This release includes updates for customer value tracking (objectives) and My Business definitions related to hierarchy calculations.
Customer value tracking with Totango objectives
Last month, we laid the foundation for a new Totango. Today, we take the next step: Customer value tracking with Totango objectives. It’s not just a feature; it’s a new north star in how you will identify, measure, and prove customer value.
With trackable customer objectives, you’ll be able to move beyond just measuring proxies for value—usage, health, activities—and finally measure value realization itself. All in a templatizable, scalable, and reportable system that is easy to operationalize.
What you need to know
With the new objective experience, your teams can now:
- Add objectives to accounts—manually, from a template, or at scale using SuccessPlay actions
- View objective pacing per account and share success plans directly with customers
- Gain value-based insights across your customer base via:
- The new My Business | Value Tracking view
- A dedicated objectives segment
- Objective data points in all segmentation engines
- Updated API endpoints (see below for changes)
How are legacy objectives handled?
Here’s how we’re handling legacy objectives:
Objectives library
- Objectives already applied to accounts will remain visible in the Plan tab; they've automatically been converted to the new format
- The legacy objective library is now read-only (with the option to delete templates)
- Existing SuccessPlays using legacy objectives will continue to function, but:
- You can’t create new plays using legacy objectives
- If you remove a legacy objective from a play, you won’t be able to add it back
Some customers have chosen to delay their migration to the new objectives experience. Please contact your admin for more information.
API
We've updated body and routes for some endpoints. Please update any existing calls for:
- Create an objective
- Update an objective
- Delete an objective
- Read objective template IDs
- Create an objective from objective template
Set hierarchy calculations as renewal date in My Business
Previously, the My Business definition for "Renewal Date" supported account attributes only. Now, you can use a hierarchy calculation in the Renewal Date business definition.