Program Request: Post Churn Survey
Submitter Checklist
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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:
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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 |
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Provide program setup details:
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From Name: -
From Email: -
Respond-to Email: -
Provide Final Copy:
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Reviewer Checklist
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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