We helped @andrehaykaljr add $60,000 MRR in 6 months partnering with him
Here is how we did it
Here is how we did it
The situation
When we started working with Andre, they had a similar opportunity that many lead gen agencies have:
1- No formal customer success process
2- Opportunity for better positioning
3- The need to increase customer lifetime value
Here is how we solved this
When we started working with Andre, they had a similar opportunity that many lead gen agencies have:
1- No formal customer success process
2- Opportunity for better positioning
3- The need to increase customer lifetime value
Here is how we solved this
1- Ops Process
Just like with all clients, the first step we had to understand was the KnowledgeX process
When we map our onboarding and client fulfillment process, this allows us to see everything we need to standardize and build SOPs for
Here is an example:
Just like with all clients, the first step we had to understand was the KnowledgeX process
When we map our onboarding and client fulfillment process, this allows us to see everything we need to standardize and build SOPs for
Here is an example:
2- 411
We dialed in their strategy and ensured we were focused on the highest leverage activities
Not all actions are equal, and the greats understand this
We focused on building a process to ID 20% of actions that led to 80% every WEEK/MONTH
We dialed in their strategy and ensured we were focused on the highest leverage activities
Not all actions are equal, and the greats understand this
We focused on building a process to ID 20% of actions that led to 80% every WEEK/MONTH
3- Customer Success
This part was extensive
We dialed in several parts of their customer success journey to increase LTV
This part was extensive
We dialed in several parts of their customer success journey to increase LTV
A-onboarding clients & priming
One of the key prciniples we taught the team was priming
We need to influence the psychology of our client to show them this is the best place to be
here is a thread on how to do this
One of the key prciniples we taught the team was priming
We need to influence the psychology of our client to show them this is the best place to be
here is a thread on how to do this
B-Onboarding support (Slack & check ins)
To create a best in retention rate, you need best in class service
When we started working with KnowledgeX, they had a done with you model
We implemented the creation of a slack channel/community to make the experience more communal
To create a best in retention rate, you need best in class service
When we started working with KnowledgeX, they had a done with you model
We implemented the creation of a slack channel/community to make the experience more communal
In addition to creating a community, were defined specific points in a customers journey when the KnowledgeX team would check in to ensure engagement didnt drop off
C-dialing in SOW (expectations & roadmap)
Our clients that have the HIGHEST retention have the most extensive scope of work document and client roadmap
They cover:
1- What we do
2- What we expect
3-Roadmap/timeline
4-Cadence
5-Exected results
Our clients that have the HIGHEST retention have the most extensive scope of work document and client roadmap
They cover:
1- What we do
2- What we expect
3-Roadmap/timeline
4-Cadence
5-Exected results
My best agencies cover expectations during onboarding and remind clients of those expectations during the experience
When we do this well, we reduce the likelihood of disconnect with our clients which otherwise leads to churn
When we do this well, we reduce the likelihood of disconnect with our clients which otherwise leads to churn
D-Continuous improvement-- feedback form
If we dont ask, we dont learn
We implemented a feedback form DURING the fulfillment process and when we were offboarding a client
This allowed us to understand what clients liked, wanted more of and what to NOT do
If we dont ask, we dont learn
We implemented a feedback form DURING the fulfillment process and when we were offboarding a client
This allowed us to understand what clients liked, wanted more of and what to NOT do
When we implemented this form, we gained a lot of qualitative data on how we can improve
Then, we implemented changes, one by one...improving the service
Then, we implemented changes, one by one...improving the service
4- increasing LTV & Pricing
One of the things we learned was that clients wanted more from the team and wanted to see results faster
The only way we were able to do this was create a more aggressive
campaign
By increasing the volume, we were able to increase results and price
One of the things we learned was that clients wanted more from the team and wanted to see results faster
The only way we were able to do this was create a more aggressive
campaign
By increasing the volume, we were able to increase results and price
5- Scale the team
Once we began scaling our client base (they were onboarding 15-20 new clients sometimes), we had to increase support staff
We made a key hire to support on project management and customer success, owning the client experience
Once we began scaling our client base (they were onboarding 15-20 new clients sometimes), we had to increase support staff
We made a key hire to support on project management and customer success, owning the client experience
Because @andrehaykaljr had a dope following on twitter, we were able to source from his audience
Once we found our candidate, we built dope training
Here is a thread on how you can train talent
Once we found our candidate, we built dope training
Here is a thread on how you can train talent
6- Onboard and manage
Just because you have great talent, doesnt mean theyll stay
We had to create a best in class onboarding process to ensure we keep our talent and create a management process to ensure they were performing at a high level
Just because you have great talent, doesnt mean theyll stay
We had to create a best in class onboarding process to ensure we keep our talent and create a management process to ensure they were performing at a high level
7- Repositioning
We moved the knowledgeX team from a lead gen agency to a growth partner
We rolled out weekly mastermind calls
A slack community
Additional value added training
Clients began to get A LOT more value other than the direct service...
increasing LTV
We moved the knowledgeX team from a lead gen agency to a growth partner
We rolled out weekly mastermind calls
A slack community
Additional value added training
Clients began to get A LOT more value other than the direct service...
increasing LTV
Put these all together, alongside their ability to continually book calls and close deals, and bang
60k MRR in 6 months added
60k MRR in 6 months added
Ready to build your dream agency and escape the prision you build for yourself?
Then lets chat
Book time here
calendly.com
Then lets chat
Book time here
calendly.com
@andrehaykaljr If you are ready to
1- remove yourself from working in the busines
2-Scale your team and their performance
3- Massively grow by working on the highest leverage activites
Then book time to chat with us here:
calendly.com
1- remove yourself from working in the busines
2-Scale your team and their performance
3- Massively grow by working on the highest leverage activites
Then book time to chat with us here:
calendly.com
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