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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
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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
π
Thank you!
6th of November to the 12th of November
No hard churn
βI appreciate the weekly updates for revenue adjustments. Sounds like you guys are on it!β - Campus Connection (15 units) β I plan on growing my business through jurny and creating my own booking channel website once I grow my clientele.β -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
βThere 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 - Abode Management (8 units)