Greater Efficiency & Lower Churn
Greater Efficiency & Lower Churn
Greater Efficiency & Lower Churn
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Challenge
Macrobond has so much fantastic data - people just need to know that it exists and how it can create value for them. While everybody in finance is interested in ESG-data, only 20% of our users were accessing the unique top-down ESG-data our customer success platform provides. We wanted to find out who was using it and what they were using it for, so we could alert the customers who were missing out about what they were missing out on.
“With Planhat, we came in with a 20% lower churn than we had budgeted within the first years, simply because we now understand our customers better.”
Challenge
Macrobond has so much fantastic data - people just need to know that it exists and how it can create value for them. While everybody in finance is interested in ESG-data, only 20% of our users were accessing the unique top-down ESG-data our customer success platform provides. We wanted to find out who was using it and what they were using it for, so we could alert the customers who were missing out about what they were missing out on.
“With Planhat, we came in with a 20% lower churn than we had budgeted within the first years, simply because we now understand our customers better.”
Challenge
Macrobond has so much fantastic data - people just need to know that it exists and how it can create value for them. While everybody in finance is interested in ESG-data, only 20% of our users were accessing the unique top-down ESG-data our customer success platform provides. We wanted to find out who was using it and what they were using it for, so we could alert the customers who were missing out about what they were missing out on.
“With Planhat, we came in with a 20% lower churn than we had budgeted within the first years, simply because we now understand our customers better.”
Solution
Planhat allows us to target new features, new data sets using custom dashboards & widgets to help our users unlock more value by showing them what other, similar users do. While we had the data before, Planhat has made it considerably more accessible. Further, it allows us to closely track usage changes - a great early warning tool that's easy to act on, putting us ahead of our customers.
Solution
Planhat allows us to target new features, new data sets using custom dashboards & widgets to help our users unlock more value by showing them what other, similar users do. While we had the data before, Planhat has made it considerably more accessible. Further, it allows us to closely track usage changes - a great early warning tool that's easy to act on, putting us ahead of our customers.
Impact
Customers' Macrobond usage has increased massively, and churn has decreased massively. Thanks to Planhat, we can finally unlock the value of Macrobond for everyone. Now we can do more with less and my team can look after more customers and prioritise their time better, with better data. I want customer success managers to spend their time with the customers that are not using us in the best way possible, and now they know who those customers are. With Planhat, we came in with a 20% lower churn than we had budgeted within the first years, simply because we now understand our customers better.
Impact
Customers' Macrobond usage has increased massively, and churn has decreased massively. Thanks to Planhat, we can finally unlock the value of Macrobond for everyone. Now we can do more with less and my team can look after more customers and prioritise their time better, with better data. I want customer success managers to spend their time with the customers that are not using us in the best way possible, and now they know who those customers are. With Planhat, we came in with a 20% lower churn than we had budgeted within the first years, simply because we now understand our customers better.
Howard Rees
Chief Commercial Officer
Macrobond
Howard is a commercial and sales leader with over 20 years of experience driving growth across global financial and tech markets. As Chief Commercial Officer at Macrobond, he tripled revenues in under four years and led the company through a successful acquisition by Nordic Capital. He previously held senior roles at MSCI and Bloomberg, where he scaled international sales teams and delivered major market share gains. Howard brings deep market insight and a proven track record of leading teams that deliver sustained commercial success.
