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.
In the ever-evolving landscape of B2B SaaS, staying ahead means not just acquiring new customers but keeping them.
Powered by over 20 years of academic research and course creation expertise, the Customer Retention 360 system is a comprehensive strategy to transform your customer retention, fuel growth, and maximize value.
A Revenue Growth System
Scientific Discovery
Deep Insights: Utilize scientific research methods to uncover the underlying behaviors and needs of your customer base, revealing hidden revenue opportunities.
Data-Driven Strategies: Employ analytics to identify patterns that lead to churn, enabling targeted interventions.
Strategic Implementation
Bespoke Strategies: Develop and execute custom strategies that not only reduce churn but also deepen customer loyalty, enhancing lifetime value and expanding your average contract size.
Market Expansion: Leverage unique insights to grow market share within the competitive B2B SaaS landscape.
Educational Empowerment
Knowledge Sharing: Equip your team with the tools and knowledge to understand and mitigate churn causes, fostering a culture of continuous improvement and strategic foresight.
Competitive Advantage: Solidify your market position through our educational programs, ensuring your team can sustain growth and customer satisfaction.
FAQS
A Bit More About Our Process
This is my first time hearing about ATI. Who are you?
We are Customer Retention experts that work with small to mid-market B2B SaaS companies that are determined to leapfrog their current customer retention strategies.
ATI’s clients are:
>> $20-$100 million ARR
>> 50-200 employees
>> have a drive to significantly decrease churn, grow market share and increase their customer lifetime value.
We are 5 time award winners for our service to the Customer Success SaaS community.
We also committed to working with our clients as partners in their journey to better business and customer outcomes.
Why should I hire ATI?
We see decreasing churn, increasing customer lifetime value and growing market share as a marathon, not a sprint. This means our clients are partners as we collaboratively work together to use customer insights data as the drivers of discovering hidden revenue opportunities and competitive advantages in your customer base.
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:
Call 1. A 25 minute intro call.
This call is with the person who is looking to make the change. It’s usually a Chief Customer Officer, Customer Success Leader, CEO or CMO.
Call 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.)
Call 3. A 60 minute proposal meeting & discussion.
We’ll show you how we propose to help you reach the metrics you’ll identify in the 60 minute call. We’ll help you navigate the discussion on how to choose the best option for you.
Why do all decision makers need to participate in the sales process?
To effectively reduce churn, grow market share, and increase customer lifetime value, we advocate for the involvement of all key decision-makers in our discussions.
This collective engagement ensures our strategies align with your entire company’s goals and operational strengths. By having your leadership team involved, we guarantee a unified approach to implementing our Customer Retention 360 System, amplifying its impact across all departments.
Together, we’ll craft a cohesive strategy that not only meets but exceeds your company’s ambitions, leveraging every aspect of your organization towards achieving significant growth and retention outcomes.
How do I know ATI is right for my company?
We are Customer Retention experts that work with small to mid-market B2B SaaS companies that are determined to leapfrog their current customer retention strategies.
ATI’s clients are:
>> $20-$100 million ARR
>> 50-200 employees
>> have a drive to significantly decrease churn, grow market share and increase their customer lifetime value.
After reading that list, if ATI isn’t ideal for you, we can still help you!
Check out our Customer Retention Resources, Courses and Workshop.
