Mauricio Quiguela

And you know the problem?

We had at that time much more accountants with one and two than the other ones.

And what happens when you have this situation?

Customer support was struggling with a lot of tickets.

The product department was receiving a lot of requests for features that fit only small companies.

So you change the whole company and probably in the future, your product will not fit for those other better customers.

So you need to be careful with that.

We cannot take a look on the average.

So if you put your head on the oven and your feet on the fridge, probably the average temperature is good.

And what I'm showing you that you don't need to take the KPIs for average as serious as we used to take.

And if you go to this regular

dashboards and KPI software such as Chartmogul, ProfitWell and so on.

We use ProfitWell and we like them, but they don't show this kind of reality to us.

They show the average only.

So overall churn is not the most important KPI.

We need to take a deeper look into the customer.

There are many ways for us to predict customers or predict what they will do, their behavior.

based on engagement, based on the behavior, based on the number of tickets, based on how they add or remove users to the platform, how they interact to the platform.

So if we can put some KPIs on this behavior, we can identify, track, and put some triggers on this behavior, we can predict problems like months before, and then we can take actions.

And this is going to save us a lot of money in the future.