Customer Success Management vs. Free Trial Strategies

Requirements Clarification & Assessment

1. Understanding the Product Goals:

   • Define the primary objective of the software launch. Is it to increase user acquisition, improve engagement, or boost revenue?
   • Identify key performance indicators (KPIs) that will measure the success of the product, such as conversion rates, user retention, or customer satisfaction.

2. Target Audience and Market:

   • Determine who the target customers are for the new software. Are they existing users familiar with Square's products, or new users unfamiliar with the brand?
   • Assess the market landscape, including competitor offerings and how they engage customers.

3. Historical Data and Insights:

   • Review past product launches to understand what strategies were effective.
   • Evaluate existing customer engagement and retention metrics to identify potential challenges.

4. Resources and Budget:

   • Understand the budget constraints for the launch and customer success initiatives.
   • Assess the capacity of the current support team to handle increased customer interactions from a free trial.

5. Product Complexity and Support Needs:

   • Evaluate the complexity of the software. Does it require hands-on guidance or is it intuitive enough for users to navigate independently?
   • Determine if there are unique features that may need additional explanation or demonstration.

6. Executive Expectations:

   • Clarify how the executive team defines success for the product launch.
   • Understand the long-term vision for customer engagement and support strategies.