In early 2020, an enterprise software company's clients froze their budgets and postponed planned u upgrades. Amidst the uncertainty, Alchemunity partnered with the leadership team to identify ways to demonstrate and add value.
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One tactical solution was to calculate, quantify, and communicate the hours of complimentary services being provided, so as to convey the firm's commitment and care to its clients. The next, a longer term initiative, focused on building community, including monthly, virtual Q&A sessions to engage users, answer their questions, and give them more confidence while using the product.
The initiative has grown 3x and remains a staple in the company's event calendar, while churn risk has been effectively halted.
In 2018, a software company sought to understand the Lifetime Value (LTV) of a customer. Alchemunity performed a diagnostic and determined that, on a per-account basis, LTV was $200,000.
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With tremendous potential to realize this downstream revenue, Alchemunity designed a summit to bring together client representatives for a day of learning, networking, and problem-solving.
This offering was so powerful that, five years later, the summit has grown 10x and is attended by at least one client from every account. More, the value to the software company is both a source of pride and a catalyst for hundreds of thousands of dollars in annual recurring revenue.
global non-profit identified an opportunity to re-engage and re-invigorate a segment of its donor base. The questions, though, were Who and How?
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This cohort was vaguely defined as Small-and-Medium Enterprises (SMEs), but what were their key attributes, what did they care about, and how could they be reignited to support the charity's mission? Alchemunity was engaged to assess the donor database, define the addressable market, design the plan, and then execute it.
In less than 6 months, Alchemunity had developed a data-backed plan; established KPIs; created assets like a website, newsletter, podcast, and starter manuals; led training and enablement; and saw the launch of a global, digital Corporate Social Responsibility (CSR) program.
software company was experiencing a decrease in employee morale. Part of the issue was that the team began to notice patterns in support requests, namely that users were asking repeat "how-to" questions.
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While one immediate solution was to evolve the Customer Success playbook to include responses to Frequently Asked Questions (FAQs), the Alchemunity team suggested the creation of a public-facing resource. This would not only decrease the number of inbound support requests, thereby eliminating the monotony of addressing repeat customer issues, but it gave the Customer Success team an opportunity to proactively add value to client relationships.
As a result, customer satisfaction increased, as did team member morale.