Overview + Goal
Automatically maintained reports which give a reliable picture of our relationship to clients, past and present. This means capturing account status, delegator status, billing status, and contract status accurately.
The business objectives are:
- Growth can have accurate, contextualized outreach lists for referral campaigns, lookalike ads, and upsells (ex: not asking canceled clients, clients with lots of issues in a given month, or paused clients for referrals.)
- It’s easier for for CS to manage expansion, retention, billing, and contracts.
Symptoms
Symptoms:
- Existing client reports don’t consistently differentiate between active and inactive clients
- The Churned Report and DAL Client List are the most accurate but require lots of upkeep. In addition, they have the following problems:
- Growth + CS can’t see active accounts which are neither paused nor offboarding
- Growth can’t tell who is on a pause plan vs. who is on a pay as you go plan.
- Growth can’t tell which delegators are active vs. alumni.
- CS can’t easily distinguish which clients pay after services are rendered from clients who pay up front via invoice, which makes it harder to collaborate with finance.
- CS can’t easily help offboarding clients spend down their current credits.
Diagnosis:
I see three core issues:
- Data Model Lags Behind Service Evolution: We updated our service to meet billing and offboarding needs of larger accounts without updating our data model and our UX to match.
- Exceptions Handling for $99: We did not fully retire the $99 plan but have not incorporated this rare but useful exception into data management or UX flows at least in a dashboard.
- Missing A Cadence for Offboarding Delegators: We auto-add new delegators to the DB, but we do not have a cadence for offboarding alumni users.
Suggested Updates - Data Model
Untitled
Recommendation: 6 Steps