1. Verbatim feedback on the implementation experience

2, Subequent Renewal Behavior

3. Contract Value

1. Text analysis from comments/feedback regarding product deployment experience were categorized into a taxonomy using inductive analysis based on the frequency of co-occurrence of key themes

2. Themes were organized according to importance and main areas of intervention were identified, namely:

  - Implementation Team (the perceived professionalism of team members)
  - Project management (meeting milestones and deliverables)
  - Product experience (the gap between expected and actual product experience)
  - Thought Leadership (connect business needs with product features)
  - User Enablement (transfer knowledge to customer account reps)
  - Expense/Value (the ability to access the value proposition and generate ROI)
  - Specific Product Mentions (Product features mentioned/highlighted by name)

3. Within each main area, behaviors associated were mapped and assigned a score on a sentiment scale of -10 to 10

4. VOC Data was mapped to Sales/Renewal Data at the account level to quantify the financial impact

1. The Implementation Team (professionalism) plays a crucial role in driving renewal behavior, specifically showing responsiveness and meeting timelines: These moments contribute to customer confidence in extending their relationship with the company. Resulting in further areas of investment and establishing a long-term partnership (renewal behavior).

2. Behaviors driving the highest value for upsell:

  - Showing Responsiveness (1.3M Avg. Renewal ACV)

  - Meeting Timelines (0.8M Avg. Renewal ACV)