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Twin Peaks Research Expands Its Onboarding Services

April 2, 2018 Sudbury, MA--Twin Peaks Research (TPR) is expanding its mission to focus on customer onboarding solutions.

Twin Peaks Research (TPR) is expanding its mission beyond outsourced professional services to customer onboarding solutions for technology companies.

"Initally we provided developers using Alpha Anywhere, Alpha Software's rapid mobile application development platform, with a complete portfolio of pre-and post-sales services that included product training courses, instructional videos, advisory services, and contract development services." says TPR founder and CEO Mark Flanagan. "Based on this experience, we realized that technology companies are dealing with a serious challenge related to their customer onboarding efforts--if they can't move their new customers as quickly as possible from their initial purchase to full proficiency they'll lose them."

Richard Rabins, Co-founder and CEO of Alpha Software, had this to say: "The quality of the services provided by TPR was outstanding. As a result, the software developers who took advantage of them were able to build their mobile business applications with Alpha Anywhere in the fastest, most efficient way possible." 

As a result of this change in focus, TPR will be developing customized onboarding solutions for its clients. These solutions can include components such as "Getting Started" pre-sales offerings, in-depth customer analysis, product training courses, instructional video subscriptions and libraries, advisory services such as mentoring, and various customer support plans.

"Our emphasis will be on making users wildly successful within the first 90-100 days of ownership," says Flanagan.

Flanagan also points out that improving early user success can dramatically reduce attrition and have a major impact on a company's bottom line.

"It's no secret that fast-growing technology companies often lack the bandwidth, experience, and expertise to properly engage and support their early-stage customers," he says. "These companies may suffer high attrition rates, low post-sale services revenue, and, in many cases, may have to deal with a high level of customer dissatisfaction. Their revenues literally vanish like water pouring out of a leaky bucket."

Flanagan points out that one key industry expert, David Skok, General Partner at Matrix Partners, has shown that even modest levels of attrition can quickly add up. Says Skok: "If your Net Revenue Churn is high (above 2% per month) it is an indicator that there is something wrong in your business. At 2% monthly churn, you are losing about 22% of your revenue every year. That is nearly a quarter of your revenue!... As the business gets bigger, this will become a major drag on growth."

On a similar note, Geoffrey Moore, organizational theorist, management consultant, and author, has pointed out that "In a product model, once the customer has bought and paid for it, the customer owns virtually all of the risk. In a service model, by contrast, the vendor can never stop owning the success of the offering, not if they want to protect against their installed base churning out from underneath them."

Gregory Hunt, Chief Financial Officer of Apollo Investment Corporation, a client who took advantage of TPR's new onboarding services stated: "TPR's in-depth knowledge of SaaS-metrics and the related customer onboarding process provided me with the context that enabled me to navigate the challenges faced by a company I was advising. Corresponsingly, and just as importantly, was Mark's understanding of how an effective marketing, sales and support organizatio for a SaaS-based company should be organized... there's no question that I would call on TPR again if I needed expert advice on customer onboarding and customer success." 

About Twin Peaks Research
Twin Peaks Research (TPR) provides technology companies with the onboarding services they need to ensure that their customers can quickly move from their initial purchase decision to a level of proficiency that produces success and ongoing engagement with their products and services in the shortest amount of time possible. For more information, visit www.twinpeaksresearchllc.com

 

 

Media Inquiries:

Mark Flanagan, 508-922-7605

mark@twinpeaksresearchllc.com