Retener y aumentar el valor de los clientes actuales es la base del crecimiento sostenible

should have we have this at needle that I own we have a full-time retention specialist her only job is just to sit around loving on clients reaching out seeing what else we can do better seeing if there are any cracks seeing if she does because the retention of those clients is worth so much to me and to be it's equivalent to one FTE but if she saves me one client a year she's paid for herself because one FTE equals one client in this particular business model so I think everybody should ever retention specialist at least one you

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failings of our business was that we were less reliant. We had one guy still with us, Mike, doing client success. And we realized that in order to maintain and grow and scale these purpose-driven businesses and to help them achieve their vision, we were defeating ourselves by not serving them and servicing them in the right way and not having a client facing individual, which we refer to as a, a client success owner. And we built out Mike's department in essence at a great expense. Like these, these folks are not cheap, but they're worth it. The point is, is that we made a conscious

The COO Transformation with Ryan Hodges | Perpetual Traffic EP 587 · 2024 · comprobar

easiest way to do this is have a clear way for cheaper customers to spend more But, for example, if I have a $9 month membership and a $99 month membership, like School, if someone comes in at $9 and then goes up to 99, then I get an 11x in terms of value from that customer. And so, even if 20% of customers leave from the nine, if I get even 10% of customers to take an 11x, I have more than 100% revenue retention, and that means that when a customer enters the business, that means that the business will continue to grow whether we do nothing at all over time. And that

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but if we have five clients for $2,000 a piece when we're starting off right we're making 10K a month first off ma amazing if you grow a couple of those to five six or 10,000 Etc and you lose one looking back at it you might lose that $10,000 a month client but your net Grew From 10,000 a month to like 50 or 60 so you lost a little bit but also the quality of the

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yo poseo. Tenemos una especialista en retención a tiempo completo. Su único trabajo es simplemente sentarse a atender a los clientes, contactarlos, ver qué más podemos hacer mejor, ver si hay alguna grieta, ver si alguien ha olvidado algo, perdido algo o fallado algo. Es todo lo que hace porque la retención de esos clientes vale mucho para mí y, para ser equivalente a un FTE, pero si me ahorra un cliente al año, se paga sola porque un FTE equivale a un cliente en este modelo de negocio en particular, así que creo que todos deberían tener un especialista en retención, al menos uno.

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teams, too. Um, but I think it's likely that it's under basically you need to provide more value or you need to lower the price. And so, if you want to tackle churn, it has to be like there are for sure businesses that work in the space that you're at. I think big head longtail is a great model like charge the upfront and then just make the continuity much much smaller. So, it's a no-brainer. Like they'll almost pay that just to be kind of in the network. Sure.

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me but really at the end of the day and point is like if the results are there were there It ultimately comes down to if you're helping them grow their business in a profitable way they're going to keep you on or they may let you because you're producing the results so as long as you're producing the results They Don't Really Care care how long you're spending in it because if you I mean you 10ex their account I don't think they care that you spent 90 minutes in the account that week they care that they just 10ex their business

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and we'll manage the transition period and we'll stay on a consulting basis until you, your team is outperforming what we were doing. Now, if the team never outperforms what you do, then you stay on a consulting basis forever, but it's still the nature of the relationship's fun because like being a service provider versus being a consultant, totally different vibe, which I'm sure you've done before. Um, and so it actually goes from like subservient to you being a teacher, which is actually kind of fun. And so that'll extend LTV, aligns your interests, blah,

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let's say a recurring membership business that you have 10% monthly turn well you can obviously always keep trying to decrease that turn but one of the other things that will always come out at any level so if you have a th customer you can you turn 10% you need a 100 new customers just to break even one of the very smart things that business owners do is they say okay well if I can get 10% of my customers to refer someone every month then I can offset that churn so that my business is stable and so by having a consistent way to get your all your customers to refer you 10% you can make up for…

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recurring business. Okay. So if we think about what a business is, you get more customers or you make them worth more. That is the only way that you will make more money. Fundamentally, that is it. There's no other way. Get more customers, make them worth more. If we double click into each of these, getting more customers means you need more traffic and better conversion. And so if right now you're not getting enough customers, it means you need more traffic or better conversion. If you need to make your customers worth more, the only thing you can do to make them worth more is you raise your…

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