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VirtualPBX - Back Office, Delivering Voice in a Competitive Market - KazooCon 2015

In a competitive market, high quality voice services alone are rarely enough. Lon will speak about the customer lifecycle, back office systems from Sales to CRM to deployment, and how to drive profitable growth while delivering an excellent customer experience.

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VirtualPBX - Back Office, Delivering Voice in a Competitive Market - KazooCon 2015

  1. 1. BACK OFFICE Delivering Voice in a Competitive Market
  2. 2. Delivering profitable, award-winning hosted services since 1997. We were cloud-based before the “cloud” and built by our founders from the ground up – bootstrapped with no venture capital – 100% customer focused organic growth.
  3. 3. Lon Baker COO, VirtualPBX @lonbaker joined as a customer in 1998
  4. 4. Customer Lifecycle Drives everything…
  5. 5. Acquire Onboard AdoptGrowth Renewal Churn
  6. 6. Acquire Customer acquisition is expensive. Get it right.
  7. 7. Prospects Self Service Sign-Up Marketing Sales Leads Customers
  8. 8. Onboard Education determines experience.
  9. 9. Customer Live Support Self Service Resources Automate Setup Check-in Often Onboard Contact Early
  10. 10. Adopt Not your customer until they rely on your service.
  11. 11. Customer Live Support Feature Trickle System Use Customer Operations Adopt Self Service
  12. 12. Growth Stay ahead of your customers.
  13. 13. Customer Recognition at Milestones Feature Trickle Ongoing Education Account Management Growth Capture Feedback
  14. 14. Renewal Predictable or you failed.
  15. 15. Customer Sales Marketing Account Management Customer Operations Renewal Billing
  16. 16. Wiring Everything Together It’s an API world…
  17. 17. Customers Services Platform
  18. 18. @vpbx @lonbaker Thank You

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In a competitive market, high quality voice services alone are rarely enough. Lon will speak about the customer lifecycle, back office systems from Sales to CRM to deployment, and how to drive profitable growth while delivering an excellent customer experience.

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