Totango, provider of a customer engagement platform for software businesses, has released Customer Health Dashboard, which helps cloud application providers and software as a service companies of all kinds track and manage overall user happiness at a glance.
The Customer Health Dashboard is a configurable cloud-based tool that summarizes customer success and engagement using real-time activity streams, capturing and calculating data like overall time spent, license use, CRM system feeds, and trouble tickets. With it, users can get a clear picture of their customer base's health, identify customers at risk, and track trends across segments.
Totango found in recent customer success research among more than 1 million prospects and customers of software businesses that more than half of paying customers aren't using the service they paid for. The same study also found an unsurprisingly near-perfect correlation between non-use and cancelations: cancelations of software subscriptions were almost always preceded by a period of non-use.
The Customer Health Dashboard can show users at a glance how well their success strategies are working and gives customer-facing personnel the tools to help customers be more successful where needed. Not only can users quickly locate their best customers, but they can also identify the ones requiring the most attention and take immediate action, engaging with them before they see a problem.