Monthly Update
July
July Recap
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Welcome
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Staff
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Company meetings
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Agenda
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Overview
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Sales
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ProducT
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AOB
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overview
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First Item
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Second Item
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Third Item
Sales
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What's new
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Team
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MTD Status
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goals Q3
Sales - What's New
new process in place
Product
What's been going on?
Our goals
Taking a step back...
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A REFINED AND FOCUSED PRODUCT (CORE SERVICE)
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A SIMPLE AND EFFECTIVE MANAGEMENT PLAYBOOK
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A CONSISTENT & REMARKABLE CUSTOMER EXPERIENCE
first tasks
we started with
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The whatarmy way
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defining the product
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kicking off 'the playbook'
since then
over the last few months
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CONNECTWISE REVIEW
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ONBOARDING REVAMP
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SALES & Billing REVAMP
Onboarding
challenges
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Client: not always clear on what happens next & when
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Client: goes through 3-4 different people to be onboarded
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Client: no single point of contact on WhatArmy side (often resorts to salesperson)
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Client: doesn’t always understand timeline / why things can take a while
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Internal: need better visibility across sales/finance/ops on where new clients stand
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Internal: the responsibility of creating a great onboarding experience is divided among 3-4 people, accountability is dispersed
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Internal: we have catered to too many variables (different agreement levels, different client types, custom contracts / projects / workorders)
Where have we struggled in the past?
keep it simple
let's work on this:
can we build a simple & effective onboarding process focused on new (standard) WordPress Support Plan clients?
The playbook
Want more details?
It's all in the playbook.
AOB
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First Item
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Second Item
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Third Item
ONWARD
CM COPY Company Update | July
By Philipp Walzer
