1.2 KiB
1.2 KiB
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 |
|---|---|---|
| -------- | ------------ | ---------- |
| -------- | ------------ | ---------- |