Introducng New Initiative for Past and Existing TeamSolutions Customers - Starts This Week

Until about a year ago when he resumed his NHL coaching career, flexxCOACH secured the full-time services of one of our founders, Jim Johnson, to secure bulk sales from youth hockey associations.   Shortly after that we tasked Felica Perona, our customer service pro, with pursuing renewals with existing customers.

Now that we have the lion's share of our territories staffed, it now makes sense to hand our present and previous customer lists over to our sales team.  This FlexxFlash summarizes this process as well as other administrative elements associated with "Account Maintenance".


The Customer List & the limited info we have to work with
I have created a new folder in DropBox called "Account Maintenance" and within it placed an excel file called "TeamSolution Customers as of 8.15.10".  Please take a look at your earliest convenience.   You will find it is organized chronologically:

1. Recently Expired
2. About to Expire
3. Expired (former customers since flexxCOACH's inception)

There's not a lot of info available about our customers/former customers.  All that we have is on that spreadsheet.   What we have:

• Org Name
• Org State (I had to look up about 25 to 30%)
• Last expiration date
• Licenses Purchased
• Licenses Activated
• Who has renewed so far
• Update 8/25:   We will have dollar values for all deals in groups 1 and 2 shortly.  In meantime, if you need this, contact me.

What we dont have:

• Buyer (org representative) contact info  Update:  This has been fixed for recently-expired and about to expire accounts.  All now in zoho.
• Utilization info  (of those that activated, how frequently did they use?)
• Number of renewals (All we have is expiration date.  So we dont know if a given account has ever renewed)

Suggested Next Steps
I have highlighted in red the accounts that have already renewed with Felicia.  Please TAKE NO FURTHER ACTION ON THESE ACCOUNTS.

Immediate
Start with Group 1 and Group 2 should be prime candidates for your outreach  PRIOR TO OUR NEW CAMPAIGN ACTIVITIES.   I am targeting 8/25 or 8/26  for the new campaign so this coming week is a perfect time to do the following:

1. Look up each organization assigned to you in Zoho.  If they are not in Zoho, please enter (making note of the new "Customer Status" field I explain next) org info as you would a new lead (This means you will need to google their website and enter in prez and coaching coord or similar title.  If they are in Zoho, please designate their status in the new "Customer Status" Field... click either "Existing Customer" or "Recently Expired Customer" or "Expired Customer".   While you are doing this, you should consider getting group 3 data in....  see "along with new campaign" below.  Update 8/25:  All this data for "recently expired" and "about to expire" has been imported into zoho.
2. Use Zoho to send a text email.   I suggest you draft a generic email message introducing yourself and re-introducing flexxcoach and their expiration date and that you would like to review the org's renewal options.   Remember, you can cut/paste text from word into zoho email.   But this is too specialized for me to build a template for you.  Update 8/25:  You now have a "renewal" email template (same template for all reps) at the bottom of your "contacts" email templates dropdown.

Along with New Campaign

1. I will adapt whatever campaign email template I end up creating to include special "spin" for the group of previously-expired customers in group 3.   When you send out your new campaign emails, you can also send this special addition to this group.   You will be able to sort on this group because you will have labeled them "expired customers".

Compensation
Commissions on anybody with an active license last season will be 8%.   Commissions on any new business from former customers prior to the 09-10 season will be treated like new customers.

Pricing/Selling Strategy
Please be aware of the following factors when trying to convert 09-10 TeamSolutions Customers for the 10-11 season:

• We sold single licenses per team.  There was not the "up to 3 coaches per team share the license approach"
• Due to the challenging economy, we used a bulk pricing structure that is no longer in force.
• As a result of these 2 items, in most cases, (assuming they still want to deploy for the same number of teams) the price you quote will go up.
• You will notice that many organizations ended up purchasing significantly more licenses than ultimately got activated.  Unless asked, I would not bring this up.  However, flexxCOACH did not do a good job at "onboarding" like we are striving to do.   If it does come up, stress the "onboarding demo" that you will do after purchase as well as a special site that will be up by the beginning of the season with the mini demos.  See this flexxflash for a memory refresher. Update 8/25:  This is what we will have to support onboarding (packaging to be determined)
• Update 8/25: If you cannot convince the account to renew under the new TeamSolutions, multi-coach-per-team pricing model, you are authorized to "grandfather" the prior-season's economics for 1 year only--  unless they attempt to apply the per license cost from last year's contract to a lower number of licenses--- WE CANT GO THERE.   If they attempt that move, then you must revert back to the current pricing model-- team-based price list or individual-coach-based price list... both in dropbox.
• Update 8/25:  Papering up:   You can use the current proposal doc in dropbox.   Only twist is that if you go the "grandfather-last-year's-deal" route you need to insert language that it's a one-time renewal pricing accommodation. 

Pls let me know if you have any questions.