Ammon Curtis

And there's a couple of things that we did in relation to that.

One, we made sure our coaches were oriented to the goal that's set by the customer.

And then two, we also offer a guarantee.

So historically, our coaching was set up where the customer would come in and they have an allotment of five hours or whatever it was.

Instead, we said, hey, why don't we guarantee that they'll be able to reach the goal?

We'll set the goal up front.

But instead of giving just an allotment of five hours or 90 days or whatever the case is, we would say, at the end of 90 days, if you don't reach the goal, we'll continue to coach you and make sure that you get to the goal that you intended.

Now, how did it impact NRR?

Well, if we break it down, for those customers that came in and kind of went through the guided do-it-yourself or the do-it-yourself, we were seeing a 41% net revenue retention.

Earlier, we were looking at unit retention.

Then those that we did it with them, we saw it bump up to 52%.

We also built out capabilities to do a lot of the lift for customers, so we could not only build it out, but then instruct them in that process.

And in that case, we saw a bump up to 73%.

Now, what gets even more exciting to me than just how being able to integrate that in so that not only the product-led growth elements, but the product-led organization, and the overall focus on the customer yields the success for the customers that we look for.

When we look at our business and complement this with other initiatives,

What we see is the 41% like we talked about, 52% the done with you, the done for you at 74%.

And if you couple just the coaching, completing coaching with the other initiatives that we've integrated in the business, it bumps up to 106%.

So for us, it's made a seismic move in not only what we're doing with customers, but also the results for the business on how we're performing.

So over the last 20 minutes, we basically covered how we evaluated and looked at our integrated PLG approach, and the decisions that went into that, and then the impact.

Now just to tie a bow on the experience that I had with skiing, about a week ago I went snowboarding with my family for the very first time.