Our customer lifecycle is comprised of the following stages - as customers progress through these stages their segment are updated on Vitally to reflect their current stage:
A late-stage new business prospect that is 45 days out from closing. During this phase, the Solutions Engineer and Account Executive hands off and transfers knowledge to the CSM who takes the customer relationship forward as the primary contact post-sale.
If IE will be helping with the production deployment, they will begin planning for that; the CSM is preparing for the partnership kick-off.
If other services are being purchased, such as Resident Architect or Dedicated Support, resources are identified and including in kick-off planning.
When the deal closes, the account enters the onboarding phase of the lifecycle. Customers remain in this phase for the first 60 days of the partnership. During this time, the CSM team is focused on ensuring their production instance is complete (IE team if purchased or included) and onboarding end users. The goal is to get to 50% Monthly Active Use / Total Seats Purchased by the end of the first 60 days.
After the initial onboarding phase, the account enters the adoption phase. The focus in this phase is on driving greater usage and engagement with the product. The account team (AE and CsM) works with the customer to identify and implement best practices & enable use cases that drive greater adoption and daily use. Customers remain in this phase until they hit our usage targets of 30% Daily Active Use / Monthly Active Use and 80% Monthly Active Use / Total Seats Purchased.
Once the customer hits their adoption and usage targets, they enter the nurturing phase. The focus in this phase shifts to maximizing the value the customer is getting from Sourcegraph. This includes identifying and implementing advanced product features, custom integrations, or new use cases. At this point in the journey we want to also be looking for co-marketing opportunities.
120 days out from contract renewal, the account transitions into the renewing phase. The team focuses on ensuring the customer remains happy with the product and we are well-positioned for a strong renewal. The renewal process kicks off to facilitate the renewal.