Collaborative Customer Focus Saves $$$
When we started working with a large Educational Publisher, they were losing business in a key product line. Sales idea was to create a project to develop and deliver more content so that customers would stay. This solution would cost $3MM and the ROI was long - the question we asked was "Do we know we have the right problem?"
The Sales Team and Customer Service were separate departments, there were no feedback loops established, and very little customer data to identify how new customers went so fast from sale to cancellation.
Digital Product Partners worked with Leadership to convene a facilitated session with Sales and Customer Service and within the first two hours we realized accounting needed to be in the room. When Accounting joined, employees were frustrated over the volume of incoming calls from confused purchasing departments. But what did customers think? The next day customer service started doing exit interviews with small subset of customers. They discovered that errors in billings were frustrating clients to the point of cancellation.
This was a simple fix in the back-end billing data that took less than a week to implement. It was completed with no new costs of creating content.
Just 2 days of collaboration and I little bit of discovery saved our client end over end loses in both recurring revenue and brand identity.
You can save your company time, money, and customer trust. We can help.
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