Summary
Momentum matters. This play targets new customers, right after onboarding ends but before habits set, by checking in early, surfacing concerns, and keeping engagement on track.
Why is works
Nips early disengagement before it becomes churn.
Builds trust through proactive, personalized attention.
Reinforces value when confidence is still forming
Goal
For the reader: Support new customers through their early ramp period.
For the company: Increase retention by catching post-onboarding drop-offs early.
Accoil Signal
(1) Primary signal
Lifecycle Stage is recently onboarded
Engagement Score is moderate or declining
(2) Additional insights (recommended filters):
Feature Usage = low use of core functionality
Account Characteristics = high-value or strategic accounts
Action steps
Use Accoil filters to spot accounts that have low-mid engagement post-onboarding
Schedule Check-Ins
Ask about early experiences and blockers.
Recommend key next steps or features.
Maximize Automations to Provide Proactive Support
Offer sessions or tutorials based on usage gaps.
Share relevant guides or templates.
Reinforce Value
Highlight outcomes, use cases, and proof points.
Share examples from similar customers.
Monitor Engagement
Track recovery and escalate as needed.
Follow up with persistent drop-offs.
Supporting metrics
Metrics | How to measure in Accoil |
Engagement Recovery Rates | % of accounts with improved usage post-check-in |
Retention Metrics | Renewal/expansion of those in checkpoint accounts |
Customer Satisfaction | Healthy scores + early experience feedback |