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Matt Moody

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Posted By Matt Moody Sep 13, 2021 8:56 AM
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A breakdown of your customer segments along with the changes (hopefully increase) in each segment's CLV and lifecycle duration will be well received. ------------------------------ Matt Moody CEO/Founder ------------------------------
Posted By Matt Moody May 27, 2021 10:09 AM
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Question... what are the specific outcomes you are looking for the automation to improve? (e.g. usage, retention, upsell, etc.) ------------------------------ Matt Moody CEO/Founder ------------------------------
Posted By Matt Moody May 27, 2021 9:52 AM
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Happy to help on this one as well. Most important question will be... what do you want to forecast? As this will be key to identifying which method(s) to use and where there may be low-lying fruit. - Risk - Upsell/Cross-sell Opportunity - LTV - Next-Best Action - All of the above ------------------------------ ...
Posted By Matt Moody Aug 26, 2020 8:15 AM
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We've found that, as long as you discover their reason for leaving during the exit process/offboarding, then you can connect this reason with the win-back score: "Cancelled because of X and now they are unlikely/likely to return Y months later". The CS vs sales for win-back is probably dependent on ...
Posted By Matt Moody Aug 25, 2020 1:08 PM
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Yeah, I can't recall the engagement rate improvement but it was significant when we tested out a simple rating (low friction). We just piggybacked off of NPS calling it "Net Win-back Score" (super innovative lol), and based on the score then we have triggers setup (e.g. high nws -> notify sales to ...
Posted By Matt Moody Aug 25, 2020 9:15 AM
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One idea that we've seen work is sending a survey first... sort of a modified net promoter score ("How likely are you to return?", or something about the problem your product/service solves). Then your first outreach isn't straight to a pitch and you'll find out which customers are worth spending more ...
Posted By Matt Moody Aug 24, 2020 8:13 AM
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Not sure about gainsight. If something like this is helpful and a few people would like to use it I can whip together a little web app that does it for you (free of course). ------------------------------ Matt Moody CEO/Founder ------------------------------
Posted By Matt Moody Aug 22, 2020 11:43 AM
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Here's a link to my calendar if you want to find a time to chat. Happy to share how we do it! https://calendly.com/bellwethr-intro/win-probability?month=2020-08 ------------------------------ Matt Moody CEO/Founder ------------------------------
Posted By Matt Moody Aug 21, 2020 7:07 PM
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We did at first. I think using a simple regression model or just looking at correlation are GREAT as a starting point. It's much better method than basing health on the vanity metrics that get included into Health Scores from the big vendors. Those health scores are totally subjective, so a regression ...
Posted By Matt Moody Aug 19, 2020 9:41 AM
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I think the biggest issue with Customer Health Scores is that when you dive into the statistics, the health score is often only moderately correlated with actual success outcomes. If you break down each factor that comprises your customer health score and measure correlation to positive outcomes then ...
Posted By Matt Moody Jul 24, 2020 12:20 PM
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Sounds great to me as well. matt@bellwethr.com
Posted By Matt Moody Jul 23, 2020 5:54 PM
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Would love to hear more about the features you're including in your health score.
Posted By Matt Moody Jul 23, 2020 3:49 PM
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@David L Ellin yep and it is gold. When we converted the data into a time series format it was incredibly helpful. Makes it much clearer when you can see qty/type/sentiment of tickets alongside the stage of the customer journey and naturally, your predictions become much more accurate.
Posted By Matt Moody Jul 23, 2020 2:27 PM
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Very nice. Curious how you measure outcome status. Is that based on predefined steps/activities towards an outcome?
Posted By Matt Moody Jul 23, 2020 2:10 PM
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On the support tickets issue... one thing that we've found helpful is running a correlation matrix on the qty of tickets, sentiment of tickets, types of tickets, and time window vs. positive/negative outcomes. This way you can see if there are aspects of support tickets that have positive/negative correlation ...
Posted By Matt Moody Jul 23, 2020 1:56 PM
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@Will Pagden this is great. For sentiment, how are you measuring positive vs negative? Have you looked at using the probability of the customer achieving the next set of outcomes (e.g. product outcome: usage goal, business outcome: renewal)?
Posted By Matt Moody Jul 23, 2020 1:35 PM
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What all do you take into account for your health scores?
Posted By Matt Moody Jun 19, 2020 6:14 PM
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You're welcome! Hope it helps.
Posted By Matt Moody Jun 18, 2020 10:02 PM
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We've seen strong reactivation/win-back campaigns lately that combine segmentation and split testing. Segment on the usuals, along with the tenure of the customer before they churned. Then split test (or apply more advanced methods like thompson sampling) to identify what kinds of win-back treatments ...