tlt intern presentation

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TLT Intern PresentationPaige Shaw

August 4th, 2016

©2015 QUALTRICS LLC.

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Goals and Expectations• Become familiar with Qualtrics products in order to enhance my value to the customer

• Understand how the Pool operates

• Assess our current initiatives and make recommendations to streamline these efforts

• Take Pool calls and create opportunities

• Network within the organization and take on additional projects


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Summer Overview©

2015 QUALTRICS LLC.

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Executive Summary• Although pool clients in the lowest spending tier (<5k) had the lowest renewal rate for

Q2 (69.7%), we are losing the most revenue from 10-15k clients.

• This spending tier had the largest renewal base and the greatest potential for upsell during Q2, compared to the lowest potential for upsell from <5k accounts.

• Based on my findings, we should be focusing our efforts and resources on increasing our call contact with 10-15k clients, and decreasing our call frequency and refining our email campaign with 0-5k clients.


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Analysis of Pool Clients by Number, Revenue, and Spending Tier


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While 0-5k clients make up the greatest percentage of clients in the pool, 10-15k clients constitute the largest share of revenue.


Data from Invoiced Q2 clients

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0-5k 5-10k 10-15k 15-20k

69.76% 77.17% 79.56% 82.4%

30.24%

100%0% 50%

22.83% 20.44%17.76%

100%

50%

Renewal Rate

10-15k clients account for the largest renewal base

Percentage of Pool by count

However 0-5k Clients constitute 25% of Pool calls: almost the same amount of time as 10-15k clients


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Analysis of Q2 Pool Opps by Spending Tier


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Highest amount of Opp Revenue Generated from 10-15k Clients


Based on the number of opps created in Q2, this spending tier also had the greatest potential for upsell.

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10-15k clients have significantly more opp dollars won per call, especially compared to 0-5k clients

Revenue generated/call:0-5k: $300.85 5-10k: $720.36/call10-15k: $1,605.43/call15-20k: $640

0-5k 5-10k 10-15k 15-20k

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Recommendations


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10-15k Clients• Focus call efforts on higher spend clients to drive increase in renewal dollars and

opportunity generation• Refine email campaigns by spending tier to drive calls• Increase the threshold to opt clients into either at-risk or upsell email campaigns • Expand this campaign to incorporate the 5-10k client base


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Revised “Nudge” Email

• More specific wording/description of how we can help the client

• Personalize email with picture

• Option to select topic of conversation when they schedule call


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0-5k Clients• Refine email campaign to make clients more self-sufficient

• Offer consultation calls less frequently to at-risk clients.

• Use the email campaign to help clients self-identify expansion possibilities

• Use topic selection to identify needs of the client before the call•


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Revised “lift” Email

• Focus on the value that Qualtrics canprovide to an entire organization, not just by use case

• Include interactive chart with use casesfor each department


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Many Thanks To…Donnie Benjamin, Philip Sadler, Taylor Lund, Andrew Redd, Shilpa Manjeshwar, Dean Cheesman, Charlie Besecker, Bennett Weiss, Kyle Whittle, Jay Choi, and the TLT team for sharing their insights and helping me with this project throughout the summer.


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Questions?


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Appendix


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Option to select topic of conversation


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Increase 10-15k renewal rate by 11.25% to match a theoretical 100% renewal rate for 0-5k


tlt intern presentation

Documents