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Small win: segments caught a churn risk early

wade_pratt_42066

Quick one. Since we added a second product line, our churn has been all over the place. Is that a CSAT surveys config issue or are we reading it wrong?

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Comments

ravi_frei_b6b1c

Spent a week on this. The fix was tying NPS surveys to the account owner field.

gus_quinn_b9e22

Same setup here. In our case it came down to session replay being too broad.

maya_pace_f5be0

Curious what cadence you landed on. We over-asked and CSAT tanked.

ivy_boyd_a2e87

Honestly journey mapping didn't move time-to-resolution for us. Salesforce did more.

ned_holt_74158

Following. We're about to do the same thing for our SMB tier.

felix_marsh_d1fe3

+1. The Zapier step is where ours kept breaking.

tara_marsh_adc15

Following. We're about to do the same thing for our SMB tier.

maya_reyes_08d64

Curious what cadence you landed on. We over-asked and CES tanked.