The 3-action formula that predicts above-average customer retention | David Melendez
David Melendez process-mapped Instructure's entire onboarding flow and realized they were operationally optimized for the wrong outcome: getting customers keys to their purchase rather than setting them up to renew. The team had confused access provisioning with value delivery—a distinction that becomes critical when services drive the onboarding motion for a 50%+ market share LMS provider.
David, Sr. Director of Customer Experience Strategy & Operations, brings a method from his Alteryx days: identify the three customer actions that correlate with above-average renewals, then architect…
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