FAQs
Frequently Asked Questions about our B2B services
Subscriptions and Billing
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When do I get billed?
You are billed monthly or quarterly depending on the subscription option you selected when purchasing.
You are billed automatically by Stripe on the same day each month that you started your subscription (eg if you started on 5th August, your next automatic billing will be on 5th September).
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What currency do you bill me in?
All billing is currently in AUD (Australian dollars).
We are currently investigating offering billing in other currencies including USD, EUR, GBP and NZD.
If this is important to you please let us know - to date there have been no objections from customers (and for US customers, the exchange rate is fantastic for you), but we will accelerate this process if it is a hurdle for customers.
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How do I cancel?
You can easily cancel (or pause or upgrade/downgrade) by contacting us (using either the private email we provided you or via our Contact page) and we can cancel your subscription for you.
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How do I know which Pricing Tier to choose?
If you're not sure which is the best fit for you, no problem. Let's organise a call and chat through your requirements.
Alternatively, simply start with one of our packages and upgrade as needed.
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I don't want a monthly subscription yet, can you do you one-off items instead?
Yes, if you're not ready for a monthly subscription yet, you can start with our other engagements including:
About You
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I've had bad experiences with marketing companies before. How will this be different?
Sadly, we've heard this from clients at times. They've been burnt previously working with lazy (or perhaps even dishonest) agencies and are thus naturally apprehensive.
We get it. There are high quality and low quality providers.
Let's chat through your previous experiences.
About Us
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Where are you located?
XEN is officially located in Sydney, Australia.
However, we work with companies all over Australia, New Zealand and now globally.
We are a remote company (ie all of our team are working remotely) with team members in many different cities.
Thanks to the pandemic, we are optimised for working with customers anywhere - it's simply a process of scheduling meetings and calls in your timezone - which is very easy to do now.
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How long have you been doing this?
We've been working with B2B companies since 2014.
Over the years we've worked with a range of businesses from small (single operators) through to mid-large size businesses (ie with sales teams) right through to corporates like Brother.
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What timezones do you operate in?
We are able to fit in with most time zones.
For example, for US locations we simply organize a call either early morning or late in the evening for us, to fit in with your day.
Strategy and Planning
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What do we discuss in the monthly planning session?
Every month or fortnight, we have a planning call with you.
We walk you through the results, gather feedback from you and outline the activities we are planning for the coming month.
Depending on how involved you want to be in the tactics, there's very little you need to do - we take care of it all.
However, if you are interested in diving into all the details, we'll happily spend hours going into all the items we've implemented with you.
Some clients are: don't bore me with details, just get me results.
Other clients are: show me everything, I love learning about this.
It is all tailored to what works best for you.
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What do you mean by strategy?
Strategy and tactics are two terms you'll hear marketing people use.
Strategy = what we are going to do
Tactics = how we are going to do
For example:
A typical strategy for a high-quality client might be: we're going to focus on promoting our products and packages, with a focus on getting more leads.
The tactics for that strategy would be: which social channels we target, the targeting on paid advertising platforms, the content that needs to be written on the site and provided as downloadable guides, the SEO optimizations to focus on, and the email nurturing sequence to be added.
These are just simple examples - we discuss with you the appropriate mix for your business.
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What tools and platforms do you use?
We use a mix of tools and platforms to deliver your marketing strategy and campaign implementation.
These include:
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HubSpot
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Teamwork
We will also ideally, if appropriate and efficient, work in with your current systems eg if you currently use specific platforms for your CRM, website, landing pages, etc.
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Results and Timeframes
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How do you measure results?
Results are ideally based around driving new customer purchases. However, leads is just one part of the mix. Many of our clients instead want to focus on automating processes, or ensuring that their site is up-to-date, or up-selling existing customers to new products.
So it's important that we discuss your goals each month, and plan our activities accordingly.
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