Clarke Conlon

#discussions - September 20, 2024 at 06:54 PM

Hey Taylor! Thanks for your input. Totally agree - I was a bit surprised when I was asked to look into "late stage" contraction mitigation. Thankfully adoption team did agree to also partner on this and focus on earlier areas like your suggestion.

#discussions - September 12, 2024 at 09:41 PM

60% related to cost and economics 40% around product-solution fit or low usage

#discussions - September 12, 2024 at 08:55 PM

Curious if anyone has had success with any contraction mitigation campaigns? (Sales assisted or digital). Specifically for license-based SaaS where the main driver of contraction is low license utilization. We already have playbooks for CSMs to reach out if license utilization drops below a certain threshold at any time, but was wondering if anyone has taken a more nuanced (or completely different) approach to this.

#general - July 31, 2024 at 05:50 PM

I've personally never experienced this or think any reasonable customer would expect action on their feedback (somewhat dependent on what that feedback is). A good middle ground is to respond to every customer review to let them you know that you've heard and appreciate their feedback (and then deciding internally if it's worth acting on). With that I think you'll be ahead of most companies who solicit reviews.

#announcements - January 05, 2024 at 08:06 PM

Possibly - I just reached out to her to see if she'd be interested. Will let you know!