If you always do what you have always done, you will always get what you always got - to capitalize on a market, to avoid a downtown, in today's sales world change is not a nicety its a necessity.
Summer Lindman. "The phases of building out a robust customer health score"Octopus Events
1. Phase 1: Decide what “customer health” actually means to your business.
1.1. Is customer health a metric you want to use to predict churn, or is it a metric used by customer success to focus their efforts on the right clients.
1.2. How often do you want to (or can) update your customer health score?
1.3. What elements do you want to look at?
- Usage,
- Engagement,
- NPS score,
- Length of time as a customer,
- Executive alignment.
1.4. What are the weights of the score?
1.5. Is it only quantitative information, or also qualitative?
2. Phase 2: Put your health score into practice.
2.1. Get buy-in from your executive team.
2.2. Gain adoption from the teams.
2.3. Begin using health as a measure of performance for customer success and product teams.
3. Phase 3: Analyze and iterate.
3.1. Are we calculating the health score often enough? How frequently is it changing?
3.2. Are each of our metrics something the teams can influence? Are we looking at the most impactful metrics?
3.3. Are our weights correct?
4. Phase 4: Revise and repeat.
Summer Lindman. "The phases of building out a robust customer health score"Octopus Events
1. Phase 1: Decide what “customer health” actually means to your business.
1.1. Is customer health a metric you want to use to predict churn, or is it a metric used by customer success to focus their efforts on the right clients.
1.2. How often do you want to (or can) update your customer health score?
1.3. What elements do you want to look at?
- Usage,
- Engagement,
- NPS score,
- Length of time as a customer,
- Executive alignment.
1.4. What are the weights of the score?
1.5. Is it only quantitative information, or also qualitative?
2. Phase 2: Put your health score into practice.
2.1. Get buy-in from your executive team.
2.2. Gain adoption from the teams.
2.3. Begin using health as a measure of performance for customer success and product teams.
3. Phase 3: Analyze and iterate.
3.1. Are we calculating the health score often enough? How frequently is it changing?
3.2. Are each of our metrics something the teams can influence? Are we looking at the most impactful metrics?
3.3. Are our weights correct?
4. Phase 4: Revise and repeat.
The usual performance metric that most Paid Search professionals would do bid optimisation against is CPA or ROAS. I explore other different metrics that could be used that would still really help drive a better performance than one would usually see. It looks at ways not just to drive revenue growth but also improve cost efficiency.
Every business owner starts a business to make profits. "Are there ways to accelerate it?" is a common question founders have asked me.
The answer is Yes, there are. Precisely, that's what we are going to talk in this video. This is a recording of the webinar dated 28 Sep 2018
Peter Lyon. "Scaling your SaaS business with Customer Success (and boost your...Octopus Events
OK, you’ve just achieved $1M (or more) in ARR and ready to start scaling your SaaS business. Investing in Sales and Marketing is the obvious choice, but focusing Customer retention can also help drive up your revenue. Simply put, you need to hold on to those customers that cost you so much in sales and marketing but you may need to let the ones that are draining you of expensive engineering. This talk will cover the following:
1. Why the VC’s want you to have a Customer Success plan?
2. When do I know I need to create my first Customer Success role/function?
3. What are the foundations of Customer Success?
4. What are the quick wins for Customer and Revenue retention?
5. What are the key metrics to use to gauge successful customer and revenue retention?
Enabling Managers To Coach with Data [Webinar Slides]Frederik Hermann
Join us as we share how to enable front line managers to coach with performance and correlation data. The team at RingCentral rolled out a number of programs to improve the quality and effectiveness of coaching in a remote environment with prescriptive sales performance data. Our guests Sarah Fricke (Director Sales Enablement) and Caitlin Lambert (Enablement Analyst) from RingCentral are the ones spearheading these initiatives and will a share a hands-on playbook and templates to boost sales performance with data-driven enablement.
Here are some key takeaways you can expect from this conversation:
1. What it means to coach in a remote environment
2. How to align to sales leader goals
3. Equipping managers with the right metrics to coach to
4. A dashboard template with the metrics and KPIs that matter most
5. And how to bring this all together to implement with systems and processes
Watch the recording at https://saleshood.com/enabling-managers-to-coach-with-data/
--
Brought to you by Saleshood - https://saleshood.com
Saleshood is the leading all-in-one sales enablement platform used by hyper-growth companies to boost sales performance. Saleshood is proven to reduce time to ramp, lift quota attainment and accelerate sales velocity. Successful hyper-growth companies like Drift, Demandbase, Bombora, Domo, Omada Health, Sage, Seagate, RingCentral, Tanium, Tealium, Trinet, and Yext use Saleshood to realize fast revenue outcomes with 100% virtual training, coaching and selling – at scale.
Customer Success Cubed - The Simplest Guide you will ever FindTotango
Presentation by Guy Nirpaz, CEO at Totango.
The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.
Marketing Automation can lead to successful turnarounds
if done right, and this whitepaper aims to
highlight how Marketing Automation is subject to
multiple points of vulnerability and what needs
should be addressed when considering automation.
Do your prices include your costs to get the right customers? Here's an easy way to make sure and see what it really costs to acquire, maintain, and retain them. From BSC RISE Austin 2012.
Seems like a magic wand – Mobile CRM Solutions are today’s solution to enhance leads in any business and assist in converting them into actual clientele. Be it any fraternity, for any business to succeed it is most essential to generate maximum leads as possible and that is what a CRM solution does the best. Have a look at how and why is a CRM solution the right choice for augmented lead generation
Read More At: http://ecrmsolutions.co/blog/ecrm-lead-generation-vital-indispensible-ingredient/
The Many Faces of Sales Enablement: How to Drive Revenue Through Retention Ma...Aggregage
In a pandemic, it’s more important than ever to focus on retaining and expanding current customers. So, how can sales and marketing support the retention effort? Join Ruth Stevens as she dives into this fast-paced session and reviews the 7 key strategies for current customer marketing, to enable sales and expand customer value.
The usual performance metric that most Paid Search professionals would do bid optimisation against is CPA or ROAS. I explore other different metrics that could be used that would still really help drive a better performance than one would usually see. It looks at ways not just to drive revenue growth but also improve cost efficiency.
Every business owner starts a business to make profits. "Are there ways to accelerate it?" is a common question founders have asked me.
The answer is Yes, there are. Precisely, that's what we are going to talk in this video. This is a recording of the webinar dated 28 Sep 2018
Peter Lyon. "Scaling your SaaS business with Customer Success (and boost your...Octopus Events
OK, you’ve just achieved $1M (or more) in ARR and ready to start scaling your SaaS business. Investing in Sales and Marketing is the obvious choice, but focusing Customer retention can also help drive up your revenue. Simply put, you need to hold on to those customers that cost you so much in sales and marketing but you may need to let the ones that are draining you of expensive engineering. This talk will cover the following:
1. Why the VC’s want you to have a Customer Success plan?
2. When do I know I need to create my first Customer Success role/function?
3. What are the foundations of Customer Success?
4. What are the quick wins for Customer and Revenue retention?
5. What are the key metrics to use to gauge successful customer and revenue retention?
Enabling Managers To Coach with Data [Webinar Slides]Frederik Hermann
Join us as we share how to enable front line managers to coach with performance and correlation data. The team at RingCentral rolled out a number of programs to improve the quality and effectiveness of coaching in a remote environment with prescriptive sales performance data. Our guests Sarah Fricke (Director Sales Enablement) and Caitlin Lambert (Enablement Analyst) from RingCentral are the ones spearheading these initiatives and will a share a hands-on playbook and templates to boost sales performance with data-driven enablement.
Here are some key takeaways you can expect from this conversation:
1. What it means to coach in a remote environment
2. How to align to sales leader goals
3. Equipping managers with the right metrics to coach to
4. A dashboard template with the metrics and KPIs that matter most
5. And how to bring this all together to implement with systems and processes
Watch the recording at https://saleshood.com/enabling-managers-to-coach-with-data/
--
Brought to you by Saleshood - https://saleshood.com
Saleshood is the leading all-in-one sales enablement platform used by hyper-growth companies to boost sales performance. Saleshood is proven to reduce time to ramp, lift quota attainment and accelerate sales velocity. Successful hyper-growth companies like Drift, Demandbase, Bombora, Domo, Omada Health, Sage, Seagate, RingCentral, Tanium, Tealium, Trinet, and Yext use Saleshood to realize fast revenue outcomes with 100% virtual training, coaching and selling – at scale.
Customer Success Cubed - The Simplest Guide you will ever FindTotango
Presentation by Guy Nirpaz, CEO at Totango.
The simplest guide you will ever find to help you succeed in Customer Success. Presented at the Totango Customer Success Silicon Valley Meetup.
Marketing Automation can lead to successful turnarounds
if done right, and this whitepaper aims to
highlight how Marketing Automation is subject to
multiple points of vulnerability and what needs
should be addressed when considering automation.
Do your prices include your costs to get the right customers? Here's an easy way to make sure and see what it really costs to acquire, maintain, and retain them. From BSC RISE Austin 2012.
Seems like a magic wand – Mobile CRM Solutions are today’s solution to enhance leads in any business and assist in converting them into actual clientele. Be it any fraternity, for any business to succeed it is most essential to generate maximum leads as possible and that is what a CRM solution does the best. Have a look at how and why is a CRM solution the right choice for augmented lead generation
Read More At: http://ecrmsolutions.co/blog/ecrm-lead-generation-vital-indispensible-ingredient/
The Many Faces of Sales Enablement: How to Drive Revenue Through Retention Ma...Aggregage
In a pandemic, it’s more important than ever to focus on retaining and expanding current customers. So, how can sales and marketing support the retention effort? Join Ruth Stevens as she dives into this fast-paced session and reviews the 7 key strategies for current customer marketing, to enable sales and expand customer value.
The book The Effortless Experience provides valuable insights into drivers of customer loyalty and disloyalty. The information is counter to what has traditionally been well-accepted practices in business. It's critical for Customer Success practitioners to understand the correlation between customer effort and loyalty in support of customer acquisition and retention goals.
Sales Process and Quick Introduction to CRMAhmad Fahim
This is a summarized presentation about aspects of strategic business development for start-up companies. The presentation was delivered to a group of 8 startup companies under Ibtikaar project of Ministry of Communication and Information Technology of Government of Afghanistan by Aghaez Founder, Ahmad Fahim Didar.
A recent survey of more than 200 retail executives highlighted significant opportunities for retailers to increase ROI through smarter workforce management (WFM).
Almost three quarters (74%) of survey respondents said they do not have highly efficient WFM operations processes in place. Retailers need to focus on scheduling, payroll, labor standards and more in order to improve their ability to deliver better customer service.
About Minds and More
Minds&More supports clients to grow their business by building capabilities in marketing, sales and transformation.
www.mindsandmore.biz
Trends in B2B Marketing: 7 Marketing and Sales Strategies to Grow Your Revenu...Aggregage
Many companies have the core marketing and sales elements to take their revenue to the next level, but are still missing out on some key opportunities. Join Christopher Ryan, CEO of Fusion Marketing Partners and writer of the recent book "The Expert’s B2B Revenue Growth Playbook," to discover seven steps that you can immediately take to grow your company’s revenue quickly and consistently!
Learn what solutions Sage offers for Sales, Marketing and Customer Service teams to be more successful. Our Relationship Management solution is packed with features that will make a real and immediate impact to organizations looking to stay ahead in today’s competitive marketplace.
Series of presentations from the MantraVision Caribbean 2016 Event held on April 20th by Mantralogix Inc.
http://insights.mantralogix.com/mantravision-caribbean-2016
KONA Group is renowned for it’s specialist team of business improvement experts with proven methodologies and processes. KONA provide sales improvement, stratgy Execution, Managment and Leadership Development.
http://kona.com.au
2. 2
BACKGROUND
• Business pressures
– lower margins
– more competition
– need to increase service levels and customer
“touches”
– continual search for new routes to market
– cost of entry into markets prohibitive
– educated buyers with less buying time
3. 3
If you always do what you have
always done you will always get
what you always got!
Change, therefore, is not a nicety,
it’s a necessity!
4. 4
Transforming your business
DIRECT SALES
CHANNEL SALES
TELESALES
SELLING
HUNTING
B2B
SELLING
OUTBOUND CALLING
APPOINTMENT SETTING
CHANNEL SALES
DIRECT SALES
FACE TO FACE
CONSULTING
FARMING
B2C
CUSTOMER CARE
INBOUND CALLS
LEAD GENERATION
5. 5
Transforming your business - how we help
• Business analysis
• Business process development
• Support for recruitment
• Induction programme
• Training and development
• Coaching
• Key performance indicator development and monitoring
• Hand-over an operational sales unit
6. 6
Business benefits
• Fast start to your business transformation
– faster revenue generation
• Take advantage of our experience
– save time, avoid costly mistakes
• Control start up or change costs
– better budgeting, control your ROI
• Reduce recruitment costs
– right hire first time, long term cost savings
7. 7
Our credentials
• Oracle Corporation
– move to telesales from face to face selling
• Embarcadero Europe Ltd
– reactive in bound call centre to outbound proactive
• Sybase
– new call centre operation for hunting not farming
• Orange (France Telecom)
– new telephone account management team, new account management
process
• BEA Systems
– direct to channel sales
– lead generation to telesales
8. 8
The team
• Ian Farmer
– principal consultant, 30 years international sales, marketing
and general management experience, SME start up, BPR
and turnaround specialist
• Paul Bates
– 13 years call centre management experience, start ups and
turnarounds, up to and including sales directorship,
performance management expert, international channel
management professional
• Lesley Hammersley
– 21 years sales and customer service experience,
accomplished trainer and motivator in telebusiness arena
9. 9
Next step……..
• We deliver lower costs, greater revenues
and real competitive advantage for your
company
• If you always do what you have always
done you will always get what you always
got!
• Engage with us now!
10. 9
Next step……..
• We deliver lower costs, greater revenues
and real competitive advantage for your
company
• If you always do what you have always
done you will always get what you always
got!
• Engage with us now!