Suggested edit to OKRs for CS

[jamesefhawkins]

Changes

2 reasons for this change:

• We already have ICP outreach happening
• I've suggested we do call out churn more visibly:
  • We've had issues with churn in b2c and we're trying to figure out how to solve here - I'm anxious about a lack of visibility, and I think it's good for us to prioritize this

Open to feedback!

[simfish85]

I'm 👎 on this as it's presented - in practice, 100% retention is impossible for any SaaS business, let alone one which is usage-based where monthly spend fluctuates. There's so much which is out of our control here like:

1. Customer shows up, is happy, hits $20k in the first month but their customer volume dips so they fall below the range so we consider them churned as per this KR.
2. Customer shows up, tries us out for a month, hits $20k and realises that we aren't for them for product capability reasons then cancels their subscription, we consider them churned.

To my mind the main reason for this focus is the B2C "churns" we have had where we think it was based on pricing; so we should focus on that and change this KR to be ensuring that we are proactive in reaching out or applying discounting to every B2C customer who shows up.

If you really feel that we need a separate KR for churn then I'd suggest something which was % based rather than absolute and based on industry figures such as 3-5% expected annual churn:

Retain 95% of ARR from existing and new customers in the 20-100k range

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[charlescook-ph]

Going to close this as superseded by new OKRs