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Can Inefficient Onboarding Cost You $0.5M/year? (Part 3/5 - The True Cost of Inefficient Communication)

Now that we've laid the groundwork in our previous posts, let's delve into the real-world consequences of inefficient communication practices within sales and customer success teams.

Imagine this: a typical day in the life of a sales rep. They're hustling to close deals, juggling multiple tasks, and navigating a labyrinth of client inquiries. But every so often, they hit a snag—a question they can't answer, a problem they can't solve. So, what do they do? They reach out for help, pulling valuable time and resources away from their primary objective: driving revenue.

But here's the kicker: it's not just the sales reps feeling the pinch. Every time a question is asked, it creates a ripple effect, spreading across the organization like wildfire, usually via Slack or Teams. From product managers to customer success specialists, everyone gets pulled into the fray, spending precious hours responding to the same inquiries over and over again.

Now, let's talk numbers. In a hypothetical scenario, let's say each instance of seeking assistance consumes an average of 30 minutes of collective time—from the person asking the question to everyone involved in providing an answer or just passively reading the conversation. Doesn't sound too bad, right? But when you add it all up—the daily inquiries, the weekly hiccups, the monthly setbacks—the costs quickly escalate. Of course, dealing with inquiries is part of the job. But the real challenge comes with repetitive inquiries. Just a few minutes a day multiplied by the number of employees and their hourly rates results in surprisingly large numbers over the course of a year.

But wait, there's more. Consider the hidden costs lurking beneath the surface—the time wasted reinventing the wheel, the missed opportunities, and the potential revenue left on the table. It's like watching money slip through your fingers, disappearing into the abyss of inefficiency.

It all adds up, and for midsized companies, the compound costs of wasted internal time plus the slower onboarding can exceed the level of $0.5M. 

You can try this online calculator to see how big the problem is in your case - https://www.nextksframework.com. You might say that you aren't there yet and it's not that bad. Still, it's good to keep it in mind as it might become a serious pain one day. Especially, if your plan is to grow your business. The numbers used in the calculator are based on very conservative estimates, so it's expected that the reality is probably even worse than that.

So, what's the bottom line? Inefficient communication isn't just a minor inconvenience—it's a silent killer, silently sapping your company's resources and stunting its growth potential.

Stay tuned as we explore practical strategies for maximizing efficiency and minimizing costs within your sales and CSM teams. Because when it comes to communication, every minute counts.


More insights coming soon! Stay tuned for the next part...

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