Client: Cbeyond Telecom
Challenge: Grow market share within target markets by 10% in the context of high salesperson turnover, poor closing ratio, and poor ratings among existing customers.
Solution: Conduct a Sensei Marketing Customer Insight Analysis Report to uncover how the customer experience contributes or detracts from a healthy customer life time valuation or a customers’ likelihood to progress along the customer life cycle. Sensei used this information to redesign Cbeyond website, create panel and focus groups and on-demand sales pages, design events and local marketing outreach, and well as customer video testimonials and social media strategy.
Results: Increased closing ratio of sales people by 20%, decreased customer churn by 11%, increase in average customer satisfaction rating from 1.5 stars to 3.5 stars, overall sales increased to $400 million within 24 months, and Cbeyond was acquired by Birch.