Quick one. Since we added a second product line, our renewal rate has been all over the place. Is that a journey mapping config issue or are we reading it wrong?
+1. The Salesforce step is where ours kept breaking.
Have you tried routing it through Intercom? Fixed the CSAT gap for us.
We measure CSAT weekly now and it's made segments decisions much easier.
Following. We're about to do the same thing for new onboarding cohorts.
We hit this too. Scoping CSAT surveys to renewals at risk first made it manageable.
