Edaris Health, a leading provider of cloud-enabled SaaS solutions for healthcare, is pleased to announce the appointment of Brad Crist as Sales Manager.
Brad will be joining our growing team of healthcare and technology professionals passionate about serving the needs of urgent care clinics and emergency departments and the patients they serve.
“Under Brad’s leadership Edaris will be able to more quickly respond to new or converting urgent care clinics.” Said CEO Meg Aranow. “Brad strengthens the Edaris team with his deep knowledge of clinical and business practice workflows. We will leverage his expertise in both pre-sale and post-sale activities, ensuring our product and its implementation meets or surpasses customer expectations on Day 1.”
For the 10 years prior to joining Edaris Health, Brad has had a successful sales career at eClinicalWorks, developing long-term customer relationships. Earlier in his career he has held customer and partner facing roles within IT at Allscripts and MedQuist (now M*Modal). He knows the healthcare industry from the ground up and provides a clear vision of how technology enables good practices to be great.
Edaris will continue its focus on serving Emergency Departments, urgent care centers and primary care practices with its suite of specifically tailored EHR products.
View all the members of the Edaris Health team here.
With a cell phone an arm’s length away from most consumers, savvy marketers can’t ignore the importance of mobile web optimization and the mobile path to purchase experience. Mobile browsing now accounts for over half of all internet traffic, and is charted to keep increasing as our reliance on personal tech devices continues to grow.
That’s why we’re excited to announce that CallRail can now integrate with your mobile AMP web pages for a more complete picture of your mobile marketing attribution.
What is AMP?
Accelerated Mobile Pages (AMP) is an open-source project led by Google to create mobile landing pages with faster load times. You can recognize AMP pages on your search results by the little lightning bolt icon displayed underneath the title:
When it comes to mobile, some of the biggest barriers to purchase are slow load times and unresponsive design. Waiting for a web page to load creates frustration in busy users, and 53 percent of mobile web visits are abandoned if a page takes longer than 3 seconds to load. Google estimates that publishers receive twice as much revenue for mobile sites that load in 5 seconds compared to sites that load in 19 seconds.
In short: Time matters, and increased loading speed equals increased conversions.
Add call tracking to your AMP pages
Install a couple of AMP-specific codes onto each AMP web page where you’d like to track calls, pick the phone number on your site that needs swapping, and you’re all set!
As visitors navigate to your AMP page, we’ll swap in one your keyword tracking number and you can see the marketing sources and PPC keywords driving calls to your AMP pages.
Need help getting everything set up? Here’s our step-by-step guide for installing call tracking on your AMP pages. And if you have questions about the best way to put this new integration to work, head over to the CallRail Community to connect with other marketing professionals.
The post AMP up your call tracking with Accelerated Mobile Pages appeared first on CallRail.
Finding good clients is hard. But once you find great clients, keeping them should be easy… right? Unfortunately, this isn’t the case. Even if you’re providing great services, some clients will want to part ways.
Sometimes these splits are inevitable — even the best agencies have some churn. Other times, though, these splits can be avoided. Your agency can retain many of the clients likely to churn through good communication and relationship management.
Here are eight of the most common client problems facing agencies today, plus suggestions for how you can prevent these scenarios from happening to your agency.
1) Not tracking results and measuring ROI? Improve your analytics
If you want to lose a client in record time, don’t track their data or the results you get for them. Failing to keep good records is a fatal error for two reasons:
- Clients need to know where their money is going and whether their investment is paying off. You need clear and detailed analytics to show them. If you aren’t tracking their results, they won’t be able to attribute new leads or sales to your campaign.
- It’s impossible for an agency to keep getting results for a client without studying the data from their past efforts. You need to be tracking each campaign accurately if you want to continue to deliver great results.
The fix: If your agency’s analytics aren’t currently up to scratch, improve them ASAP.
Start tracking leads and new sales. Software like CallRail can help you get into the nitty-gritty details of data like call and form tracking, so you can capture every type of lead. Make sure your clients have ready access to all of the information you gather. When clients see the results you’re delivering, they are much more likely to remain a client for the long-haul.
2) If you’re not sending regular reporting updates, make communication a priority
Your agency can track all the data in the world, but if you don’t communicate frequently and clearly with your clients, they’ll still lose trust in you.
And broken trust is a big problem — as many as 56 percent of marketers think that agencies are more interested in selling their services than actually solving their clients’ problems. This outlook doesn’t make for a good working relationship. If you don’t want clients to view your agency’s motives with suspicion, then staying accountable is essential.
But being accountable and delivering reports doesn’t mean just giving your client a ‘data dump.’ Make sure your reporting is clear and easy-to-understand. If you simply throw out numbers without any context, they still aren’t going to trust you. Communicate great results clearly to a client, and they will stick around.
The fix: Establish clear KPIs with your clients from the get-go. Clear goals will help guide what you should include in your reports, and will make the reports easy for your client to understand.
Then, establish a regular reporting schedule that keeps clients in the loop. Tools like AgencyAnalytics’ reporting software pull all the client’s data together into a report automatically for you, saving you a lot of time on reporting.
You can schedule reports to send daily, weekly, or monthly so your clients are always updated on performance. Plus, integrating with CallRail lets you easily include your call tracking data in client reports.
Don’t leave it at the reports alone. In addition to sending reports, make time to discuss your progress with clients. Encourage them to ask questions about anything they’d like to know more about:
What to Include in an SEO Report (Source)
3) Not setting clear expectations? Be realistic about the client’s prospects
Some clients expect the moon from their agency. This is usually because they don’t understand what the agency can realistically achieve.
Client-side marketers and agency professionals also tend to disagree on what constitutes a ‘clear’ briefing. This communication and expectation gap can lead to strained relationships later on if it’s not recognized and addressed. In fact, 58 percent of client-side marketers think they provide clear briefings, while only 27 percent of agency professionals agree.
The fix: Establish realistic goals and timelines with clients as early in the game as possible.
Once again, make sure goals are clearly defined and you’ve implemented a way to track them. Goals should be specific — for example, a goal should be “50k organic web sessions per month” not a general goal like “increase traffic.”
You need to have some background and experience to know what is achievable. If your client is asking for a service or goal you’re unfamiliar with, make sure you do your research before making promises you can’t keep.
Keep clients informed about how campaigns are progressing, and don’t be afraid to revise your goals if things aren’t going according to plan. Educating your clients on how your agency gets results can help them maintain a realistic perspective on what to expect from you.
4) Changes in management mean you’ll need to refine your pitch
If management changes at a company your agency works with, the new managers may be eager to switch things up according to their own vision. This could involve firing your agency and hiring a new one.
The fix: In the event of a shake-up like this, you might have to sell your agency to the same client all over again.
Be prepared to explain why your particular services are still a great fit for this client, even under new management. Bring up your history of getting good results for the client, and emphasize how important long-term client-agency relationships are for ongoing success. Flexibility is key — you might have to adjust your strategy to fit the new management’s goals as you move forward.
5) If the client hires an in-house team, show how you can fill in the gaps
It’s becoming increasingly common for clients to hire their own in-house marketing team. However, this doesn’t necessarily mean they don’t need your agency’s help anymore.
While about two out of every three companies have their own in-house agency, these teams tend to focus on a few areas of marketing — not every single aspect of marketing. Having a less-common specialization will help your agency stay relevant to these clients.
67 percent of companies have an in-house agency. (Source)
The fix: Emphasize your agency’s unique strengths to clients, especially in areas where their in-house team isn’t as strong.
Be prepared to pull out your old data to show clients exactly what kind of value you’ve provided, and they’ll be less likely to axe your agency. In addition, pitch ideas for how your team can continue to work productively with the client’s team. Most businesses work with more than one agency at a time, so it probably won’t be difficult to convince a client who’s already happy with your work to keep you on.
More than half of businesses work with more than one agency at a time. (Source)
6) Financial constraints don’t mean the end of the relationship — work within their budget
Your client just told you that something in their budget has changed and they can no longer afford your services. Uh-oh. Is there a way to salvage the situation and keep the client without drastically reducing your fees?
The fix: If you have a good history with this client, look for ways to work with them until their budget is more comfortable again.
One option is to offer them a scaled-back services package, with the option to add back more features when their budget allows for it. You might also consider creating a payment plan that’s easier for the client to keep up with. Another approach is to emphasize the quality of your work and the one-of-a-kind service your agency provides.
If you can directly tie revenue to your services, now is the time to show your client. (That is, if you haven’t already been regularly reporting this to them.) When clients understand the ROI of their marketing campaigns, they are easily able to justify the expense.
7) Lack of initiative on your part? Long-term planning is the cure
Does your agency tend to work hard for a new client at first, but then burn out or lose direction? That’s a problem, both for you and your clients. According to a recent survey, 46 percent of clients who fire an agency do so because the agency fails to achieve good results for them. And without initiative, your agency will probably fall into the not-performing-well camp.
The fix: Figure out why your agency loses steam after the honeymoon phase with a new client.
For instance, maybe your team is good at implementing short-term fixes, but less confident when it comes to building long-term strategies. Once you’ve identified the issue, outline a plan that will keep your team on track for the long haul. Pace your team so you can continue getting results for clients, month after month. Also, avoid taking on too many projects, since this can lead to rushed and poor-quality work for all your clients.
8) If the client seems to be losing interest, make the effort to spice things up
Sometimes a client just isn’t feeling it anymore — this isn’t always their agency’s fault. The client may be bored with the status quo, disillusioned with how slowly they’re making progress, or just on the lookout for newer, shinier claims and promises from different agencies.
The fix: Save your agency’s relationship with this client by looking for ways to shake things up. One way to keep clients engaged is to encourage them to put a sliver of their marketing budget towards trying new things every month. You should also check in frequently with clients, either through email or something like a NPS survey, to gauge how they’re feeling about working with you.
Clients fire agencies for lots of different reasons, from personal ones to performance-based ones. You can bring your agency’s client retention rate closer to 100 percent by communicating clearly and often, working well with other teams, and keeping your agency’s performance high over time. Tools like CallRail and AgencyAnalytics can help you meet goals while keeping clients informed — a win for everyone involved.
The post 8 common client problems facing agencies, and how to fix them appeared first on CallRail.
Your CallRail account comes equipped with the tools you need to gain valuable insight into your customer base, but did you know there’s a new tool that helps you easily manage all of your CallRail accounts? For marketers, agency staff, and anyone else who supervises more than one CallRail account, Account Center is a seamless way to manage your clients at a high level.
At its core, Account Center allows you to consolidate all of your CallRail accounts under one email and password, so you don’t have to log out and then in again to switch between accounts.
Another benefit of using Account Center to manage your CallRail accounts is the plethora of billing options it provides. For example: If you work for an advertising agency that has multiple clients who use CallRail, you can use Account Center to maintain management access to the account while also customizing payment information for each individual client’s account. This way, your clients can pay for their own accounts without your having to take on the task (or the expense) of paying for each account and then billing each client individually.
Additionally, Account Center simplifies the payment process by allowing you to quickly and easily manage each account’s billing settings. You can see at a glance how much each account is spending on their CallRail usage, and then communicate that information to clients or account managers with the option to download and share invoices. Account Center also makes it easy to update credit card information to prevent disruptions in service when payment methods change.
If you haven’t made the transition to using Account Center, it’s easy to get started today. If you currently have more than one account with different login information, sign in with the email you’d like to use as your master login, and then claim your other accounts.
For those of you who use Account Center, we’d love to hear from you! Stop by the CallRail Community to tell us what you love about Account Center, or let us know how we can make Account Center better.
The post Streamline client management with CallRail’s newly-refreshed Account Center appeared first on CallRail.
How to Build a Business Case Your Executives Will Read
It’s 2:30 p.m. on a Thursday afternoon, and you’re sweating the important business case you’re putting together for the new PRM tool. Your manager wants the report on his desk by Friday afternoon. You know the new software will be a massive boost to your growing partner program, but how do you make sure it gets the green light?
What if you haven’t covered everything? What if your budget numbers don’t add up? How can you make a case for the program so that your stakeholders don’t just approve it but also get just as excited as you are?
Fortunately, we’ve got your back. Whether you’re considering a new PRM system like Allbound, or any new sales and marketing solution, you’ll be able to put together a persuasive business case to convince others your project is worth doing.
But before we unpack how you can make your business case stand head and shoulders above the rest, let’s go over the basics of what exactly a business case is and what it’s for.
How to Make a Business Case for New Software
The short and sweet explanation of a business case is that it’s a document, presentation, or argument that defines the core business benefits and risks of a project, with the goal of justifying spending money or effort on that project. A business case details the what and the who of a project and explains the why behind it.
A business case tells a story
While it might sound big and scary, when you break it down, a business case is just a story about your company—a story that:
- tells a tale of pains the company is struggling with
- charts a path through the wilderness to a possible solution
- presents a clear plan for overcoming those struggles
- celebrates the hero of the journey—your solution
Business cases take many forms
The majority of business cases tend to be written reports or documents, either in print or as a PDF. The format is easy to share and fast to read, but creating a persuasive and memorable written report could be a struggle for some writers. “The idea might be great,” writes Nancy Duarte in the HBR Guide to Persuasive Presentations, “but if it’s not communicated well, it won’t get any traction.”
Depending on the kind of story you’re telling in your business case, you may be best served by creating a more engaging presentation, video, or slideshow. Using formats beyond written text can help transform a simple argument into something more tactile, injecting emotional appeal into your story and adding strength to your case. The downside is that you may not have the skills necessary to put something more complex together before that Friday afternoon deadline—so we’re focusing on a more straightforward written business-case template in this post.
Business cases answer one key question
Regardless of which format you choose, your business case needs to answer just one fundamental question for your stakeholders:
Is the project worth doing?
Chances are, you’re rolling out that new software tool or business project because you need to solve a problem. That problem is probably stopping you (or your company) from reaching your business goals, and those goals won’t be realized unless you can deal with the problem.
So to break down the one key question your business case must answer a little further, your business case needs to quickly and persuasively answer four simple questions:
- What is the business goal you’re trying to realize?
- What’s stopping you from reaching that goal?
- How much (or how little) change is needed to overcome the problem?
- Are you sure your proposed solution will solve the problem?
The Components of a Persuasive and Memorable Business Case
Now that you have a good understanding of why a business case is important and when you might need a business case, let’s dig into how to put together a convincing and memorable business-case document. We’ll also give you some helpful examples, using a business case for Allbound to illustrate each point, since PRM software is what we know best.
1. Start With Why
Your business case needs to grab your audience’s attention straight away, so begin by immediately identifying the business need you’re addressing with your chosen software solution. Your report needs to explain in detail what problem your solution solves and how solving that problem fits into the overall business strategy.
Explain the need early in the document, because no matter how convincing the numbers behind your project might be, you won’t find support without a clear and compelling need. Here’s an example:
Our partner program is growing, and we’re seeing a higher return from investing in our channel reps than our direct sales reps. But our partners are struggling to find the right sales materials for their customers, and they hate having to submit new leads manually by email, since they often get misplaced or missed.
2. Eliminate Other Possible Solutions
There’s likely more than one way to solve the business problem you’re addressing, and each of those solutions has its advantages and disadvantages. What makes your chosen solution better than all the others? Showing that you’ve done your homework will help stakeholders trust that you’re making the right decision for the company.
List all the alternative solutions you can come up with. Detail the benefits and risks of each, and explain why the alternative solutions aren’t as feasible as the solution you’ve chosen. Here’s what that might look like for a PRM solution:
Option 1: We could do nothing, which would save money, but our partners and customers would continue to be frustrated.
Option 2: We could continue hiring more channel reps, although this would be significantly more expensive and less scalable than a dedicated partner-management tool.
Option 3: We could also create our partner-management system out of existing tools, but any money saved would be outweighed by the increase in maintenance cost and integration headaches.
3. List the Benefits for the Business
How will your company benefit from implementing your chosen solution? Be specific, and be sure to tie each benefit back to the overall business strategy.
Positive outcomes for the business will be either quantitative—such as increasing revenue by 25%—or qualitative—such as improving product awareness with potential leads. Here’s an example of each type of benefit for a PRM tool:
Quantitative: Increase NPS score by five points for customers in the partner program. Reduce time spent managing lead registration by 50%. Increase revenue per partner by 20%.
Qualitative: Improve relationships with new and existing partners. Motivate channel reps with rewards and helpful content.
4. Address the Biggest Risks
Every project, no matter how small, brings with it some level of risk. Your business case should include an assessment of the risks involved in the project, giving stakeholders the best possible information to determine whether to move forward with the project.
What might prevent the project from being carried out as planned? What are the consequences for the business if those risks occur? How do you intend to mitigate or manage those risks? Are there any less-obvious risks, like opportunity costs of not accepting other projects? For example:
One risk we’re taking by rolling out a new partner-management platform is assuming that the new tool will increase our partner-program revenue. We risk undertaking a long rollout and an equally long training process before we can start seeing the benefits of the new tool, although our research shows that it’s reasonable to expect a fast rollout and an immediate increase in revenue.
5. Know Your Budget Numbers
Most likely, the first question you hear from stakeholders will be about money. The benefits of your project need to outweigh the cost of carrying out the project, or else it isn’t worth doing. Your business case, then, needs to detail your best estimate of how much money and labor hours you’ll need for the project.
What are the direct costs (like software licenses) and indirect costs (like labor hours) required to carry out the project? How is the company going to fund the project? Can the funds be shifted from elsewhere in the company budget?
To fund the PRM project, we’ll shift funds that were previously allocated to hiring additional direct-sales reps. While this means delaying the expansion of the sales team, once deployed, the PRM tool will make our channel reps more efficient, giving the company a better return on this investment.
6. Know How You’ll Measure Success for the Project
Before you start any software project, you must know how you’ll determine if the project is successful. This may mean hitting certain milestones during the course of the project, or it may involve tracking key performance indicators before, during, and after the project is carried out.
How will you know your project worked? Make sure your business case explains what metrics you will be tracking to ensure that the project is successful and that you see a positive return on your investment. Here’s an example for a PRM project:
To ensure that the PRM tool is a success, we’ll track the following metrics:
– Number of partners onboarded per month
– Average revenue per partner, per month
– Average revenue per channel rep, per month
– Number of new deals registered per month
We expect to see a significant increase in each of these metrics within the first quarter of the PRM platform being deployed.
7. Bring Everything Together With a Summary
Once you’ve got all of your details sorted, it’s essential to bring the most critical information together into a single-page executive summary. While you should write this last, it should come first in your business case.
The executive summary may be the only section some of your stakeholders end up reading, so it needs to be punchy. Make your executive summary engaging and easy to understand by breaking the information into bullet points, and using nontechnical language.
Be sure to cover these basics:
- The problem
- The proposed solution
- The costs involved
- The potential return
- The time frame for the project
- The people required for the project
Aim for a maximum of one to two sentences per section; if stakeholders want to dig in further, they can refer to the rest of the business case.
Level Up Your Business Case
Once you’ve covered all the basics in your business case, it’s time to add the finishing touches that’ll take it from everyday to exceptional.
8. Tell an Emotional Story
While the facts and figures behind your business case are essential, great writers know that the best way to hook an audience is through storytelling. Your “project story” needn’t be complicated—the key is to bring together what problem the business is facing (the villain), what’s at stake (the problem), and who the hero of the story is (your solution).
Stories help us learn and retain information, especially when they relate directly to real (or fictional) customers. The more you can inject emotion and human connection into your business case, the more persuasive and memorable your case will be. Tell the story of how the business will be improved once your new solution is in place and how your customers will benefit; you can even reference real customer feedback in your story.
Here’s an example for a PRM tool:
Six months ago, Stanley’s Sprockets was one of our best referral partners. But recently, the number of new customers referred by Stanley’s Sprockets has dropped dramatically. We spoke with Stanley, owner and CEO of Stanley’s Sprockets, and he told us he has been struggling to keep pace with the new features we’ve been adding to the product and doesn’t feel comfortable selling our product to customers anymore.
What if we could help Stanley feel confident selling our product again? What if he could quickly find all the information he needs, without having to reach out to us every time? He might start referring more people to our company than ever before.
9. Don’t Forget Design
Unique visuals and straightforward slides can do wonders for convincing a skeptical audience. But hard-to-read slides full of unnecessary details or overused stock images can quickly lose your stakeholders’ attention and trust.
Instead of relying on your written report for your business case, consider taking advantage of different formats, such as slides, infographics, or video. Does a colorful pie chart represent your argument better than bullet points? Can you record an interview with real customers to help add emotional appeal? Choosing the right medium for the story and information you’re trying to convey will go a long way toward the success of your business case.
10. Take Advantage of Early Feedback
This one may not work if your report is due tomorrow, but it’s a handy tip for making sure your business case covers the right ground. Each stakeholder will have their own set of concerns and questions they’d like to see addressed in your report. Consider giving these stakeholders an early preview of the contents of your business case, and ask for their input. You can then use their feedback to improve your case, which will help them feel invested in your success. You can also research similar projects your company has already executed, making sure you can address any issues or roadblocks encountered in the past.
You’re Ready to Build Your Business Case
Whether you’re considering a new PRM system like Allbound, or any new sales and marketing software, you’ll now be able to put together a persuasive, memorable, and successful business case to convince others that your project is worth doing. Hopefully these 10 tips help make sure you’ll never again be stuck sweating that business case on a Thursday afternoon. Good luck.
The post 10 Steps: How to Build a Business Case Your Executives Will Read appeared first on Partner Relationship Management Software (PRM).
Agencies and their clients working together is like any relationship. In the beginning, your agency is courting a potential client. You want to show why you’re the best and convince them you’re the agency for them, ensuring long-term client retention. Some potential clients are already taken, others just aren’t interested, and some decide your agency is exactly what they want. Score.
So, you won the client you’ve been wooing for weeks, or months. Now, the real fun begins. There’s a ton of new ideas you and the client have, and everyone is excited about what’s to come. However, in the midst of the work, frustrations begin to peak. The client isn’t responding to your outreach like they used to, or feels you aren’t really listening to them.
What initially began as an enthusiastic partnership is now flooded with professional petty bickering that seems to always begin with, “Per my last email…” You’re trying your best to get the job done, but things just aren’t working out. Why?
As agencies work to enhance their focus on client retention strategies, taking the time to reflect on why clients churn is necessary.
Clear and concise communication — at all times — is a must between you and your client. If you’re noticing poor communication, this may be an indicator of underlying issues. Maybe there’s a misunderstanding between you and your client about the direction of a current campaign. Perhaps the client wants to understand more about your agency’s processes and how results are achieved. Or, you aren’t getting the feedback you need from your client to progress. Regardless of what the details are, miscommunication could send your client running to a competitor.
Like any relationship, combatting communication problems starts at the beginning:
- Set realistic expectations for you and the client.
- Create a detailed plan that proves you understand your client’s pain points.
- Incorporate tangible action items and goals that will be accomplished throughout various stages of your plan. (Asana is a great tool to help with this.)
- Address the best way for you and your client to present questions, concerns, and constructive criticism.
- Actively communicate with your client on a regular basis as you carry out the plan and get those results.
In every relationship, no matter what’s going on, at some point you have to talk about it. And it won’t always be easy, but it could help ensure long-term client retention.
Alright, maybe you’re not totally broke. But money is extremely tight and your client is starting to realize it. This is a huge red flag for a client — if they feel like your agency is struggling financially, it’s only a matter of time before they start talking with an agency they feel is more financially secure.
Money problems can create a serious lack of focus. It’s almost impossible to do your best work if you’re worried about keeping a business afloat. Struggling to manage basic tasks because you’re stretched too thin financially is not a situation you want to be in.
If things get too dire, you could end up desperate and trying to penny-pinch for every little service. Or worse, having to let go of employees who helped establish and grow relationships with your clients — either of these problems could be a breaking point when it comes to client retention.
Healthy finances are a hard, non-negotiable item. Establish a strong financial foundation and make informed financial decisions for you and your client’s future.
Lack of results
One of the best ways to defeat churn rate and improve client retention is showing your client real results. Your overall goal shouldn’t be to promote brand awareness, increase web traffic, or even boost customer conversions — it should be to prove your worth to clients.
Agencies are constantly struggling to find the best way to show how their work has a positive impact on a client’s business. If your client can’t concretely see that you’re contributing effective results, why should they stay? They’ll realize there’s no value in the relationship.
Measuring actionable metrics and capturing key data is the challenge agencies have to overcome to get the results clients want to see. Call tracking has become a popular tool agencies are using to help deliver data-driven results.
With tools like keyword-level tracking, CallRail is able to help agencies thoroughly understand how online and offline campaigns are performing and yielding conversions. This enables agencies to achieve total attribution and show your clients hard evidence that proves you’re a worthy asset.
It’s not you, it’s them
Every agency has at least one former client they don’t miss. (They’re the professional equivalent of your crazy ex.) This client made everything about working together beyond difficult. From the beginning you may have felt the client could be problematic, but you dismissed it because you felt that it was worth the challenge. You were wrong.
Clients that create unnecessary problems for you and your team are an epic fail. If it takes longer to accomplish tasks because of their difficult demeanor, this is ultimately a loss for your agency. And allocating too much time and too many resources toward the wrong client can mean you’re depriving another client of the care and attention they need.
Don’t overexert yourself for clients like this. Agencies will try to make it work with toxic clients for tons of reasons, but if you end up bleeding time and resources, you’ll eventually realize they’re not worth it. And no matter how hard you work to please an unsatisfiable client, they’re most likely going to end up churning anyway. Take initiative and recognize when a client simply isn’t a good fit — you deserve better anyway.
They’ve outgrown you
This is a difficult realization to confront, but it happens. Your client may have reached the point where they’re able to sustain their own solution. It’s unfortunate for you, but this doesn’t have to be a total loss.
If your client is cutting ties because they’ve outgrown your agency, use this opportunity to establish a referral partnership. They might not need you anymore, but there’s plenty of other prospects that will. Ask them if you can use their growth as an example to create a compelling customer testimonial.
This isn’t like the other breakups, and it doesn’t have to end negatively. It’s all about perspective — you can view it as losing a client, or gaining an ally that can help bring in new clients. There’s nothing wrong with being friends after the breakup.
Pinpointing why a client left can help your agency develop client retention ideas. But first, you have to take the time to thoroughly assess your client breakups. Reducing churn requires analyzing what you’ve done in the past to enhance what you’ll do in the future. And like any breakup, closure is best achieved through reflection.
If you’re struggling with churn, look for the real reason behind the breakup. There are valuable lessons in every client relationship that could reveal beneficial insight on making better business decisions and ensuring long-term client retention.
Full-width waveform hits the call log in the latest CallRail update
When it comes to user experience, sometimes it’s the most minor of tweaks that make the biggest difference. Consider, for example, Control Center on your iPhone. This wasn’t the noisiest thing Apple ever made. It wasn’t billboard-worthy. But it’s now where we can quickly and efficiently open our camera to snap a timely picture, or pull up our calculator, or set our alarm clock, and we do so without even really thinking about it — it’s become second nature.
This is no Apple product announcement, but we recently made an improvement to our product that will similarly make your CallRail experience a lot more efficient. And we’d be lying if we said we weren’t excited about it, no matter how quiet the change may be.
Now, CallRail users can listen to and fully analyze calls right in the Call Log. Similar to previewing an email message in Outlook or Mail, a full-width waveform of calls will now populate at the bottom of the Call Log, and you don’t even have to leave the page. (But if you want, you can do that, too — easily navigate to another page on your call log, the waveform will stay at the bottom of the screen, or you can minimize the call, making multitasking painless.)
The new full-width waveform will include all of the same in-depth features users have enjoyed on individual call pages, including Keywords Spotted and Call Highlights indicators throughout the waveform, allowing you to nimbly analyze with a simple hover and play back important moments. Quickly qualify, add value, tag, or make a note, and move right along to the next call or task.
Along with keywords spotted and call highlights displayed in the timeline, users can now see exactly where in the conversation those words were said, their frequency, and by whom they were spoken. With this time-saving enhancement, you’ll have plenty of fresh opportunities to improve your business strategy.
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