Red Flag Radar
A client logs in inconsistently, reports bugs weekly, and stops responding to emails.
High Churn Risk! Step in immediately!
"We're evaluating our options/budget/platform"
Shopping other options/vendors!
We don't find you valuable enough.
What package(s) are Smart Alerts available on?
Vantage and Apex
What should be your number one "go to" if a customer is pushing back on price increase?
Lock in a multi-year agreement for a discounted rate!
Out of these following items, which should you NOT change on the deal?
- Contract term dates
- Most Recent ARR
- Close Date
Close Date
An account has 1 user, but you've been in contact with multiple people at the company. What should you address?
Seat Sharing
"That's a big increase this year"
Tight Budget, price sensitive
How does Podchaser score podcasts?
On a scale of 0-100, with 0 being not popular/prominent and 100 being very popular/prominent.
Your emails are not logging on a deal. Why?
The contact is not associated with the deal
What year was TVEyes founded?
1999
No responses, and no opens on email tracking
Loop in another contact!
Research company and find new contact
We have a large team, but we only need 2 users.
They are account sharing!
We need to reiterate that Insight doesn't allow seat sharing and we can be flexible with packaging/bundling.
How far back does Benchmark data go?
6 months
Your client just told you that they keep missing coverage. What should you advise?
Review of their keywords and loop in Client Success if needed.
What is Insight AHG used for?
Account Health Gateway. This is where you access account health, descriptions of how users are using Insight, and their Nightly Score.
You've been ghosted after conversations via email! What's your FIRST move?
CAll THEM!
"We've lost a few members of our team this year, so I'm looking for more automation"
Pitch Automated Reporting
Pitch Smart Alerts
Both of these options can help with automation for low bandwidth!
Can Chat with TVEyes (Chat Astro right now), translate different languages?
Yes!
Your client just stated that they aren't happy with Insight in general and do not give you examples. What should you do FIRST?
- Ask them to hop on a call to discuss! Create that trust and credibility by showing you want to talk through issues and not simply ask them to send you their issues.
What quarter are we expecting Source Explorer to be implemented?
Q3!
Brand new contact, new to the company, and new to TVEyes.
At risk for churn because they don't know about us! Must sell the value of TVEyes to them.
"We are also using Cision"
They value TVEyes as a standalone product. But could be at risk for not renewing.
Stress importance of TV/Radio/podcast/YT versus Online/Print.
Will the new Event Expiration work on ALL types of clips?
It will only work for TV and Radio clips. At this time, podcast and YouTube clips are excluded.
The client just asked you about an API. What do you do next?
- Ask more questions!
- Ask the customer to clarify what they would need an API for.
- Ensure they mean an API, and not an RSS Feed.
- Ask about who needs access to the API and is it something that will be resold?
- If viable, loop in Stacey and Susan.
Within 24 hours