Ammon Curtis

We went from a paid onboarding to a free onboarding.

And then we had our moniker of personalized automated follow-up and shifted that to talk about a simple one step.

And that's all that was needed.

But it missed the point of the problems that our customers were experiencing.

And we decided over that time period where things kind of teetered off that our human connection wasn't as important as we thought it was.

So we started to eliminate that in the process.

Now what we're starting to see is growth picking back up.

And I'm super excited at the results that we're seeing from customers and the experience that they're having.

And wow, thank you.

No, I'm kidding.

But the return to growth really comes from us being able to redefine our strategy and our target, and then focus on usage and paid onboarding to be able to restore the human connection.

And then our focus now is on what we call business automation.

So I'll walk you through kind of how we went about that.

And the elements in my mind that helped us the most was one, being able to identify who our customers are,

ability was and what they could actually do, the problem set and the complexity of the problems that they were struggling with and

the need for humans in our process.

So what Wes just talked about in trying to steal some of your words here, Wes, I would call it an integrated PLG.

In here, I'll call it hybrid, because I didn't have that knowledge of what Wes just gave us here.

But if we looked at our customers, we had been, in that downturn, focused on startups and solopreneurs.

This is plotted based off of growth of customers, excuse me, of small businesses.