Problem
👉 We have 300 features, all of which can and do add huge value
👉 We provide support on WhatsApp and we spend a lot of time with every customer and then most of them go away
👉 All the time is wasted and all we have to show for it is a bunch of dissatisfied angry customers
The Accident
While we were trying to develop better marketing material we looked into our existing customers and because most of them had left we started looking into the customers that we had retained and we found something really very interesting
👉 Those who had stayed did not stay for multiple features they had one important feature that they could not do without [the exit barrier]
👉 The reason they could not do without that exit Bhatia feature is not just the feature itself but it’s about the unique way in which these businesses used that one feature and how the business relied on it
👉 We were not factoring that in any way! Not in our marketing content, not in our sales pitches, and not in our retention process
Process moving forward
👉 Do exit barrier analysis on the first call with a prospect
👉 Instead of focusing on the adoption of the entire CRM just focus on getting the exit barrier adoption right
👉 Now we have the customer, he is not going anywhere and now he has the time and freedom to explore and find all the other features
Leave a Reply