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Customer Success | Obsessions Call | 11/14/23
Jun Hyeok
Created on November 13, 2023
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Transcript
Customer Success
📄
Obsession Call 11/14/2023
Start
Agenda
04
01
Hard Churn
Outreach - Top 10
Plans, units, ARR, and categories.
Custom, Plus, and Pro plans.
05
02
Efforts to Revert
Guides
Follow-ups, credits, or refunds.
Backlog, in doing, and completed.
03
NPS Feedback Survey
Number of detractors, neutral responses, and promoters.
Hard Churn
Q1 - 7 cancelations ($145,130 | 60 units) Q2 - 18 cancelations ($127,477 | 142 units) Q3 - 8 cancelations ($42,008 | 33 units) Q4 - 8 cancelations ($36,972 | 22 units)
In Q3 we got: - 1 Hybrid | 9 units | $15,000 ARR - 2 Custom | 4 units | $3,228 ARR - 6 Pro | 17 units | $14,580 ARR - 1 Pro+ | 3 units | $9,200 ARR
In Q4 we got: - 2 Custom | 5 units | $3,696 ARR - 1 Plus | 8 units | $2,784 ARR - 3 Pro | 5 units | $5,064 ARR - 1 Pro+ | 2 units | $11,250 ARR
Last week
Hard Churn
Q4
Q3
$36,972
$42,008
22 units
33 units
Comparison between Q3 and Q4
Efforts to Revert
Taking action by...
- Making the customer feel valued.
- Showing the customer the value.
- Actively listen to their needs.
- Building relationships with our biggest customers.
- Following up with customers that went live recently (after 2 weeks).
- Creating guides so they can rely on the knowledge base and the FAQs.
The experience is good, but we need to make it unique.
NPS Feedback Survey
Previous week (6th - 12th Nov)
NPS Score | 40
- 7 Promoters - 2 shared feedback.
- 1 Passive
- 2 Detractors - 2 shared feedback.
89
Responsesout of 1,768 unique views
NPS Feedback Responses
Samantha Archibald
Nyccole
Ashley
Donny Wong
can't pull my own accounting reports... what's up with that? System Bug - in review
Too many issues. You guys are still in beta phase and charging premium prices. You need to decrease your prices until you figure out the gliches System Bug - Review
So far pretty good product. But the support and response time is what you guys are knocking out of the park! Keep up the great work!
Best OS and support team ever! Period!
Outreach - Top 10
Custom, Plus, Pro, and Pro+ Plans
What's going well and what's not?
Building Relationships
Fostering Loyalty
We will ask for feedback and positive reviews.
We need to interact with them on a timely basis. We will schedule calls to gather feedback.
Specifically for the Pro+ Users.
Top 5 - 10 depending on their plans.
+info
+info
+well
-well
+info
Guides
Previous week
Backlog
6 guides
50 guides
Total
This week
63 guides
12 guides
📄
Thank you!
6th of November to the 12th of November
No hard churn
“I appreciate the weekly updates for revenue adjustments. Sounds like you guys are on it!” - Campus Connection (15 units) “ I plan on growing my business through jurny and creating my own booking channel website once I grow my clientele.” -HPM (9 units)
- Stay Sophari - 6 tickets
- Urby
- Surfbreak - 4 tickets
- Casa Domo LLC - 1 ticket
- Welcome to your Home- 42 tickets
- ThegateHQ - 1 ticket
- IvySun Properties - 11 tickets
- Mark & Dawn - 2 tickets
- Casa Lomah
- Archway Fishtown
- Lauderdale Hotel
- Jerry Osborne
- Campus Connection
- Abode Management
- Haley's Power Move BnB
- Seann Properties
- Red Bud Motel
- Mayte Vidal
“There have been a few occurrences of miscommunication regarding property availability. For example, a guest inquired about extending their stay at Shields, but received a response indicating the property was booked when, in fact, the property was open for extension. “ - Abode Management (8 units)