@Shari Srebnick You make some excellent points. You're so right. For some businesses, this is their reality. Many businesses found like you did that changes in pricing helped retain customers given the volatility of the first few months of covid and subsequent contraction of risk tolerance.I really like the laser focus you mention. What was one of the biggest areas of opportunity that this laser focus found? Did you know about it pre-covid or was it novel?
(I'm so sorry -- Friday afternoon-- had to sneak in a pun 😜)
Thanks for sharing this @Shari Srebnick. It's always a good thing to focus on those high value activities. Just when things get busy (or a bit turned upside down), it's hard to remember that those are the activities that will really move the needle forward. Just like with exercise or letting your diet slip, the faster you can get back on track, the better it is for everyone. 🙌
I've really enjoyed reading what you've shared.
These are great points to add @Andy Barton. As someone who does customer feedback research, I'm 100% in on your first suggestion -- focus in on that customer feedback. If time (or resources allow), it sometimes is helpful to dig into the recent past and have a look through a new lens at feedback collected 9 months ago, pre-covid. There might be some golden nuggets.
And your #2 point around segmentation is spot on--looking at ARR and short-term growth. There might be a certain group of accounts that is more at risk right now but that is usually quite fine. I think those types of accounts bubbled to the surface early on in the pandemic but now that things have settled, other risk factors might be in play. Certainly worth keeping an open eye to these.
Thanks for sharing these @Andy Barton.
@Mike Gospe I wouldn't have expected any less than the amazing response you just gave. Wow!
I agree that it's time to focus outward instead of the tendency to focus inward when things are tough. Sales are important but not as important as looking after those customers you already have. We're innately wired to help each other. When we do, amazing things happen. And, yes, as things change companies that have chosen to be supportive of their customers will be in a better position coming out of this.
Thank you so much for this response Mike! 🙌