DEEP DIVE & HOLISTIC ANALYSIS OF YOUR CUSTOMER EXPERIENCE
IMPROVING YOUR BoB PARETO
"Customer satisfaction doesn’t drive growth" (Gartner).
Forget about NPS, CSAT and other time-consuming & blurry metrics. As most businesses have realized by now, they simply had to transition their GTM & strategy from Growth to Net Revenue.
Growing your NRR comes from focusing on your top quality customers (High Rev Contributors) and cutting your losses resulting from nurturing Low Contributors.
By reverse-engineering your real success attributes, your entire revenue teams gain better control of your TOFU: simply put - more ideal customers & less false positives enter your funnel.
The outcome is felt at later stages of your pipeline when high contributors stick around and low contributors are disqualified faster.
Project Moneyball helps to identify those success factors and define the required processes to feed back the necessary signals for achieving higher number of Revenue Contributors and increased NRR.
TRANSITIONING CHURN MANAGMENT
FROM REACTIVE PROBLEM-SOLVING TO PROACTIVE PREVENTION
Checking customers' pulse using Health Scores, Adoption Scores & Churn Scores is extremely important for the sake of proper account management, building relationships, staying up to date with customers' ongoing utilization of your product, etc.
However - in most scenarios, examining those metrics (specifically Churn Score) can be a bit too late when your customer already decided to switch over to one of your alternatives. Put simply, this is very similar to a Post Mortem examination of a body after death.
Surprisingly, many CSMs and AMs today are still acting as Problem Solvers:
Constantly measuring the number of customers who dropped off
Performing CPR to ghosting customers
Obsessed with CSAT and NPS
Instead of fixing a problem, the rep needs to be equipped with tools to predict it and prevent it:
Proactively engaging with relevant customers (in between scheduled business reviews)
Relying on data to predict incidents, trends and patterns
Feeding back insights to Sales & Marketing
Project Moneyball equips Customer Success and Account Management with unique and proprietary formulas that help to predict churn and transition the business from a Reactive Problem-Solving approach to Proactive Prevention.