Bret: Maximizing Value of Self Serve

Context from Bret: {Bret} Maximizing Value of Self-Serve

Problem: Product has invested significantly to build a self serve tool and we have an increasing customer base using this. Many people are paying customers which makes them automatically qualified to use the data, and for many of these companies their usage is increasing and sometimes they up their package. We are currently not reaching out to any of these people to offer things like discounts for committed packages (where their increasing usage makes sense for a package), and instead these people need to raise their hand for it
Proposed Solution: When these people do raise their hand it's like a 14 day sales cycle and so we want to be capturing as many of these quick wins as possible, and increase this by reaching out to more of our higher usage self serve customers
- Send sign ups to SDRs to monitor usage - Doug Lead Scoring and Korey
- Trigger outreach based on increased consumption (10% across 7-14 days?)
  - Need:
  - When: What triggers the email? When a customer within a certain lead score upgrades their package, When a customer within a certain lead score purchases the largest package available
  - What: What is sent? Email is sent from particular business poc offering support. (Email template needed from Bret/ Lindsay + Business rules)
  - Who: Who would you like to send each email from and upon what criteria? (Needed from Bret/ Lindsay)
  - How: Profitwell or Stripe + Sendgrid integration (Kat)
Who does this effect?
- SDRs
- DCs
- Product?
Action Items:
- Roundtable idea validity
- Tiger team if needed
Notes:
- KV: happy to do the tracking on this and flag these customers
- LB: https://sales.peopledatalabs.com/admin/subscriptions (list of self-signups)
- KV: how to work together?
  - BW: Want to involve Morgan Blehm and Lindsay Warren - bulk of outreach would come through SDR’s. Could set up some easy rules to trigger SDR’s to outreach to certain customers
  - LW: would like to be involved as it relates to developing a promotion path for SDR’s. Might be good to even just come up with hypotheses and continue testing those
  - LW: is there any automated email when packages are close to renewal?
    - KV: not right now, but doing refactor of stripe this quarter, which will give access to tools/integrations that will help automate things like this. First step is outlining the business rules we want to follow.
    If someone upgrade package
    
    Purchase highest level
    
    Junior DC role - promotion path
    
    People come in book meetings and get pushed back to self serve- nurture accounts- someone actively working on use cases, driving volume and adoption.
    
    Continue to renew package- month over month
    
    Went down funnel and come back
    
    Start sales cycle a little bit earlier
    
    We are getting support requests that are going to the wrong channels:
    - Lindsay would like to offer support though a junior DC role
    - Manuel- Zendesk- some requests coming into cs at peopledatalabs.com everything should go to [email protected]
    - Success@peopledatalabs email is referenced in the peopledatalabs email
    - Right now we have made progress in getting emails to go to the right place- going to support@
    - Second issue is that manuel does the triage right now nobody has a full time job to make sure things get tackled and resolved besides people internally - what is the number of requests via zendesk, less than 5 a week.
    - We have two cases open that are coming from the same company but there is no way to link that right now
    - Zendesk
    - There was a contact us form. Which we are working on replacing. posting a lead to salesforce.
    - posting a lead to salesofrce regardless of what reason you selected.
    - Most of these requests are not going to turn into that.
    - Forward it to support team. Then the person requesting it is a pdl account. The default way that the system works is reply to is the person who opens the case.