New user adoption and customer retention is a vital success metric for saas companies. Account services for software needs to be scalable to continue to meet and exceed customer satisfaction as the company grows.
In August we started our Getting Started Webinar series. During Q4 2011 – Q1 2012 I ran the experimental program and compiled results to identify the success of hosting “Getting Started with Optify” live webinars.
Program Experiment
Optify will run weekly webinars for new users. These run every Thursday at 10am PT, and will be 25 minutes of preso, and 5 minutes QA & tips.
Agenda: http://www.optify.net/internet-marketing/webinar-notes
Why do we do it?
Reduce the impact on the Digital Marketing Services team — primarily as a means to help scale onboarding training. It also happens to serve as a sales instrument (by secondary benefit) because it walks the user through the app and demonstrates (while we’re teaching/training) what the capabilities are and what can be done with it.
Who for?
All new users who need to know how to get started using their Optify account. And/or current users who want an overview of new features.
Who does it?
Marketing team.
How do we measure it?
The impact attendance of the webinar has on Sales and User Adoption. (ie. How many participants/attendees did we have? What is the % of those that were FT users vs. just leads? What happened to those attendees? Were they more active/engaged in using the product? Did they become opportunities following the webinar? Did they close? Does that pool have the same, lower, or higher close rate than those that started the FT and didn’t take the webinar offer?)
Where we are promoting GSW
