All posts by Leks Drakos


What to Do About Ghost Customers? 5 Tips for Successful Reactivation

What to Do About Ghost Customers 5 Tips For Successful Reactivation

During the second world war, a young soldier from Lille attended a dance for servicemen about to be deployed. One woman caught his eye, and eventually, he worked up the nerve to ask her to dance.

Thinking that he would ask again – as most of the other young men would – she politely declined. The young soldier was shy, though, and took her refusal at face value. Not knowing her name or if he would even return, the young soldier went off to war.

Nearly a century later, their granddaughter – my very closest friend for all of three days – told me the story as we drove through the French countryside between Lille and Arras.

We love stories like that – the romance of chance encounters, unintended separations, and reunions that could only be an act of fate. Maybe it’s having an answer to the so-often unanswered question What might have been? that’s the thing that really resonates. Personally, I’m just really nosy and I like stories.

While most of us have some variation of “a friend of a friend’s second cousin’s grandmother was reunited with her first love by total accident,” the truth is, we rarely experience these reconnections without some sort of deliberate effort by one or both parties.

But we lose touch with people all the time. High school best friend. University mentor. Pick-up game buddy. Customer whose payment didn’t go through and involuntarily canceled their subscription to your service because they didn’t realize it.

Happens all the frickin time. But there is no missed connections column for lost customers. If you want them back, you’re going to have to be proactive. Fortunately, not only am I good with stories, but I’m pretty good at solving problems, too. (Or, at least, nagging our CS and Ops Team Manager, Blake Bailey, until he spills all his secrets.)

Either way, in this Process Street post, I’ll share the 5 things you need to know to put some life back into those ghost customers haunting your MRR.

Let’s reconnect!
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How Talent Acquisition Changes as You Scale a SaaS Startup

How Talent Acquisition Changes as You Scale a SaaS StartupThe early days of a startup are crazy.

You have a small group of brilliant and adventurous people taking on tasks they’ve probably never done. Tight budgets leave you doing things like building desks out of doors because they’re cheaper. Your whole focus is solely directed at the goal of getting your product out there in front of customers, who probably don’t even realize how much they need your product yet.

Fast forward a couple of years and those brilliant and adventurous people now have job titles and (more or less) set job descriptions. Your engineers are spending most of their time finessing the UI and developing new features rather than building fundamental structures and foundations. You have a solid customer base that’s avid about your product – and just keeps growing.

Except – as brilliant as they are – that small group of people no longer has enough hands to do everything that needs to be done.

It’s time to scale your startup – but you need to do it fast, accurately, and strategically. So where do you start?

To find out, I sat down with Process Street‘s very own head of talent, Rosy Bellorini, to get an inside view on how to get the talent you need to scale your startup.

Let’s dig in!
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Level Up Your Employee Onboarding Workflows With These Modern Process Management Strategies

onboarding workflowInstead of an alphabetic writing system, the Incan Empire used a series of knotted and colored strings called quipu.

Quipu are still used in South America today, primarily by herders recording livestock numbers, but experts still only have theories about how the actual Incans used their quipu way back. Some believe quipu were simple memory aids, while others point to purely numerical record-keeping. The latest trend is the theory that quipu were on their way to becoming viable alternatives to written language.

onboarding-workflow-quipu
(Source)

Looking at that image, I know what you’re thinking: How could a series of knots ever represent a narrative about anything?

To be fair, though, the ancient world had a lot of weird record-keeping methods. You’ve probably encountered the Celts’ Ogham alphabet, Viking runes, and the Egyptians’ hieroglyphs – because scholars have been able to figure out what those symbols mean – but there are still many – like the quipu – we don’t quite understand.

For the most part (we think), these cultures followed a predominantly oral tradition, which is why we don’t have any documents explaining their languages. Even the Romans – who loved to write things down – left us a language (Latin) we don’t actually know how to pronounce. All because no one thought about documenting their systems in a universally understandable way that would stand the test of time.

Now, hopefully, your internal onboarding processes aren’t at risk due to your CEO’s sibling overthrowing their rule or violent colonization by an invading force, but if your organization’s employee onboarding isn’t a documented process anyone could use, it’s about as useful to your company as an Incan quipu is to a 21st-century New Yorker.

HR has gone through so many changes in the past few years that it’s not even called HR anymore. The same old systems that have worked just fine up to now just aren’t going to cut it anymore. People managers need dynamic, interactive processes that are flexible enough to meet the ever-changing needs of both their future new hires and their current workforce.

In this Process Street post, I’m going to show you how to easily level up your employee onboarding so it doesn’t become yet another antiquated system no one remembers how to use.

Let’s get started!
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Employee Metrics: 9 Essential Data Points to Track in 2022

employee metrics to trackThomas Forstner is the Head of People & Talent at Juro – a contract management platform on a mission to help the world agree more – where he is building a human-centric, scalable People & Talent function from the ground up.

There are ton of metrics you could measure as a People and Talent lead at a fast-growth company. But tracking them all simply isn’t valuable. Instead, you should be economical and focus on a few metrics that can tell you the most about your function, keeping the rest in the background until you need to delve a bit deeper.

So which metrics do you choose to focus on, and which do you put on the backburner?

It’s a hard choice, there’s no doubt about that. However, some employee metrics are more valuable than others in terms of what they tell you and how important that insight is to your broader business strategy.

Ultimately, you want to grow your team consistently with the best talent, facilitate their development and ensure they’re fulfilled and engaged in their role at your company.

This Process Street post will explore the ten best metrics to track in 2022, including:

It’s time to track the data that matters!
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ERP Suites Halved Onboarding Time & Saw 5X Fewer Customer Complaints with Process Street

erp suites case study customer success

“Overall, [Process Street has] made a world of difference inside the organization. It’s really helped our quality and keeps our customers happy.” – David Schenz, Director

ERP Suites helps enterprise companies implement scalable IT solutions for secure data, improved response times, and application of industry knowledge & best practices.

The company began its very humble start in 2006 with a few guys in a basement with a vision. By 2017, ERP Suites had grown into an award-winning company known for its IT solutions and innovations.

Currently, they meet the needs of over 250 mid-size organizations within the US and abroad.
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How to Implement Workplace Monitoring & Preserve Employee Autonomy

workplace monitoringI play video games at work.

It’s the remote manager’s nightmare: A wayward employee who does whatever they want because they lack the strict supervision of the office to keep them in line. Critics of remote work would seize on this very scenario as proof that remote workers are merely lazy and entitled.

Should employees’ web activity be tracked to make sure they’re putting in a solid eight hours of work time?

For those remote workers who don’t have designated space or equipment that is “work use only,” why should they agree to be surveilled in their homes and on their personal devices?

How do you guarantee that both your clients and your employees can feel secure that what is meant to be private will not be made public?

Most importantly, if the deliverables are delivered when they should be, does it matter how they got there?

In this Process Street post, I’m going to (attempt) to provide answers to some of those questions, discuss the issues employers need to consider before monitoring employees, and look at some “soft surveillance” alternatives to hard data collection.

Read on!
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Eliminate Noise & Make Better Business Decisions (+ Free Noise Audit Template)

make better decisionsmake-better-decisions

“Where there is judgment, there is noise – and more of it than you think.” – Kahneman, et al Noise: A Flaw in Human Judgment

The city I live in is home to a very old, very beautiful, and very famous cathedral. It’s been a hotspot for tourists since the days of Chaucer (of course they weren’t called tourists then) and still plays an integral role in the community.

No matter where you are in the city, you can see that distinctive spire above everything. If you managed to get turned out (not as difficult as you might think with many small, medieval streets), that spire will lead you straight back to the center of town. It’s pervasive and omnipresent in such a way that – ultimately – leads to it being utterly ignored.

The main thing you need to know about this cathedral, though, is that it has bells. Loud bells, and many of them. And these bells toll. A lot. Like a lot. Not that briefly pleasant trill of bells you might get on the hour or quarter-hour, either. Some days, I’d swear the bells never stop ringing at all.

The thing is, much like the spire, I never paid much attention to the bells – until they stopped. For the year+ of varying levels of lockdown during the pandemic, the bells remained silent. Lockdown ended and things started reopening, including the cathedral and the cacophonic celebration of every pigeon coo by those accursed bells.

Yeah, it’s become a bit of a thing.

This, dear reader, is an example of noise – both literally and figuratively. The cathedral has always been there – unobtrusive, in the background, subtly influencing my actions and habits without any conscious awareness on my part. It shapes the way I move through the city, my awareness of time, my mood, my memories; but, before lockdown, if anyone asked me if it had any impact on my life, I probably would’ve shrugged and answered, “Not really.”

Noise is everywhere, and it affects every decision we make – especially because we aren’t even aware of it. We all know to check our biases when it comes to important decisions, but how often do you check your noise?

At Process Street, we take good decision hygiene very seriously, so this post will examine the idea of noise presented by Daniel Kahneman, Olivier Sibony, and Cass R. Sunstein in their book, Noise: A Flaw in Human Judgment, and use those ideas in our very own Noise Audit Workflow.

Feel free to skip ahead for the workflow, or stick with me as I discuss the theory of noise:

Let’s make some noise!
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How to Grow Your SaaS Business with Social Proof Marketing

social proof marketing strategy

Kevin Elliott is a Marketing Manager for NiceJob, a platform that helps businesses collect and share customer reviews to improve their reputation and leverage it to increase sales and drive growth. He enjoys writing about business tips, workflow management, digital marketing, and customer experience. He has a cute puppy named Karl.

SaaS businesses and B2B sellers face unique challenges across the business landscape. You have to deal with long sales cycles and supposedly fickle buyers with multiple stakeholders who need to comply with internal policies—barriers unknown to many small, B2C businesses. But it’s exactly these circumstances that make tried-and-true techniques from consumer marketing so valuable for SaaS brands.

Think about it – getting a lead to book a demo or convert on a landing page, let alone actually buy, ultimately comes down to one thing: trust. In other words, are you a trustworthy brand?

All buyers, at the end of the day, are human. B2B buyers of enterprise software carefully evaluate SaaS providers for a reason: they want to feel like they can trust you. And there’s no better indicator of trust than leveraging social proof – the act of using client data, feedback, reviews, or sentiments – to your advantage to gain the trust of leads. So it’s no surprise that social proof is incredibly valuable to B2B companies.

Clearbit – one of the world’s largest marketing-data companies – added a testimonial to their landing pages and increased conversions by 84%!

In this Process Street article, you will learn all about what social proof is, what its benefits are, and some examples of social proof for SaaS businesses to help your company take off to new heights!

Let’s dive in!
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5 Tips to Improve Psychological Safety in Hybrid Workplaces by Focusing on Workflow

5 Tips to Improve Psychological Safety in Hybrid Workplaces by Focusing on WorkflowTeams are like families.

No, I don’t mean in that cheesy, woo-woo “We are family” way we all roll our eyes at.

Yeah. I’m gonna be singing that song all day.

Teams are like families in the very literal sense that you’re thrown together with a bunch of random people you may or may not have anything in common with, may or may not even like, forced to interact on a daily basis, and expected to – somehow – make that all work.

If you’re lucky, you end up with the Bradys; less lucky, you’d be right at home among the Bluths. Or the Bateses.

Most of us – hopefully – probably end up somewhere in between, but team psychological safety is important even if your manager isn’t hiding in the attic after faking his own death.psych-safety-attic-hideoutThe fact is, though, you can’t force psychological safety; it has to be something you create organically – as a team. Not everyone’s sense of safety will be the same, and more significantly, each person may not be able to explain exactly why or why not they feel safe in a particular group or situation.

But fear not, dear reader: I have a solution. By focusing on your team’s workflows, you can substantially improve their psychological safety and foster an environment of mutual trust and respect.

Coincidentally, perfecting workflows is what we do here at Process Street, so in this post, I’ll explain five ways you can use workflows to improve psychological safety within a hybrid team.

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3 Ways Big Data Will Influence the Future of People Analytics

big data people analytics
Big Data freaks me out.

Chalk it up to being spoonfed George Orwell at an early age or adolescent heroes like Fox Mulder and Neo. Maybe it’s being one of those darn, pesky Millennials always rousing rabble while perpetually straddling the conflicting worlds of analog vs digital.

Regardless: I do not trust institutions, especially institutions that want my information.

On the other hand, I use Google for everything, Alexa lives in every room of my house, and I get really annoyed when Netflix doesn’t remember that I watched something. 10 years ago. On DVD.

We will live within this dichotomy of acceptable spying and unacceptable spying. “Cyberstalking” acquaintances, colleagues, and future partners is considered the norm, as a consumer, it’s fantastic. Who doesn’t love being shown that exact thing you don’t really need the minute you pop ‘round to your friendly internet megastore?

All of those things depend on Big Data. As data collection methods improve, more and more applications for that data are coming into play. In addition to customer profiles, education, healthcare, and finance are all jumping on the Big Data bandwagon.

While traditionally more art than science, HR departments have also become recent converts to the sway of data collection. Applying hard data to soft skills may feel wrong, but people analytics has a vital role to play in measuring the employee experience.

But with additional metrics, new sources, and faster methods of collection popping up every day, what will the future of people analytics look like? More importantly, what role will Big Data play in that evolution?

In this Process Street post, I’m going to look at exactly what Big Data is and the three primary ways it will affect the hows, whys, and whats of people analytics going forward.

To the future!
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