Uptown Update

Seventh Edition

By January 20, 2021No Comments

Big shoutout to our Account Executives for starting the year off strong! We implemented a January incentive and there is a friendly competition for 1st, 2nd, and 3rd prize. We’re really grateful for this 9-person sales team that was only an idea just a few months ago.ย 

The sales incentive is part of our first Q1 2021 OKR, highlighted last week. This week, I’ll talk about the next one.

Once again, this quarter’s OKRs are:

  1. Increasing Sales Team Efficiency, Pipeline Conversion, & High-Quality Leads ๐Ÿ‘‰ Last week’s newsletterย ๐Ÿ‘ˆ
  2. Building Customer Success Team and Standardizing Processes to Leverage Dataย ๐Ÿ‘‡ See below
  3. Heightening Brand Engagement and Legitimacy ๐Ÿ‘‰ Next week

This week, we’re highlighting OKR 2:

Building Customer Success Team and Standardizing Processes to Leverage Data

Erin hit the ground running with this OKR and already built HubSpot workflows to track contract length, renewals, and automate notifications for Customer Success Managers when a contract is coming to an end.

Last year our team read the book Traction, by Gino Wickman. A key implementation after reading this was the “Traction Scorecard.” This is simply a Google Sheet we update weekly showing metrics such as New Clients, Lost Clients, New Revenue, Lost Revenue, Calls Booked for Clients, Renewal Rate, Net Promoter Score, and Average Lifetime Retention. Last year was about collecting data, this year is focused on leveraging it.

On a more granular level, we also collect data for individual clients. These metrics are the foundation for review calls between clients and their Customer Success Manager. We establish their Connection Request Acceptance Rates, Message Response Rates, and Overall Calls Booked. Based on these numbers we can address any bottlenecks in the process and make adjustments as needed. This continued optimization is what allows our clients to achieve success.ย 

In this way, a LinkedIn outreach campaign is similar to email marketing campaigns. Anyone who’s done this before knows the importance of A/B testing and data tracking.

Also included in this OKR is hiring a new Customer Success Manager. After a long search it seems we’ve found the right person – more to come in a future edition!

Austin Sabella

Author Austin Sabella

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