Video Transcript
Ed Powers
To really understand the value of what Anita and her team does, is taking a step back and saying, ‘Well, before we make a major investment, let’s make sure that we’re not missing something really critical here’.
Sheik Ayube
I would go as far as saying most companies actually get pretty far way down that road, without having asked some pretty basic, fundamental questions. The center of that kind of premise is, ‘What do our customers even want?’
Peter Armaly
If you don’t make the effort to check with them on what you’re thinking about, or what you’re doing; what their opinions are of these things, you run the risk of working on projects and initiatives that are missing the mark. And that won’t manifest itself, that risk won’t manifest itself until it’s too late. And usually it shows up a year or two later, when you’re really struggling to keep your customers. So there’s a retention issue, and you don’t even know why.
Ed Powers
One of the most important aspects that Anita and her team can bring for a new client, is understanding why customers decide what they decide; what are the factors that go into that decision.
Sheik Ayube
When you actually start talking to your customers, you’ll quickly learn that the surveying strategy on its own really isn’t adequate. And again, a lot of companies, they make it down this path of looking at spreadsheets and looking at data, but there’s no color that sits behind it. And that’s really what working with Anita has provided here: it’s provided all of the color and context.
Ed Powers
Those are skills that salespeople don’t have. Those are skills that marketers don’t have. Those are skills that customer service and customer success people do not have and even executives at companies.
Sheik Ayube PROOF READ
Interviews provide a much more in-depth and thorough review of many different things – what’s important to them, the degree of change that they have to make in their environment – that you can also use as an opportunity to validate things that aren’t important to them, that you may otherwise be spending a ton of time on, when you could have just asked them, ‘Is it something that you even care about?’
Ed Powers
Those are the kinds of insights that that are incredibly valuable, that open the opportunity for us to add even additional value that we had never even considered, and to deliver an experience and a level of value that make customers, customers for life.
A Powerful Revenue Growth System
Research
Using scientific research methods, we'll uncover powerful customer insights data. We'll show you where hidden customer retention opportunities currently exist in your company.
Strategy
Based on the research results from Step 1, we'll build you a retention revenue growth strategy. You can choose to implement the strategy yourself. Or hire us to do it for you.
Education
Our workshops and courses will upskill your team's customer retention abilities. They get support from our playbooks. They get practice and confidence with our interactive, educational scenarios.
FAQS
A Bit More About Our Process
This is my first time hearing about ATI. Who are you?
We are a Customer Retention professional services company that works with mid-market B2B SaaS companies using our Customer Retention 360 system. We are 5 time award winners for our service to the Customer Success SaaS community. We help our clients reduce churn, accelerate revenue growth and make their customers happy. (We also place a high priority on making our clients happy too 😉.)
Why should I hire ATI?
You should only work with us if you’re committed to growing your revenue by acquiring new customers AND by focusing on retaining more of your customer base. We see increasing customer retention as a marathon, not a sprint. This means we see our clients as partners as we collaboratively work together to better understand what drives your customers — their thoughts, their goals, their choices and their feelings. These customer insights are the true drivers of customer retention.
If you’re looking for a short-term solution to your retention issues, we’re happy to suggest other agencies that are a great alternative to us.
What's it like working with ATI?
Working with us is different than working with other agencies. Our work is guided by our code of practice, which we use to keep us operating at a high level of performance.
To maintain our high performance, we purposely keep our client base small. Having a smaller client base not only drives better client outcomes but it allows us to build a strong and meaningful client experience.
What's ATI's sales process like?
Our sales process has 3 calls:
1. A 25 minute intro call. This call is with the person who is spearheading the project to increase customer retention.
2. A 60 minute call with all key decision makers. If the decision makers can’t attend the call, the sales process is put on hold until they can. (See the next question below for more details for the reasons why we do this.)
3. A 60 minute proposal meeting & discussion. We’ll show you how we propose to increase your customer retention and discuss the best options for you.
Why do all decision makers need to participate in the sales process?
We know from experience that customer retention is a company-wide activity that requires support from the executive team to have the best outcomes. Customer retention doesn’t start with your post-sales or product teams. It starts with the first touch — your marketing and then continues through the sales cycle and all the way through the entire post-sale customer journey.
By involving all decision makers, we can show you how to reduce your CAC, shorten your sales cycles, reduce your cost to serve and increase your retention revenues. But to do this, we need all the decision-makers of the company at the table from the very start.
