Customer Event

A customer account successfully uses a key feature or capability within your product.

Playbook Goals

Capitalize on momentum; celebrate success with the customer and then grow your relationship with them. This could mean:

• expansion or upsell

• getting an intro to a team with a new use case

• participation in customer marketing, etc.

Data Monitored

This will vary widely based on your product. A few examples:

Trigger Alert When

Alert on

Overview 

One of the most exciting events for young PLG companies—a new signup! 

The main goal of this playbook is enhancing the experience for new users of your product—without aggressively selling.

As the expert in your product, you know what activities or behaviors are most likely to lead new users to their lightbulb–i.e. activation–moment.

A data-driven playbook that nudges you (or team members) to reach out to signups and guide them towards that “aha moment” is a no-brainer.

Slack alerts for new accounts can also help busy teams triage and prioritize work so that high-value new signup that’s squarely in your ICP never gets overlooked.

In addition to focusing on the end user experience, a version of this playbook can help you at an even more tactical level—making sure account creation is successful.

Most SaaS signup flows require multiple steps from a user to finalize account creation (e.g. confirm email address to activate account). Monitoring and alerting on accounts that start the signup flow but don’t complete is a good best practice.

Why deploy this playbook with Rupert?

• Alerting to Slack when you get a new signup is a great way for small teams to celebrate and sustain positive momentum.

• You’ll catch any accounts that drop off or hit issues with the signup flow

• High value new accounts will activate faster and at higher rates