Customer Intelligence: SuccessBLOC Setup

The Customer Intelligence SuccessBLOC enables you to identify and build the right account structure to support your business. Use the scorecard to validate key data points and to identify and correct any missing data. Once activated, you will have your customer list imported and ready to activate your next SuccessBLOC.

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. Identify your account structure

Determine which hierarchy option to use and how to prepare your data to support the selected model.

Action items

  1. Use the hierarchy questionnaire to determine the structure that fits best with your business.
  2. Enroll in the Planning Account Hierarchies course to learn more.  

2. Document your data model

Attributes drive the data that runs everything in Totango. Data Modeler allows you to define how your customer data must be represented and stored.

Action items

  1. Use the data model workbook to document your data model based on your hierarchy and start to define the sources of all the required data.
  2. Enroll in the Modeling Data course to learn the fundamentals of Totango account and user schema.

3. Import your customer list

When you have your data model workbook and data sources defined, you're ready to import your customer accounts. As a best practice, start with your customer account data (CRM), then import your users/usage and contacts, and then bring in your support data.

Action items

  1. Visit the Customer Data Hub to create an integration for each of your data sources. 
  2. Enroll in the Connecting Data to manage all data source connections and other integration jobs, including streamed activity via usage data.

4. Configure customer journey stages

Your customer's journey represents the key stages that they go through, post-purchase through advocacy. Within Totango, customer journey stage provides automatic segmentation of your customer base to indicate where they are in your overall process (e.g., onboarding, adoption, etc.).

Action items

  1. Once you have mapped your customer journey, ensure they are represented in Totango. Within Data Modeler, locate the Customer Journey Stage attribute and ensure stages match your journey.
  2. Ensure each account is assigned to the right journey stage. Edit account profiles individually or in bulk.

5. Assign your team to account ownership

Account assignment represents which team members have a role on the account (e.g., Success Manager, Sales Manager, etc.). When your accounts are in Totango, ensure account assignment is properly matched up.

Action items

  1. Add account assignment roles and team members to Totango.
  2. Ensure each account has an assignment role defined. Edit account profiles individually or in bulk.

6. Edit scorecard

The scorecard is made up of a series of KPI cards that measure the goals of your onboarding 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.

Action item

  1. Use the scorecard to validate your data looks correct.

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