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  • #293

Program Request: Post Churn Survey

Submitter Checklist

  • Name this issue: We want to survey SMB customers who subsequently churn to understand why they left GitLab, what was missing, and where we could do better for continual improvement.
  • Goal of this program: Obtain churn reasons, feed into the improvement feedback loop, and gather data to feed into Salesforce for reporting
  • Reviewers: @nchristou @hmason @pharlan @jdbeaumont

Provide logistical details:

  • Requested Launch Date: 2021-06-11
  • Requested Send Time: 1 day after Oppty is marked closed-lost
  • Participant Criteria listed here OR attach CSV List:
Email(s) Trigger Wait step
Post Churn Survey 1 day after Oppty is marked closed-lost ARR range: All, Segment: SMB, Account Owner Team: EMEA, EAST, WEST, LATAM, APAC (as of April 13, 2022) Exclude: PubSec (PubSec as a Sales Segment) 7 DAYS
Post Churn Reminder Survey Same as above
  • Provide program setup details:
    • From Name:
    • From Email:
    • Respond-to Email:
    • Provide Final Copy:
  • SMB Churn Survey - Email Copy
  • SMB Churn Survey - Questions

Reviewer Checklist

  • Program Manager: Confirm that required details were provided and issue is ready to be worked
  • Discuss the proposed send and alignment with priorities, ask questions as necessary
  • Create the emails in Gainsight
  • Create Digital Program
  • Add participants to Digital Program
  • Approvers, @llandon Review emails
  • CSOps to review program setup
  • Issue requester (or reviewers) provide approval, or updates in issue comment
  • Comment that the issue is scheduled for deployment (including date and time)
  • Add email subjects and link copy doc (view only) to Handbook in digital journey section
  • Confirm that the program deployed successfully in the comments of the issue
  • Follow-up on performance metrics 24hrs
  • Close out this issue.

/cc @jdbeaumont @mharris3

References

  • https://help.typeform.com/hc/en-us/articles/360029616071-How-to-build-a-Churn-survey
  • https://survicate.com/surveys/templates/lost-customer-survey/
Edited May 23, 2022 by rallison2
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