<aside> 💡 Tip: Make goals are accessible to the entire team to foster transparency and accountability.

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Objective 1: Improve Customer Retention

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Goal: Maximize customer retention through proactive engagement and effective segmentation.

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• [ ] Reduce churn rate from 7% (19Q2) to 1.5% by the end of 21Q4.
• [ ] Achieve target churn rates by segment
  • [ ] High Touch: Target churn rate of 1-1.2% by providing dedicated customer support and high-touch engagement.
  • [ ] Middle Touch: Target churn rate of 3-5% through periodic check-ins and tailored outreach.
  • [ ] Low Touch: Ensure overall churn rate remains below 8% by automating proactive support and monitoring.
• [ ] Increase proactive engagement activities by 30%.
• [ ] Improve Customer Health Scores for 80% of customers by implementing early warning systems

Objective 2: Increase Product Adoption

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• Goal: Drive product adoption to ensure customers realize the full value of the product. </aside>

• [ ] Increase feature adoption rate to >70% among existing users by the end of 20Q1

• [ ] Launch 5 targeted training webinars per quarter to boost feature usage.

  • [ ] Prioritize high-impact features to drive engagement

• [ ] Achieve a 20% increase in customer product engagement through personalized use case campaigns.

  • [ ] Organize quarterly rallies - QBR and EBR
    • [ ] External with customer (Minimum 1 per quarter)
    • [ ] Internal with sales and Product (Minimum 1 per month)

• [ ] Document new changes in Product and Customer Life, share them in the LMS.

Objective 3: Drive Expansion and Revenue Growth

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Goal: Increase revenue through upsell, cross-sell, and account expansion opportunities.

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• [ ] Increase CLTV by 25% through (from 21Q1) upsell and cross-sell initiatives by 21Q4.
  • [ ] Identify top 20% of accounts for targeted upsell campaigns.