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If you’re doing everything you can but it still feels like your results are stagnating - you’ve hit the performance plateau.
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Onboarding is a key Customer Success responsibility that can make or break your relationship. During onboarding, a CSM has the opportunity to trigger behavior change, set realistic goals, and define success plans. This opportunity comes with a responsibility - that of ensuring the customer gets value as quickly as possible.
In order to improve that time to first value, you need to create and perfect your onboarding playbook to closely define the tools and actions you’ll need for success.
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Shatter the Customer Success Performance PlateauAmity
We know what customer success is supposed to do: predictably drive revenue growth. Seems clear enough, but what’s less clear it how to actually make that happen.
If you’re doing everything you can but it still feels like your results are stagnating - you’ve hit the performance plateau.
Breaking the circle of limited customer success performance will send your KPIs skyrocketing and your customer success team changed forever. If you're looking to become a game changer and crush your goals, there are a few changes you should make to your workflow, you just need to know what, and how.
Arello Mobile and Pushwoosh are two sister companies based in Novosibirsk in Siberia, Russia. 3 years ago, the workplace was stressful and the days very long. Managers and clients were constantly fighting, while teams failed to meet delivery dates. We chose to pursue Kanban to address these challenges. Adoption at Arello was relatively easy and the maturity of the implementation is now quite deep. Pushwoosh has been another story. There was skepticism and resistance. This talk describes in detail what has been achieved at Arello, a mobile application development company of around 50 people, and contrasts it with the challenges at Pushwoosh, a push notification service with a similar number of staff. Both companies have the same owners and share some common staff and resources, however, cultural reaction to Kanban was very different. Some of the latest Kanban coaching concepts including use of the Kanban Maturity Model are now being applied at Pushwoosh. There are indications this measured and thoughtful approach is likely to succeed.
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This complete deck can be used to present to your team. It has PPT slides on various topics highlighting all the core areas of your business needs. This complete deck focuses on Client Onboarding Process Project Statistics Research Technology Agreement Management and has professionally designed templates with suitable visuals and appropriate content. This deck consists of total of twelve slides. All the slides are completely customizable for your convenience. You can change the colour, text and font size of these templates. You can add or delete the content if needed. Get access to this professionally designed complete presentation by clicking the download button below. https://bit.ly/3000xqH
Engagex is a Farmers approved vendor for FFR appointment setting. We help agents meet with their existing customers for FFR meetings so they can cross-sell policies and improve customer retention. Get the benefits of FFR meetings without spending time on the phones.
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https://seribangash.com/difference-public-and-private-company-law/
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3. Notes From
previous slide
• THE AGENCY WORKS
• WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
• WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND
HOW TO IMPLEMENT SYNERGIST TAILORED FOR
AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND
THE SYSTEM TO REDUCE THINGS SUCH AS OVER-
SERVICING.
• SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM
YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP
ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN
POINTS.
4. • WHY ARE AGENCIES OVER-SERVICING?
• HOW CAN OVER-SERVICING BE REDUCED?
TODAYS TOPICS
5. • WHY ARE AGENCIES OVER-SERVICING?
TODAYS TOPIC NO1
6.
7. Notes From
previous slide
• FOOD GROUP – A linked in group for like minded
individuals to discuss issues and challenges they face
within their agencies. This one report shows results
from our quarterly survey that was completed by over
70 agencies in the UK. And you can see that over-
servicing is still from last quarter to this one, the main
challenge. And the 2nd main challenge is is increasing
their profits- these two go hand in hand.
• Food for thought: Should the term over-servicing
actually be adopted to under recovery.
8. Inaccurate estimating
Spending too much time on a job
Human Error
Using a different resource
Client moves the goal posts
Agency not selling enough hours
6 MAIN REASONS FOR OVER-
SERVICING
9. Notes From
previous slide
1. Inaccurate estimating – Agencies not having a different estimate to the quote, and also not giving
a true reflection of how long work will take and who is needed to complete it.
2. Staff do not have clarity on the estimated number of hours so they spend too much time on a
job– when using tools like the calendar bookings, this will reduce that risk
3. Human Error – This one cannot really be helped, it happens from time to time but if you are
estimating and recording time accurately you will be able to identify if it happens too much.
4. Using Different Resource – It may be that a junior is taking a lot longer than a senior on a task.
So the time estimated should be considered for different resource.
5. Clients Moves goal posts – First question is who is paying for this? This may be where you can
step in and move the estimate and tell them how much longer you will need and what resource you
have available. Presenting them with accurate evidence. Also looking at patterns, with different
jobs, clients, resource.
6. Hours available VS hours sold within an agency is KEY to keep track of. A simple calculation of
how many resource, how many chargeable hours and non chargeable hours for each per month.
All together compared with the estimates turning into live jobs. Are we selling enough to keep our
resource busy. Otherwise they will spend too much time on a job because they have nothing else
to do in a hurry. Which could turn into them spending non chargeable time on jobs.
10. • HOW CAN OVER-SERVICING BE REDUCED?
TODAYS TOPIC NO2
11. - Your Estimate is an internal budget of the Time, Materials
and Purchases required to deliver the brief that’s been
requested.
TIME: How many hours do I need to spend on this?
MATERIALS: Do I need to use any stock/consumable items?
PURCHASES: Do I need to order anything externally from one
of our Suppliers?
- It’s only ever seen by you, not by your Client/Prospect.
This should ALWAYS be a true, honest and accurate
reflection of what you plan to deliver
12. Notes From
previous slide
• Here you need to work out, how many hours do we need in which
phases, when do we need to do it and who do we need to
complete the work.
• To make your resource management and capacity plans even
more accurate, the correct dates should be allocated to each
phase.
• Your estimate should always be an INTERNAL ACCURATE
costing and based on the clients brief not budget! This should not
be manipulated because these hours are a true reflection of
what’s needed so what then will run into the studio.
• If you do not want to manipulate your quote based on the budget
a client may have provided (client facing doc) then offer them a
lesser version or inform them you can’t go any lower!
13. - Your Quotation is how you commercialise your Estimated
figures and portray a Selling Price to your Prospect/Client.
- Using Rate Cards and Purchase Mark-ups, Synergist will
calculate your Recommended Charge Quotation.
- Any manipulation to wording or figures should be done here,
before sending over to your Prospect/Client.
- The overall aim is to ensure your Quotation is of a value that
you’re happy sell at, and your Prospect/Client is happy to buy
at.
14. Notes From
previous slide
• Quote is your EXTERNAL client facing document where
if needed, the value can be manipulated. Whether that is
adding or reducing value.
• Example of where you may add value: If the client sent a
million amendments on a previous job that wasn’t taken
into consideration in the estimate, which made the job go
way over.
• Example of where you may reduce value: To win new
business
16. Notes From
previous slide
• Another challenge comes from inaccurate scheduling of
resource, by giving them a job,task,number of hours
estimated they have clarity on what needs to be done and
when by using a tool like this that feeds the hours from the
estimate. But following a process like this whether it be
verbally in a meeting, on excel, on a white board…… this
will make the hours given to the studio strict and accurate
form the internal estimate. To get the best out of them.
• The management will be happier and the studio, because
they will have visibility on what’s expected.
18. Notes From
previous slide
• Keeping track of time that is recorded against a job. Daily
time recording, so if a job is going over budget the handler
has visibility.
• Also recording notes with the time.
• This will also allow you to look at the est VS act and
maybe update the estimates for jobs dependent on the
actuals!! This will make the estimating even more accurate
because you will see patterns and be able to see whether,
the estimate is inaccurate, spending too much time on the
job, client has moved the goals posts…. Etc… (6 reasons
for over-servicing)
19.
20. Notes From
previous slide
• Track how many hours are being sold against how
many you have available.
• If there aren’t enough being sold, look at departments
that are lacking, and also look at how many they have in
their pipeline to see if they can push some more
through, potentially with a discount. Otherwise those
spare hours will be spent over-servicing on other jobs.
21. 1.How to get this nailed down and why.
Estimate accurately and honestly
Schedule hours from the estimate
Always record time against jobs
Report on your EST VS ACT to spot patterns and make
the estimate more accurate
Have all features integrated
TOP TIPS
22. Notes From
previous slide
• Have all features integrated, use your estimate and
Gantt charts to drive the capacity plans and then use
the estimated hours to schedule.
• Whether you are using a system, a number of tools,
excel. Having all of these talking to each other will make
the process a lot smoother, and reduce things such as
over-servicing occurring.
23. Giving the visibility to make more informed
business decisions
Improved organisation & stability within a
business
Happier staff
Happier clients
Happier management
WHAT ARE THE BENEFITS OF USING THE RIGHT TOOLS
AND ACTIONS?
THE AGENCY WORKS
WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING.
SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
THE AGENCY WORKS
WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING.
SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
FOOD GROUP – A linked in group for like minded individuals to discuss issues and challenges they face within their agencies. This one report shows results from our quarterly survey that was completed by over 70 agencies in the UK. And you can see that over-servicing is still from last quarter to this one, the main challenge. And the 2nd main challenge is is increasing their profits- these two go hand in hand.
Should the term over-servicing actually be adopted to under recovery.
THE AGENCY WORKS
WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING.
SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
Inaccurate estimating – Agencies not having a different estimate to the quote, and also not giving a true reflection of how long work will take and who is needed to complete it.
Staff do not have clarity on the estimated number of hours so they spend too much time on a job– when using tools like the calendar bookings, this will reduce that risk
Human Error – This one cannot really be helped, it happens from time to time but if you are estimating and recording time accurately you will be able to identify if it happens too much.
Using Different Resource – It may be that a junior is taking a lot longer than a senior on a task. So the time estimated should be considered for different resource.
Clients Moves goal posts – First question is who is paying for this? This may be where you can step in and move the estimate and tell them how much longer you will need and what resource you have available. Presenting them with accurate evidence. Also looking at patterns, with different jobs, clients, resource.
Hours available VS hours sold within an agency is KEY to keep track of. A simple calculation of how many resource, how many chargeable hours and non chargeable hours for each per month. All together compared with the estimates turning into live jobs. Are we selling enough to keep our resource busy. Otherwise they will spend too much time on a job because they have nothing else to do in a hurry. Which could turn into them spending non chargeable time on jobs.
THE AGENCY WORKS
WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING.
SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
Here you need to work out, how many hours do we need in which phases, when do we need to do it and who do we need to complete the work.
To make your resource management and capacity plans even more accurate, the correct dates should be allocated to each phase.
Your estimate should always be an INTERNAL ACCURATE costing and based on the clients brief not budget! This should not be manipulated because these hours are a true reflection of what’s needed so what then will run into the studio.
If you do not want to manipulate your quote based on the budget a client may have provided (client facing doc) then offer them a lesser version or inform them you can’t go any lower!
THE AGENCY WORKS
WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING.
SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
Quote is your EXTERNAL client facing document where if needed, the value can be manipulated. Whether that is adding or reducing value.
Example of where you may add value: If the client sent a million amendments on a previous job that wasn’t taken into consideration in the estimate, which made the job go way over.
Example of where you may reduce value: To win new business
THE AGENCY WORKS
WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING.
SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
Another challenge comes from inaccurate scheduling of resource, by giving them a job,task,number of hours estimated they have clarity on what needs to be done and when by using a tool like this that feeds the hours from the estimate. But following a process like this whether it be verbally in a meeting, on excel, on a white board…… this will make the hours given to the studio strict and accurate form the internal estimate. To get the best out of them.
The management will be happier and the studio, because they will have visibility on what’s expected.
THE AGENCY WORKS
WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING.
SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
Keeping track of time that is recorded against a job. Daily time recording, so if a job is going over budget the handler has visibility.
Also recording notes with the time.
This will also allow you to look at the est VS act and maybe update the estimates for jobs dependent on the actuals!! This will make the estimating even more accurate because you will see patterns and be able to see whether, the estimate is inaccurate, spending too much time on the job, client has moved the goals posts…. Etc… (6 reasons for over-servicing)
THE AGENCY WORKS
WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING.
SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
Track how many hours are being sold against how many you have available.
If there aren’t enough being sold, look at departments that are lacking, and also look at how many they have in their pipeline to see if they can push some more through, potentially with a discount. Otherwise those spare hours will be spent over-servicing on other jobs.
THE AGENCY WORKS
WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING.
SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
1.Estimate accurately
2.Schedule hours from estimate
3.Report on capacity
4.Set accurate dates
5.Have all features integrated, so use estimate and Gantt charts to drive the capacity plans and then use the estimated hours to schedule. Whether you are using a system, a number of tools, excel. Having all of these talking to each other will make the process a lot smoother, and reduce things such as over-servicing occurring.
THE AGENCY WORKS
WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK
WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING.
SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.