Here are links to the five posts from last week and things to steal for yourself and/or take back to your team. Click through on each title for more [each article has a voiceover as well].
To the articles:
Build Onboarding Before You Hire for It
The insight: It’s in the title. You have to build a basic process and replicate it across several customers before you hire that onboarding specialist.
Change this: Interview everyone who touches a customer’s first few months and review the last 90 days of onboarded customers for patterns. Run that process with your existing team first. You might learn that the bottleneck isn’t capacity.
NPS Is Not a Scoreboard
The insight: NPS is an in-the-moment survey answered by end users and mostly tells you who cares.. Plus NPS sentiment doesn’t always map to the economic buyer.
Change this: Stop using NPS as a churn predictor. Use it to find engaged users for product feedback.
Inbound Expansion Is Great Until It Isn’t
The insight: If more than 60% of your expansion comes inbound then you should worry you’re leaving expansion revenue on the table.
Change this: Build an outbound expansion motion. Find the expansion weren’t inbound and pull out the signals and messaging that worked. Test them on 5-10 accounts and prove that a proactive motion can close larger deals.
Kill the Customer Check-In
The insight: No customer wants a recurring check-in with no agenda. Every customer call needs a purpose.
Change this: Score every QBR on three things: value tied to the original business case, an engaged exec sponsor and a dated mutual commitment. Get at least one of those things and consider the meeting a success.
Being Busy as a Leader Isn’t Enough
The insight: Only about 10% of managers have both high focus and high energy. Most leaders are busy firefighting and looking productive but not moving things forward.
Change this: Keep a “fire” journal and sort every fire into process, delegation or “my job.” Review every two weeks and prioritize a process to fix or items you need to delegate. Also, self-reflect to see how many fires originated with you.
