Home / Anti - Churn Steering committee

Anti - Churn Steering committee

The aim of this committee is to conduct an in-depth analysis to understand the reasons behind customer churn. We plan to scrutinize customer behavior data from the backend, and will also engage directly with customers through phone calls and surveys to obtain comprehensive feedback.



Members Of the committee:

  1. Rashwan
  2. Kadry
  3. Zakarya
  4. Karim Al Wasemy
  5. Karim Shoukry
  6. Montaser
  7. Abdelrahman Mostafa
  8. M.Rostom

Goals:

  1. Reduce churn 
  2. Increase sales

Objectives:

  1. Identify customer’s goals and needs. Why did the customer buy the website or store.
  2. Identify customer’s time to value, aha moment, wow moment   
  3. Identify our ICP (Ideal Customer Profile)
  4. Identify our value proposition, messaging, and tone of voice (for content)
  5. Identify our customer health scoring criteria (lead indicators)
  6. Analyze our lost reasons per customer segment (lag indicators)


Customer segmentations:

  1. Early Lost: signed-up and didn’t upgrade.
  2. Existing: has an active subscription.
  3. Churn: had a subscription and didn’t renew.


Metrics:

  1. Renewal rates.
  2. Retention rates. 
  3. Conversion rates. 


KPIs:

  1. Each member should maintain 2 interviews a day.
  2. Number of customers submitted NPS score.
  3. Number of customers answered the survey.

Member / Month Responsibility:

  1. Rashwan >> Jun 23
  2. Kadry >> May 23
  3. Zakarya >> Apr 23
  4. Karim Al Wasemy >> Mar 23
  5. Karim Shoukry >> Feb 23 
  6. Montaser >> Jan 23
  7. Abdelrahman Mostafa Jul to Dec 22 + Jul 23
  8. M.Rostom >> Jan to Jun 22 + Aug 23
Note: Sep 2023 is available for any one to dial after finishing the assigned month.


Dialing Process:

  1. Go to the Anti-churn committee Dashboard
  2. Navigate to the WEBSITES Retention - Churned Subscription - From Jan 22 till Sep 23 Report. This will be the first report on the left once you open the dashboard.
  3. Click on the deal's column you're responsible for.



  4. Start dialing the lost deals.
  5. After clicking on the month column, a list of the deals will pop-up.
  6. Click on the deal, you'll dial.
  7. It'll navigate you to the deal view.
  8. Click on the contact card on the top right-hand side.
  9. It will navigate you to the contact view.
  10. In the top right-hand side you will be able to see the Deals Card, click +Add new deal.
  11. While adding the new deal, make sure that you are creating the deal in the Anti-churn Committee Pipeline.

Anti-churn Committee Pipeline:

Stages:

  1. 1st Call >> deals will be created in this stage.
  2. Re-scheduled >> in case that the customer rescheduled the call to another time.
  3. Follow Up >> In case that the customer asked a question or has a request that can be fulfilled, and we’ll get back to him/her.
  4. Not Answering Anymore >> in case that the customer stopped answering our calls.
  5. Sent to success >> in case of the customer requested to reactivate the subscription.
  6. Feedback Collected >> If we collected the feedback needed.
  7. Lost >> means that the customer will never come back to Wuilt

Properties:

  1. Deal Product >> The product the customer bought.
  2. Domain name.
  3. Requested features
  4. Requested services
  5. Churn Reason
HubSpot Tasks:

CRM Tasks: 

  • Each call with customers should be added as an activity to the renewal deal. “Even no answer calls”.

  • Opened renewal deals should always have a scheduled call activity with a date and time. 

  • Always make sure to make the scheduled calls on time, and there is no “overdue activity”.

  • Task types in use:

    • Log Call >> Used for calls that already done.

      • While logging a call, you should fill the following fields:

        • Contacted: Make sure to associate the call to the Contact too.

        • Call Outcome: No Answer, Busy, Connected etc…

        • Direction: Inbound or Outbound.

        • Date And Time: When exactly this call happened.

        • Describe the call: Write what happened in the call.

    • Log Whatsapp >> Used for whatsapp conversations.

      • While logging a call, you should fill the following fields:

        • Contacted: Make sure to associate the whatsapp task to the Contact too.

        • Date And Time: When exactly this call happened.

        • Describe the Whatsapp Message: Write the Whatsapp conversation.

    • Task >> Used for future tasks. Like Follow up calls, Renewal Reminders and so on.

      • While logging a call, you should fill the following fields:

        • Task Title: Enter task title. What would you do in the next call.

        • Due Date: Set the date and time to the task.

        • Send Reminder: You can set up a reminder as per your desire.

        • Type: To-Do, Call or email.

        • Priority: Set up the priority to Low, Medium or High.

        • Notes: If you want to leave a note to remind you of something, type it in the notes

        • Association: Associate the task to the contact too.

    • Meeting >> Used for scheduling meetings with the customers to explain how to use a new feature, for example.

      • While scheduling a meeting, you should fill the following fields:

        • Date: set when the meeting will be held.

        • Start & End Time: set when the meeting will start.

        • Duration: set the duration of the meeting and the End time will be set automatically.

        • Meeting Type: Demo, Onboarding.

        • Attendees: Select the contact from the dropdown list.

        • Select Location: From the dropdown you can choose if you want to hold this meeting through Zoom Or Google Meet to generate and include the meeting link in the invitation automatically.

        • Attendee Description: If you want to write a note regarding the meeting for the attendee to see while accepting the meeting.

        • Add Internal Note: If you want to write a note just for the team. The Attendee will not see it.

      • Note: The beauty of using meetings that:

        • A task will be created automatically with date and time.

        • A Zoom or Google Meet Link will be generated automatically and included in the customer invitation and the task created in the CRM.

        • The meeting will be listed automatically in your calendar with reminders before the meeting.

        • So it will be much easier to schedule a meeting through the CRM.


Call Flow:

  1. Introduce yourself as one of فريق تطوير المنصة and the reason of the call is to improve our platform to get our customer the best experience possible.
  2. Then, Start asking our questions:
    1. Churned customers:
      1. What is the value of having a website/store?
      2. What is the trigger that made you leave Wuilt?
      3. How would you rate our customer service/support? 1-5
      4. Do you have any additional comments or feedback for us?

    2. Existing customers:

      1. What is the value of having a website/store?
      2. What do you like about Wuilt and what to enhance?
      3. How would you rate our customer service/support? 1-5
      4. Do you have any additional comments or feedback for us?



    		 RSS of this page