What are your customers’ expectations?
If you are unsure what success might look like for a particular customer, just ask them. Take Intercom for example.
When viewed this way it becomes clear different customers have different definitions of success. Dumping them all into the same customer success flow doesn’t make any sense if you want to maximize your chances of converting them from trial users to paying customers.
How to see failure coming
It is possible to learn how to predict, and to preempt, failed trials. You’ll need to be able to track a user’s activity over time. Luckily, Intercom is pretty good for that. The graph for a regular user will be pretty flat – by definition they use your product about the same amount of time on a
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