Customer health shouldn’t just track activity, it should track customer value and how it connects to revenue. Our latest updates bring these two worlds together!

Value-driven health metrics

Turn customer objectives into health insights with value realization metrics. Health scores can now reflect whether customers actually achieve value milestones. 

What's new:

Use objectives metrics in any segmentation engine, including health profiles. Find these new metrics in a dedicated default dimension: Value Realization/Objectives.

1. Number of completed objectives
   Objectives with status = Complete
2. Number of overdue objectives
   Due date has passed with open milestones and tasks remaining
3. Number of active objectives
   Objectives with status = In progress
4. Number of at risk objectives
   Objectives with status = Blocked | On hold
5. Number of objectives*
   Total objectives, regardless of pacing and progress

*Previously this metric applied only to legacy objectives. If you’ve enabled new objectives, it applies to the new collection object; however, this metric is under the "Work" dimension.  

Opportunity hierarchies for revenue visibility

Get a fuller picture of revenue performance across your account hierarchies. Hierarchy calculations—previously limited to the account object—can now be applied to the opportunity object as well. Pair this with value-based health to understand not only who is realizing value, but also where that translates into expansion and growth.

You must have Opportunity Management enabled to leverage this additional object.

Suggested use cases

Roll up and transform opportunity data across parent/child structures to better understand pipeline, risks, and trends at every level.

1. Pipeline rollup: Sum total pipeline value across all child accounts' open opportunities and roll it up to the parent account for a complete enterprise view.
2. Close date insights: Use MIN or MAX on opportunity close dates to create parent-level attributes like "Earliest Opportunity Close Date" or "Next Expected Close Date."
3. Risk spotting: Count opportunities with low health or win probability, and surface the total count at the parent level for proactive CSM or leadership action.
4. Strategic planning: Use AVG to calculate the average opportunity size across subsidiaries or product lines to guide resource allocation or prioritization.

Drill into segments from custom reports

Ever wanted to quickly see the data powering a certain visualization? Us too. Now in the Report Builder, click on any bar or slice of a donut component to see the underlying segment.

Why this matters:

Skip the manual work of recreating filters! In just one click, dive into the actual data behind each slice—without having to create and save a new segment. Totango does the heavy lifting.

This feature isn’t yet supported on reports set as scorecards, but it’s coming soon!  Reports set as "scorecards" now support drilling into segments!

New "Users" tab in the account profile

Finding all users linked to an account just got easier. The Contacts widget now includes a “Users” tab, giving you a clear view of every user record associated with an account—beyond just the designated contacts and key contacts.

What's new:

This update gives you faster insights into your account’s user base and makes managing users simpler and more efficient.

• Full visibility: See all users on an account at a glance, including contacts or key contacts.
• Quick segment: Open a segment directly from the "Users" tab to explore users on the account beyond contacts. Default filters show only users who are not a contact or key contact.
  
• Quick search: Find any user by name directly within the Users tab.
• Add new users: While most users come via integrations or usage data, you can now add them manually if needed.