New Processes- 2024
What is the 4 letter process we put into place this year, which results in each CSM selecting 5 customers per month to drive proactive engagements with
MEGA
Measure, Engage, Grow, Advocate
Within 50, this is how many direct customers MineralTree currently serves
650
Two of the sports franchises that MineralTree serves
Celtics, Wizards, DC United, Ravens, Titans
This is the most common "renewal cohort" for January 2025 renewals on the Customer Performance Metrics
"No Price Change"
The current NPS score is
0
:(
The SLA for a "normal" CS Ticket in Zendesk
12 hours (1 business day)
According to the Customer Performance Metrics, this is the average MT Payment % for clients (within 10%)
65%
The number of "Goodwill" customers we serve
3
New Mexico, SoCal, Silicon Valley
The customers in these 2 cohorts require CSM phone call follow up after the initial email is sent
Split ACH/Check
Move to Transactional
Will also accept..
SilverPay Opportunity
Price Concession
Intro Payments or Intro IC
This is the ERP with the highest scoring cohort
QuickBooks
Currently being held bi-weekly, this is the name of the client facing session hosted by Taylor and John C
MineralTree 101
(MineralTree 201 coming soon!)
Within 5, how many average Zendesk tickets are sent to the CS Queue each week?
35
They make overpriced furniture and ghosted us, but was one of the success stories shared in the at risk meeting yesterday as they paid their subscription renewal
LoveSac
These are 2 of the 3 discounts you can offer to customers AFTER they have shared their intentions to churn
20% Sub Fee Discount (to the nearest 100)
50% Invoice Capture Discount (if IC is an issue)
BPS (SilverPay Rebates) to 75 BPS
The number of responses we have received from customers in 2024
440
For an at risk customer, this is the "at risk" score you initially use when you mark a customer at risk based on your own CSM observations and data. This is also known as "spidey senses"
3
The amount of transactions (Check, ACH, Invoice Capture) in November 2024. You'll be given credit if "reasonably close"
300,000
Planning a trip to LA? Go visit this museum and MineralTree client, where you see some of your favorite celebrities. Just don't expect them to talk talk back
Hollywood Wax Museum
No more than __ customers should churn in a given month for 2025
8
Two of the top 5 reasons for detractor commentary
Tech Issues/Sync
Limited Features
Performance/Application Speed
High Cost
User Experience
These are currently the two professional services that CS forwards to implementation, once the quote is signed
Additional Companies
ERP Migration
Within $1M, this is the total revenue for our direct customers in 2024
$16M
One of MineralTree's oldest customers, you may put a train of their around your Christmas tree. They've been around for 125 years.
Lionel
In time for the March 2025 cohort, proactive renewal communications will begin going out to customers roughly ___ days before their renewal date
90
Detractors will get an email from Joe, asking they schedule time with him to discuss feedback. The window of time will be
15 minutes