Customer Centric
Situation
As a cloud based SaaS start-up, product development and regular updates were paramount to growth & success. This made clear customer communication and usable training tools vital to product adoption.
Task
Create an accessible, Google searchable, library where customers have access to update articles and user how-to's that are indexed and easy to find for "own time" consumption.
Action
Zendesk was chosen, a design skin was purchased and all historic and future articles were categorized for clear and swift access by customers and updating by product marketing team.
Result
38% decrease in usage query support calls, feature adoption and usage increased through self-help over CRM training. NPS went up 10 points,
Situation
A strong customer relationship machine was required.
Task
Build a customer communication ecosystem for 1. Valuable customer feedback. 2. Closed loop case studies for market needs alignment 3. Build customer champions for collaborative marketing efforts (WOM) 4. Create testimonial marketing content.
Action
Working closely with CRM team I distilled a list of customers I interviewed with questions focused on the above 4 areas of feedback criteria. I wrote testimonials from the insights gathered, briefed product, UX and sales teams on opportunities and created marketing collateral and testimonial pages for the company website.
Result
A platform for strong customer centric relations, recorded higher levels of customer advocacy through joint marketing campaigns, new insights for sales team prospect talk-tracks. WOM collateral for marketing efforts.
Situation
As a CRM and Sales Automation App and desktop display with many features and integrations, customer facing content needed to be created for both training and marketing purposes.
Task
Create rich visual video content.
Action
Identify, script write and produce informational and educational user focused video content to be used as sales tools, training tools and marketing collateral.
Result
From sales to support. A full end to end cluster of visual tools to strengthen value proposition, customer usage and retention, and acquisition.