Video - Rethinking agency clients' needs to reduce churn with Rachel Nulman - Schapiro of vcita

operations tools / process systems podcast sales and business development Oct 12, 2022

In this GYDA Talks, Robert is joined by Rachel Nulman-Schapiro of vcita.

Rachel says:

When speaking with marketing professionals at agencies, I often hear about the challenges they face with retaining customers. As an ex-marketing agency person myself, I can relate to this. Small business customers are a tough crowd. Like all businesses, they need a steady stream of fresh incoming leads, but unlike larger companies, they don't always have the infrastructure needed for making the most of those leads.

As an agency, you can deliver dozens (or perhaps even hundreds) of leads to a small business every month, but how many of those will turn into paying customers that translate into money in the bank? Many small businesses aren't equipped to make the most of the leads they receive. They often won't respond on time (if at all), and don't have the tools or the know-how to nurture them.

It is for this reason that many small businesses don't realize how valuable agency services are. With no grasp of the value, they're more likely to churn, and the agency is more likely to lose business to its competitors.

Based on my experience at vcita, and after discussing these issues in-depth with many agency professionals, I'd like to share some insights on how agencies can optimize the way they deliver leads in order to increase the likelihood of those leads turning into customers.