PowerPoint Presentation

TOUCH POINTS & SCORECARDRenewal discussions

Customer Care Calls

Customer Nurture Emails

User ForumOnboarding(21-35 days )LIFECYCLE STAGEMETRICSFRUSTRATIONS- Health Score- NPS- Churn %Why only call us just prior to renewal?Why so slow responding to tickets?Your user portal is not intuitiveImprovement OpportunitiesHire customer marketing managerStart tracking ticket response metricsIncrease frequency of check-ins

Customer Journey MapRecommendationsEducation(14-21 days)Support(Lifetime Average = 4 years)Pre-Sales(30-90 days)Customer ExperienceAdmin training

Team training

Documentation- Key Feature Usage %- Health Score- Seat Utilization %End users strugglingHelp center hard to useRe-launch end-user trainingEvaluate help center Search featureTechnical team

Business / goal setting

Free Trial Guide

Free Trial coach/nurture- Days to DeployDeployment doesnt match pre-sales promisesFree trial confusingBetter Sales and CS alignment Improve free trial walk-through- Opportunity Win % - Sales Sat RatingSales calls

Free Trial

WebsiteLack referencesLack documentationDeployment appears complexCreate deployment playbook Reference program