Want to create interactive content? It’s easy in Genially!

Get started free

Customer Success | Obsessions Call | 11/14/23

Jun Hyeok

Created on November 13, 2023

Start designing with a free template

Discover more than 1500 professional designs like these:

Transcript

Customer Success

Obsession Call 11/14/2023

πŸ“„

Start

Agenda

03

05

02

01

04

Backlog, in doing, and completed.

Guides

Custom, Plus, and Pro plans.

Outreach - Top 10

Number of detractors, neutral responses, and promoters.

NPS Feedback Survey

Follow-ups, credits, or refunds.

Efforts to Revert

Plans, units, ARR, and categories.

Hard Churn

Hard Churn

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

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

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)

Last week

Hard Churn

Q3

$42,008

33 units

Q4

$36,972

22 units

Comparison between Q3 and Q4

Efforts to Revert

Taking action by...

  • 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.
  • Making the customer feel valued.
  • Showing the customer the value.
  • Actively listen to their needs.

The experience is good, but we need to make it unique.

  • 7 Promoters - 2 shared feedback.
  • 1 Passive
  • 2 Detractors - 2 shared feedback.
Previous week (6th - 12th Nov)

NPS Score | 40

Responsesout of 1,768 unique views

89

NPS Feedback Survey

Ashley

Samantha Archibald

Nyccole

Donny Wong

NPS Feedback Responses

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!

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

can't pull my own accounting reports... what's up with that? System Bug - in review

Outreach - Top 10

Custom, Plus, Pro, and Pro+ Plans

Top 5 - 10 depending on their plans.

What's going well and what's not?

Specifically for the Pro+ Users.

Building Relationships

We need to interact with them on a timely basis. We will schedule calls to gather feedback.

Fostering Loyalty

We will ask for feedback and positive reviews.

+info

+info

+info

-well

+well

Guides

Backlog

50 guides

Previous week

6 guides

This week

12 guides

Total

63 guides

πŸ“„

Thank you!

6th of November to the 12th of November

No hard churn

β€œI appreciate the weekly updates for revenue adjustments. Sounds like you guys are on it!” - Campus Connection (15 units) β€œ 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

β€œThere 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. β€œ - Abode Management (8 units)