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.
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.
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.
- Visit the Customer Data Hub to create an integration for each of your data sources.
- 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.).
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.
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.
- Use the scorecard to validate your data looks correct.