VirtualPBX - Back Office, Delivering Voice in a Competitive Market - KazooCon 2015

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In a competitive market, high quality voice services alone are rarely enough. Lon will speak about the customer lifecycle, back office systems from Sales to CRM to deployment, and how to drive profitable growth while delivering an excellent customer experience.

Technologie

BACK OFFICE
Delivering Voice in a Competitive Market

Delivering profitable, award-winning hosted services since 1997.
We were cloud-based before the “cloud” and built by our
founders from the ground up – bootstrapped with no
venture capital – 100% customer focused organic growth.

Lon Baker
COO, VirtualPBX
@lonbaker
joined as a customer in 1998

Acquire
Onboard
AdoptGrowth
Renewal
Churn

Acquire
Customer acquisition is expensive. Get it right.

Prospects
Self Service
Sign-Up
Marketing Sales
Leads
Customers

Onboard
Education determines experience.

Customer
Live
Support
Self Service
Resources
Automate
Setup
Check-in
Often
Onboard
Contact
Early

Adopt
Not your customer until they rely on your service.

Customer
Live
Support
Feature
Trickle
System
Use
Customer
Operations
Adopt
Self
Service

Customer
Recognition
at Milestones
Feature
Trickle
Ongoing
Education
Account
Management
Growth
Capture
Feedback

Customer
Sales Marketing
Account
Management
Customer
Operations
Renewal
Billing

Wiring Everything Together
It’s an API world…

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VirtualPBX - Back Office, Delivering Voice in a Competitive Market - KazooCon 2015

1. BACK OFFICE Delivering Voice in a Competitive Market

2. Delivering profitable, award-winning hosted services since 1997. We were cloud-based before the “cloud” and built by our founders from the ground up – bootstrapped with no venture capital – 100% customer focused organic growth.

3. Lon Baker COO, VirtualPBX @lonbaker joined as a customer in 1998

4. Customer Lifecycle Drives everything…

5. Acquire Onboard AdoptGrowth Renewal Churn

6. Acquire Customer acquisition is expensive. Get it right.

7. Prospects Self Service Sign-Up Marketing Sales Leads Customers

8. Onboard Education determines experience.

9. Customer Live Support Self Service Resources Automate Setup Check-in Often Onboard Contact Early

10. Adopt Not your customer until they rely on your service.

11. Customer Live Support Feature Trickle System Use Customer Operations Adopt Self Service

12. Growth Stay ahead of your customers.

13. Customer Recognition at Milestones Feature Trickle Ongoing Education Account Management Growth Capture Feedback

14. Renewal Predictable or you failed.