In this webinar, Ravit Danino, VP of Product Management at Totango, gives an in-depth look at a groundbreaking, modular, concept in Customer Success. In our first ever mini-series SuccessBLOCs: Onboarding, Escalation, and Adoption, the second installment Escalation, you'll learn: -Detecting, acting on and resolving customer escalations are a part of the Customer Success journey -How Spark can help you dramatically improve the customer experience and reduce friction and frustration along the way Find the on-demand webinar and more info at www.totango.com.

1. Onboarding
Escalation SuccessBLOC
Ravit Danino | VP Products | ravit@totango.com

2. Agenda
● Spark
● Escalation Best Practices
www.totango.com
● Escalation SuccessBLOC

3. Accelerating The Customer Centered Economy
In a digital world where the customer is in the driver seat, we enable
companies to center around their customers and drive Customer
Centered Growth.
Totango
Mission

4. THE FOCUS IS ON RESULTS, NOT JUST ACTIVITIES
Introducing

5. © 2018 TOTANGO. CONFIDENTIAL.
Escalation

6. © 2018 TOTANGO. CONFIDENTIAL.
Escalations (Manager’s Perspective)
I would like to ensure that as a team we consistently resolve escalations
and use the opportunity to grow the relationship with the customers.
I measure success in handling escalation by:
1. Minimize the number of new escalations
2. Resolve open escalation in less than 30 days
3. Ensure customer trust during and post escalation

7. All Rights Reserved
Content Proprietary of Totango