Codrington: Monthly customer check-ins drove significant March 2023 NPS jump
Rory Codrington · How we pivoted our customer experience map to hit 80% Gross Margin · Jun 22, 2023 · at 14:11
Rory Codrington, founder of compliance platform TrustKeith, describes how changing customer onboarding workflows resolved adoption bottlenecks and improved NPS.
0:00 / 0:27exact quote · 27.1s
720p mp4 · rendered on demand · StarZero watermark
“By having that protected time, The customer, you know, did their stuff. We always had that check-in point, and really as a result of that, they were making better progress. It was a more efficient use of our team's time, so we weren't having to chase. It was just a block time that we knew was coming. And as a result, it not only improved our NPS, which was a big jump in March this year, but also the gross margin gain and just efficiency of, like, right, that's now how we run that process.”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Rory Codrington
TrustKeith prioritizes operational efficiency over chasing unicorn-scale growth
“I'm not expecting us to have some, like, unicorn growth, and that to be the exciting metric of the business. I see something like the efficiencies, which we have so much more control over, as ultimately a really good piece of value that we can build in the bus…”
Codrington: Most SaaS startups overspend on CAC with paybacks over 12 months
“I think where most companies are then overspending is on the customer acquisition side of things. Until they can get that, you know, you think about the customer acquisition payback period, I think for a lot of companies, it's sort of north of 12 months.”
TrustKeith eliminated its Customer Success Manager role by restructuring delivery teams
“So we did a team restructure, and we've now got this kind of pod format here with the senior privacy manager, two DPOs, and two privacy associates. And by streamlining that, we've got rid of the customer success manager role.”
Codrington: TrustKeith has crossed $1M in ARR
“We are, as of this quarter, we're north of a million dollars of annual recurring revenue.”
Codrington: Solving sales-to-CS handover bottlenecks improved TrustKeith's gross margin
“Particularly, I think that the big moment is that kind of handover from sales to customer success. That's where we found a lot of bottlenecks that we've been solving that has made an impact on our Gross margin as well.”
Codrington: Cost-mapping customer experience stages reveals expensive delivery moments
“So when we come back to the swim lane sort of, ah, experience map that we've got already, we can actually go in there and start attributing cost to each stage of these as well. So we can get real granular around what are the expensive parts to it, and particul…”