Daniel Scagnelli

Whether you're a small homecare agency with a handful of clients or a large provider with thousands, HHAeXchange offers tools to help you better manage your business. Check out this guide to see how agencies at every stage can utilize the HHAeXchange platform:

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✨ When I determined that Net Revenue Retention (NRR) was my north star, everything came into focus. It became clear that driving customer value and retention was the key to sustainable growth. I recently had the opportunity to discuss how I increased NRR on CSM Practice with Irit Eizips. We went deep into the strategies that led to Banzai's consistent year-over-year NRR growth.🎙️ Podcast link in comments! I’d love to hear how others have successfully increased NRR. What’s worked for you in driving customer retention and growth? #CustomerSuccess #NRR #CustomerRetention #Leadership #SaaS

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I couldn’t agree more with this post, and its painful truth highlights a critical issue: the widespread misconception between Customer Service and Customer Success. This misunderstanding is a common organizational misstep that can significantly harm the customer experience. Every moment spent firefighting, resolving overpromised commitments made during the sales cycle, acting as a customer support representative, or addressing churn that is already far advanced, detracts from the true purpose and value of a Customer Success Manager (CSM). These distractions prevent CSMs from focusing on their primary role: driving growth and maximizing the customer’s success with the product or service. If your perception of your CSM team is simply that they "talk to customers and keep them happy," you are undervaluing and underutilizing their potential. This mindset not only hinders your team's effectiveness but also impacts both the company and the customer experience. CSMs should not be bogged down with manual or miscellaneous tasks. Instead, they should be empowered as subject matter experts and product specialists. Misplaced focus on low-value activities leads to missed opportunities for growth and improvement. Supporting and developing a CSM team that exemplifies the true characteristics of the role will naturally reduce the need for reactive tasks. Organizations must shift away from a "cart before the horse" mentality, where immediate issues overshadow the long-term strategic purpose of Customer Success. By prioritizing and properly supporting the team responsible for shaping the customer experience, businesses can create a ripple effect of positive outcomes across the organization.

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🚨🚨 Breaking News! AgencyBloc has expanded our integration with ConnectureDRX to include their new PlanCompare Edge for Agents solution! PlanCompare Edge for Agents by ConnectureDRX allows individual agents to quote and enroll their clients into Medicare plans. This new integration allows AgencyBloc’s AMS+ users to seamlessly sync data to PlanCompare Edge for Agents, and completed enrollments will automatically sync back to AMS+. Learn more about the new integration below ⤵️ #insurtech #medicare #medicarequoting #agencybloc #connecturedrx

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We closed a pretty big deal this week!!! Proud of my GTM team for listening to our customers and prospects and positioning RocketDocs for the win.   Here are the three reasons why we won:   📌We did not require a Proposal Call to explain how our pricing works.   📌Our time to implement was faster than our competition. 📌We did not cap usage.   It sounds so simple, but it really does surprise me that companies are still creating a complex pricing model that is not fixed and more confusing than helpful. It surprises me that our competitors could take 3 months to implement. It shocks me that our competitors think that its ok to nickel and dime their way to growth.   If you're in need of a platform that is not doing huge increases on your renewal, is not charging you based on usage, and can be implemented in less than 30 days, book a demo and let us help! https://lnkd.in/gMJe2eeV

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Loving these AEP insights from our team! I know a lot of plans are looking for data like this from real Medicare shoppers: https://ow.ly/ih7N30sGjTT Highlights: 1. Opt-out rates down 14.4% compared to 2023. 2. Engagement rates up 22.8%. 3. Drips is keeping folks engaged during the 48-hour SOA window.

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Can you believe that it's already time to change our clocks? It's Fall Solstice and January 27th, 2025 is just around the corner. Why is January 27th important? This is the day the FCC's new TCPA rules go into effect. We're bringing awareness to TCPA (Telephone Consumer Protection Act) compliance because the new rules could have an impact on your business if you use any sort of phone, voice mail or text message technology in sales. The rules state that companies must obtain "prior written consent" for calls and texts that contain an artificial or prerecorded voice, or are sent using an "automatic telephone dialing system". This essentially means that if you're thinking about using one of those new fancy AI-generated robocall systems for your upcoming refi campaign, you better think twice. You must have a live human being making the phone calls or sending text messages, or you'll be in violation of TCPA if you don't have written consent from consumers. We're not sure what this means regarding power dialers or automated dialers, which could be considered "automatic telephone dialing systems". The point of the new TCPA rules is to stop the scourge of robocalls and robo text messaging, so as long as a human being is on the other side of the call, does it really matter whether software did the dialing? The FCC is probably going to announce some clarification as we get nearer to the January 27th implementation date, and we guarantee there will be lawsuits aplenty next year. But in the meantime, be prepared and read our blog for news about TCPA.

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Katie Viehbeck digs into the metrics that matter from the Drips 2024 AEP Performance Report - Check out her blog https://ow.ly/mkiN30sEjC1 Katie's Top Insights from the 2024 AEP Performance Report:​ 1. DQs Down: Disqualification (DQ) rates dropped by a remarkable 14.4% compared to 2023. 2. Opt-Outs Managed Smartly: Outbound dialing often leads to opt-outs. Luckily, Drips can redirect potential global opt-outs into partial opt-outs through our Disqualified by Drips rules. 3. 48-Hour SOA Rule: CMS reinstated the 48-hour Scope of Appointment (SOA) rule. Drips leverages SMS to keep consumers engaged during this crucial window. 4. Engagement Surge: In 2024, engagement rates rose by 22.8%! Consumers are embracing conversational outbound approaches. Get ready to dive deeper. How much can conversational outbound boost conversion rates? #Healthcare #CustomerExperience #MarketingInsights #Medicare #conversationalAI #ItsAllAboutHowYouSayIt

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Before diagnosing missed revenue targets Many B2B SaaS companies only look at: - Overall CAC - General LTV - Surface-level metrics To dig deeper, here's what you should track: • Time to impact • Pipeline velocity • LTV by segment • Sales cycle length • Lead quality score • Expansion revenue • Net revenue retention • Feature adoption rates • CAC by customer segment • Customer acquisition cost payback period These metrics reveal hidden insights. Combining these metrics give you the deeper meaning.

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Driving conversion and exceeding customer expectations has been an interesting problem for the retailers. It would be a pleasure to sit down with Zach Z. to discuss how providing an accurate EDD can help tackle that. #ordermanagement #DeliveryDates

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2024 Q1 QBRs in the books. Has been a successful week so far. More big things to come for the RentPayment and CheckPoint ID CRM teams. Swinging For The Fences #ONETEAMONEMISSION #MRISoftware #RentPayment #CheckPointID

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Having worked directly with some new customers recently, I've been reminded how powerful our Fleet Management Software is...and what a struggle it can be to manage a fleet without the right tools in place. If you want to see for yourself how FleetWave and our integrated mobile apps for Drivers and Technicians can help reduce costs and keep your fleet compliant >>> https://lnkd.in/eHThmSMt

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🛍️ When businesses harness AI in retail, they provide more effective service and boost customer loyalty. Learn how you can use this technology to impress your customers in this Zendesk guide.

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Attempting to enrich data on your own can turn into a terrifying ordeal, quickly evolving into a resource-depleting, time-consuming beast that terrorizes your Ops team. 🧟‍♀️ Discover why managing enrichment with multiple vendors is incredibly challenging 👉 https://gag.gl/GiQb7D However, with our help, transforming those raw leads into valuable assets is as simple as a couple of clicks, effectively exorcising your data demons for once and all. 🎃 This Halloween, don't let your data spook you – we've got the ultimate solution. Purely enchanting outcomes, no gimmicks involved. #DataOps #DataEnrichment #Ops

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While founding Maple, we always knew that we wanted to attack the categorical ways billing and AR software is broken today. ❌ Uncapped revenue bleed for billing operations ❌ Lack of support for multiple sales motions, modern pricing models and payment processors ❌ Barriers and broken integrations between sales and finance teams on revenue source of truth Want to learn more? Come chat with us via the link in the comments!

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Attention San Francisco! Join me and other RevOps pros at RevOps After Dark to discuss some of the hottest topics in revenue right now: -- AI & Tech. -- Strategic alignment. -- Collaboration. -- Market trends. -- The future of RevOps. Don't miss out on this opportunity to join the conversation & network with like-minded professionals. Check out the link for more information and feel free to share! #RevOps #SanFrancisco #Networking

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Revenue Operations (RevOps) stands out as the most desired strategic approach that delivers long-term value in today’s SaaS world.   RevOps was never about just about short-term gains; it’s a holistic, data-driven approach that aligns sales, marketing/content, and customer success/growth teams to drive revenue growth by improving the ratio of customer acquisition cost to total lifetime value. If you’re opting for this approach as a sales/revenue manager you also need to train/hire the right people who demonstrate the following:   1.   Your team needs to navigate changing market dynamics, adopt new technologies (e.g. making personalized videos to make onboarding or sales reach outs easier) and make their peace with the fact that all departments have the same end goal (can be instilled by have a collective incentive) 2.   You need people who will breakdown silos between departments. Seek out individuals who not only excel in their specific role but also thrive in cross-functional environments. 3.   Your hiring strategy should reflect your long term focused will to invest in talent that not only meets current needs but also has the potential to grow with the organization. Consider candidates/training regimes that will instill passion for continuous improvement and professional development.   No sales/revenue manager can do this on their own. They need their team to be on their back supporting their ideas and that can only be achieved if constant feedback is being taken from them otherwise there will never be any ownership of the changing policies. Keep the following points in mind:   1.   Your team members have valuable insights into what’s working and what’s not especially sales and onboarding. You can only learn the ground reality by encouraging an open feedback culture where everyone feels safe to share their ideas and concerns. 2.   The feedback needs to be regular so that it allows you to identify areas for improvement and make data-driven decisions to optimize processes and strategies. 3.   As Daniel Pink says when employees feel heard and valued, they’re more likely to be engaged and showcase ownership towards the organization’s success. Actively giving feedback fosters a culture of trust and accountability.   RevOps is a long-term approach that requires a strategic approach to hiring/training and a commitment to continuous feedback and improvement. Invest in adaptable talent and leverage key and valuable insights of your team. #SaaS #RevOps #Sales #B2BSaas  

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Memorization is a thing of the past with knowledge management. If you can search for it, you don't need to memorize. Check out livepro's quiz feature, which highlights how agents search for answers, uncovering coaching opportunities leading to improving KPIs. Book time today to explore the features that can elevate your contact center with livepro knowledge management. #knowledgemanagement #livepro #nomorememorization

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