43 lines
1.2 KiB
Markdown
43 lines
1.2 KiB
Markdown
|
# Notes
|
||
|
|
|
||
|
|
## 9/22/2022
|
||
|
|
* Feedback is content is boring and too wordy
|
||
|
|
|
||
|
|
### CS Strategy
|
||
|
|
* Try to collate product data
|
||
|
|
* Pendo was helpful for click data
|
||
|
|
* Churnzero has click data, Pendo does it better
|
||
|
|
* Invest early in CS software - HR uses Churnzero
|
||
|
|
* Churnzero has a ton of integrations for a holisitic view
|
||
|
|
* Which are struggling to adopt
|
||
|
|
* Which are doing well
|
||
|
|
* NPS feeds into Churnzero
|
||
|
|
* Direct from Product Data
|
||
|
|
* Zendesk, Salesforce, etc
|
||
|
|
* 10% of their score is escalated technical ticket
|
||
|
|
* Number of logins in the last week
|
||
|
|
* Which products are purchased
|
||
|
|
* Scale by segment, or ARR as we grow
|
||
|
|
* When Alaina got there, they had "self-serve" customers that weren't touched
|
||
|
|
* Churnzero also helped with all of that
|
||
|
|
* Think about how to have personalized interaction as you scale
|
||
|
|
* We need to look at our unhealthy customers and _why_ we think they are unhealthy
|
||
|
|
* We don't need a CS platform
|
||
|
|
* Looker allowed red or green to show health score
|
||
|
|
*
|
||
|
|
|
||
|
|
|
||
|
|
# Todo
|
||
|
|
|
||
|
|
|
||
|
|
|
||
|
|
# Feature Requests
|
||
|
|
|
||
|
|
| Date | Request |PM/Product Section|
|
||
|
|
|--------|------------|----------|
|
||
|
|
| | | |
|
||
|
|
|--------|------------|----------|
|
||
|
|
| | | |
|
||
|
|
|--------|------------|----------|
|
||
|
|
|