ensure you are achieving your goals.
Powerful Segment views provide quick access to account information with a focus on Timeline, Status or Work related aspects of the accounts in a segment. The grouped status view gives you the overall picture of accounts in a segment. You can read about the Lifecycle Status here.
Store best practice documentation such as templates and other reference documents within a SuccessBLOC so the entire team can leverage it.
Totango reports lets you visualize and understand trends over time, monitor fluctuations, and track segments' changes.
Operationalize best practices consistently within your CS organization by automatically creating tasks to achieve desired outcomes
Campaigns let you stay engaged with your customers by automating communication thus allowing CS teams to scale without affecting retention and adoption.
All your existing assets (Segments, Reports, SuccessPlay and Campaigns) can be copied or moved to the new SuccessBLOC. You can read more about this here.
SB’s can be created only by Team Admins or Global Admin. The SB owner can invite additional collaborators to help with the setup of the SuccessBLOC. Once setup, the SB can be published so the rest of the team can start using it.
Access Spark by navigating to https://spark.totango.com. You can start exploring Spark, create SuccessBLOCs by only involving key team members. Changes in Spark remain isolated and do not affect your production CSC environment.