Meeting Title: Default Dashboarding Project Check-in Date: 2026-04-08 Meeting participants: Greg Stoutenburg, Laura Krivec
WEBVTT
1 00:00:43.470 ⇒ 00:00:44.450 Greg Stoutenburg: Hey, Laura, good morning.
2 00:00:45.780 ⇒ 00:00:49.910 Greg Stoutenburg: Hi, nice to see you, outside of that one call.
3 00:00:49.910 ⇒ 00:00:51.109 Laura Krivec: You as well.
4 00:00:51.440 ⇒ 00:00:52.930 Greg Stoutenburg: Where are you located?
5 00:00:53.270 ⇒ 00:00:54.360 Laura Krivec: New York.
6 00:00:54.360 ⇒ 00:00:56.850 Greg Stoutenburg: Okay. Is that, like, basically the whole team?
7 00:00:57.280 ⇒ 00:01:04.379 Laura Krivec: Yeah, most of the team. There’s, like, a few people that are remote, including Caitlin, but, most of us are here.
8 00:01:04.599 ⇒ 00:01:07.789 Greg Stoutenburg: Okay, yeah, nice, nice. How long have you been with Default?
9 00:01:07.790 ⇒ 00:01:10.529 Laura Krivec: I joined in November, so not too long.
10 00:01:10.530 ⇒ 00:01:13.029 Greg Stoutenburg: Oh, okay, cool. What were you doing before that?
11 00:01:13.030 ⇒ 00:01:19.050 Laura Krivec: I was the Chief of staff at the Series B company in New York, fintech, yeah.
12 00:01:19.380 ⇒ 00:01:22.780 Greg Stoutenburg: Nice, okay. So, finance is the background, I take it?
13 00:01:23.010 ⇒ 00:01:35.660 Laura Krivec: Sort of. I was… I started my career more in, like, a corporate, kind of, you know, traditional financial services investment consulting firm. Then I worked in private equity, and then I moved to startups.
14 00:01:35.930 ⇒ 00:01:42.260 Greg Stoutenburg: Okay, alright. That’s a lot of movement. What do you, what do you think? Is this, is this where you want to stay?
15 00:01:42.260 ⇒ 00:01:50.349 Laura Krivec: I think so, yeah, I like, I like the tech space better. It’s, I feel like there’s more, like, ownership, more,
16 00:01:51.320 ⇒ 00:02:00.720 Laura Krivec: more, like, personal, like, satisfaction in a way, like, your own things and all that. So, yeah, I like it better.
17 00:02:00.850 ⇒ 00:02:09.780 Greg Stoutenburg: Yeah, things in, I’ve been in tech since 2021, and it’s like, things rise or fall with your effort and success.
18 00:02:09.780 ⇒ 00:02:21.379 Laura Krivec: I know, it’s a bit… that’s what I experienced in my last job. Like, I was there, for, like, almost 4 years. We were pretty much a unicorn soon after I joined, and then everything crashed, so…
19 00:02:21.670 ⇒ 00:02:22.220 Greg Stoutenburg: Yup.
20 00:02:23.400 ⇒ 00:02:35.499 Greg Stoutenburg: No more unicorn. Yeah, I, my… well, I mean, my original background was in higher education, and actually, something that I started… and, you know, there’s a lot of good things to say about it, but, yeah, I was a philosophy professor, and.
21 00:02:35.500 ⇒ 00:02:35.999 Laura Krivec: I don’t know.
22 00:02:36.000 ⇒ 00:02:44.449 Greg Stoutenburg: One of the things that, yeah, so speaking of movement, you know, one of the things that… that I sort of, like, started to get frustrated with is that, like.
23 00:02:44.450 ⇒ 00:02:56.710 Greg Stoutenburg: you don’t impact anything. Like, nothing you do changes anything. Things will just proceed as they had been. Excuse me, my dog… as soon as I start talking, my dog needs to go outside, so then I open the sliding door, and he goes out, and I shut it.
24 00:02:57.710 ⇒ 00:03:03.979 Greg Stoutenburg: Yeah, so, no, I get that. On the other hand, you know, there’s the downside of all that responsibility is that you have it every day.
25 00:03:03.980 ⇒ 00:03:06.230 Laura Krivec: Yeah, exactly. And where are you based?
26 00:03:07.230 ⇒ 00:03:16.859 Greg Stoutenburg: I’m in York, Pennsylvania, so I’m just, like, I could take the train from Lancaster to Penn Station and be to New York City in three and a half hours or so.
27 00:03:17.070 ⇒ 00:03:18.400 Laura Krivec: Got it. Okay, nice.
28 00:03:18.400 ⇒ 00:03:21.699 Greg Stoutenburg: Yep, yep. I’m originally from Michigan, just…
29 00:03:21.900 ⇒ 00:03:25.970 Greg Stoutenburg: Moved around, you know, pursuing degrees to get that professor job.
30 00:03:25.970 ⇒ 00:03:46.530 Greg Stoutenburg: And then leave it in 3 years, so… Yeah, yeah, cool. So, yeah, I mean, I sort of just, like, a little bit wanted to chat and get to know you a little bit, and, you know, I’m… I was brought on to the default, dashboarding project sort of midstream, so, you know, I’ve got all our documentations and caught up with
31 00:03:46.530 ⇒ 00:03:54.510 Greg Stoutenburg: People internally, but we’d just like to hear from you, like, what… what your goals are here, you know, what you want to do with this data, and
32 00:03:54.510 ⇒ 00:04:05.919 Greg Stoutenburg: you know, what I can do to help you win with your responsibilities here. And and then I will also just run the newest dashboard by you for some feedback. So, that was… that was all I had in mind for this, you know.
33 00:04:06.060 ⇒ 00:04:06.759 Greg Stoutenburg: 20, 30 minutes.
34 00:04:06.760 ⇒ 00:04:15.070 Laura Krivec: Yeah, I’m happy to do so. So, I cover all ops, so I do, kind of, accounting, finance.
35 00:04:15.580 ⇒ 00:04:21.570 Laura Krivec: Illegal people, then, like, everything for the board meetings,
36 00:04:21.570 ⇒ 00:04:37.900 Laura Krivec: and so forth, and then I, like, plug into various teams. Like, now I’m, helping Nico really manage the customer success team. Then for all the go-to-market teams, I do, variable compensation, so I, you know, I set their
37 00:04:38.050 ⇒ 00:04:41.639 Laura Krivec: Targets, their variable compensation, and so forth.
38 00:04:42.020 ⇒ 00:04:58.880 Laura Krivec: And so… and then generally, like, help the team a little bit with, you know, kind of guidance, pushing them if there’s, like, a decision to be made and all that. Default is a very young team, and a lot of people are, like, 27,
39 00:04:58.880 ⇒ 00:05:11.860 Laura Krivec: 4 that maybe have not really worked extensively before, and so sometimes, not in a bad way, they’re great, but, like, you know, they lack, like, a bit of, like, how to work kind of thing. Yeah. And so my goal, basically, is
40 00:05:12.250 ⇒ 00:05:30.379 Laura Krivec: to, on a high level, to, you know, so everyone should know what’s happening in the business and in their functions. So from my side, that means the ARR dashboard is very important because we share it with the whole company, but we also share it with the board, right? So…
41 00:05:30.380 ⇒ 00:05:30.850 Greg Stoutenburg: Okay.
42 00:05:30.850 ⇒ 00:05:44.679 Laura Krivec: You know, it’s like the Keep It Dashboard, where we will look at, understanding how the business is performing. We will copy-paste those numbers, and present them in the weekly all-hands.
43 00:05:44.680 ⇒ 00:05:57.209 Laura Krivec: And if there is a re-investor request, we’ll just share that. So that needs to be correct, which actually right now it is, so I think we’re good there. And then what I’m trying to do is
44 00:05:58.850 ⇒ 00:06:11.839 Laura Krivec: every function should have, like, a small version of that, but for their own function, right? So that’s what I’m trying to do with Deanna and Customer Success. So we need to know how each
45 00:06:11.940 ⇒ 00:06:30.680 Laura Krivec: how each customer success manager is performing. We have previously not really looked at performance as a business that much, and we don’t know. Like, we know that, you know, for example, last quarter in customer success was bad, but we don’t really know why and, like, where, what the reasons are, so…
46 00:06:31.370 ⇒ 00:06:37.450 Laura Krivec: What I’m trying to do is… Making sure we understand.
47 00:06:37.820 ⇒ 00:06:55.990 Laura Krivec: team performance, individual performance for all teams. So, customer success, BDRs, sales is maybe a bit easier, and we kind of, like, I think this is, like, kind of based on quota, and we have a better idea there. But, like, with the BDRs, you know, the issue is we have 3 BDRs.
48 00:06:55.990 ⇒ 00:07:02.100 Laura Krivec: Their performance, they’re kind of new, so it’s a bit hard to say, but their performance is different.
49 00:07:02.360 ⇒ 00:07:03.640 Laura Krivec: And so.
50 00:07:04.040 ⇒ 00:07:23.549 Laura Krivec: I want to help Lev understand why. Is it because one, you know, did a thousand calls versus the other one did two calls, or, like, what is it? What are the inputs? So, yeah, on a high level, like, I want to do this for every team. Yeah.
51 00:07:23.660 ⇒ 00:07:29.600 Laura Krivec: Understanding, you know, what performance is, and how do they, push to improve it.
52 00:07:30.010 ⇒ 00:07:38.610 Greg Stoutenburg: Okay, okay, great. That’s very helpful. Now, do you… so, organization-wide, you want to do this organization-wide? Yeah.
53 00:07:38.610 ⇒ 00:07:51.100 Laura Krivec: Yeah, I mean, yes, but I guess the focus is, one, on, like, high-level DR dashboard, and then more, I would say, go-to-market. So, customer success, BDRs, sales,
54 00:07:51.100 ⇒ 00:07:59.550 Laura Krivec: Yeah, sales as well. We… I think the priority is customer success and BDRs, because we have very… I feel like we have very limited data on a…
55 00:07:59.550 ⇒ 00:08:05.940 Laura Krivec: individual level. The sales product, I kind of left to Caitlin.
56 00:08:06.120 ⇒ 00:08:06.880 Greg Stoutenburg: Okay.
57 00:08:06.880 ⇒ 00:08:26.410 Laura Krivec: and then engineering as well. I think the other thing we will eventually, want to do is, like, a dashboard on… more on, like, the actual operational side, so, like, payments, billing, late payments, and all that. I haven’t really thought about that, but it’s just something, you know.
58 00:08:26.410 ⇒ 00:08:44.029 Greg Stoutenburg: Yeah, yeah, yeah. Okay, yeah, that makes sense. Has anyone, have you shared an org chart or anything like that, like, with the team ahead of me coming on? I guess I’m just thinking, you know, looking to the future, it might make sense to scope out, you know, what kind of reporting would be needed for all those teams.
59 00:08:44.560 ⇒ 00:08:56.070 Laura Krivec: I haven’t shared the org chart, no, but generally it’s like, on a high level, all go-to-market and product reports into the CEO, and then engineering reports into the CTO.
60 00:08:56.070 ⇒ 00:09:01.679 Greg Stoutenburg: Yeah, yeah. No, I just want to… I just wanna make sure that everything that would be useful is actually on the roadmap for us to be delivering.
61 00:09:01.680 ⇒ 00:09:02.240 Laura Krivec: for those dashboards.
62 00:09:02.240 ⇒ 00:09:04.200 Greg Stoutenburg: Yeah, so…
63 00:09:04.200 ⇒ 00:09:11.959 Laura Krivec: I mean, I did share, like, that document where we kind of write down whatever, you know, whatever dashboard we want.
64 00:09:11.960 ⇒ 00:09:12.750 Greg Stoutenburg: per team.
65 00:09:12.750 ⇒ 00:09:13.130 Laura Krivec: Yep.
66 00:09:13.130 ⇒ 00:09:27.539 Greg Stoutenburg: Yeah, yeah, per team, yeah. Yeah, okay, great. Cool, yeah, alright, that makes a lot of sense. So, you do a lot of, sort of, like, you’re managing the operations of all these teams, helping them measure, and then also doing, it sounds like, a certain amount of coaching, both for the lead.
67 00:09:27.540 ⇒ 00:09:37.490 Laura Krivec: Yeah, a bit, a bit. Like, I think it’s just, like, a function of experience, which, as you know, a lot of these AI startups are very young, so…
68 00:09:37.490 ⇒ 00:09:38.030 Greg Stoutenburg: Amazing.
69 00:09:38.570 ⇒ 00:09:46.589 Greg Stoutenburg: Yeah, you know, it’s, this is a funny moment for me. Probably, I’ve just been with Brainforge since January, and
70 00:09:46.590 ⇒ 00:10:06.050 Greg Stoutenburg: I had this, you know, my background is different, you know, and I was a growth product manager. That’s what actually I moved into tech to do. But then I come here to Brainforge, where the team is quite young and quite fast, and they use, you know, they’re really sophisticated. And so, I’m having a chat, you know, talking to a co-worker who’s shown me things that he can do with technology so quickly that I was like, oh, I didn’t know you could do that.
71 00:10:06.050 ⇒ 00:10:20.650 Greg Stoutenburg: And then, I’m like, alright, you know, so what are you up to? He’s like, oh, well, you know, I’m just, I’m just, having this dish. My mom makes it for me every once in a while, and, you know, I’m like, oh, okay, so you, you live at home with your parents, and mom makes your favorite soup.
72 00:10:20.650 ⇒ 00:10:26.780 Greg Stoutenburg: on Fridays, and but also, you know all this tech stuff, and it’s like, so our worlds are a little bit different.
73 00:10:26.780 ⇒ 00:10:28.919 Laura Krivec: Yeah, exactly.
74 00:10:29.970 ⇒ 00:10:46.119 Greg Stoutenburg: Yeah, that’s funny. Okay, cool, yeah, that sounds good. Thanks for, yeah, thanks for walking me through that. It helps me just, like, get a view of where we can help you. So it sounds to me, just knowing what we’ve already outlined for the project of delivering these dashboards,
75 00:10:46.390 ⇒ 00:10:55.869 Greg Stoutenburg: that we’ve got the right things there. Something that I do want to look at now with fresh eyes, now that we’ve had this conversation, is just having that mindset of, this is so that
76 00:10:55.870 ⇒ 00:11:11.189 Greg Stoutenburg: each of these teams understands how they’re doing, and so that Laura can help manage these teams, and make sure that we’re, you know, we’ve got the sort of… everyone is on track toward their goals, and where they’re not, we’re able to identify that. So that framing of it is really helpful, so thank you.
77 00:11:11.810 ⇒ 00:11:12.350 Greg Stoutenburg: Yeah.
78 00:11:12.350 ⇒ 00:11:20.809 Laura Krivec: And even, like, make hard decisions. If someone’s, like, under the three, you know, months, then let them go, things like that. Be quicker with decisions.
79 00:11:20.810 ⇒ 00:11:28.160 Greg Stoutenburg: Yeah, yeah, and yeah, maybe you will find out that the one BDR is making a fifth of the calls that the other one is, and, you know, maybe it’s…
80 00:11:28.780 ⇒ 00:11:47.390 Greg Stoutenburg: Yeah, actually, my brother had a story like that. He worked as a recruiter for a period of time, and he had, like, a great year, and then, and he just lost interest, and he would tell me that he had lost interest, and this was when he was, you know, early 20s, and his boss came to him and said, hey, you know, I looked at the… I looked at the charts this week, and you made 3 phone calls yesterday.
81 00:11:47.390 ⇒ 00:11:53.870 Greg Stoutenburg: Like, in 8 hours, he made 3 phone calls. Like, what is going on? And, he was… he was happy to have been called out for it. He was…
82 00:11:54.300 ⇒ 00:11:55.919 Greg Stoutenburg: miserable and needed change, so…
83 00:11:55.920 ⇒ 00:11:56.410 Laura Krivec: Yeah.
84 00:11:56.410 ⇒ 00:11:59.739 Greg Stoutenburg: Anyway, yeah, it can be a good thing for everyone, so…
85 00:12:00.240 ⇒ 00:12:13.280 Greg Stoutenburg: Cool. Alright, well, I can… we have a draft of the GTM Revenue Metrics dash now that I’d love to show you, and just get your take on it. So, some things I want to call out
86 00:12:13.280 ⇒ 00:12:29.589 Greg Stoutenburg: You know, of course, this is the feedback version. Some things that I want to call out after our conversation previously is we’ve now got just more context up at the top. Before you even get into anything, you’ve got your filters for the dashboard, but we’ve also got, like, what the purpose of this is.
87 00:12:29.830 ⇒ 00:12:49.770 Greg Stoutenburg: where this is coming from, what the definitions are for some of the things that you see in the tables. So, because we want this to be, you know, as you say, this is for… this is for organization-wide, or, you know, some things will be organization-wide, but at least management level, and, IC level.
88 00:12:50.580 ⇒ 00:13:01.769 Greg Stoutenburg: view, we want to make sure that people can actually understand the data and not just see, you know, accurate charts. So, want to call that out. We’ve got this top line here that just shows last complete month data.
89 00:13:02.830 ⇒ 00:13:10.910 Greg Stoutenburg: And then anything that you select with the time filters, or any of these other filters, will change what appears down here.
90 00:13:13.290 ⇒ 00:13:17.790 Greg Stoutenburg: So, I’ll just sort of scroll… Slowly.
91 00:13:20.290 ⇒ 00:13:24.510 Greg Stoutenburg: I haven’t asked about this, this must mean, that…
92 00:13:24.950 ⇒ 00:13:25.490 Laura Krivec: a…
93 00:13:25.490 ⇒ 00:13:28.100 Greg Stoutenburg: This must mean expansion. I would think this must mean expansion.
94 00:13:28.100 ⇒ 00:13:33.100 Laura Krivec: Yeah, net revenue retention, it’s expansion… it’s renewals and expansion.
95 00:13:33.100 ⇒ 00:13:34.689 Greg Stoutenburg: Yeah, yeah, and…
96 00:13:35.080 ⇒ 00:13:37.830 Laura Krivec: And, GIR is just renewals.
97 00:13:37.830 ⇒ 00:13:38.430 Greg Stoutenburg: No.
98 00:13:39.600 ⇒ 00:13:42.290 Laura Krivec: What’s LCM? Laz?
99 00:13:42.650 ⇒ 00:13:44.639 Greg Stoutenburg: Last complete month.
100 00:13:44.640 ⇒ 00:13:45.630 Laura Krivec: Oh, okay, okay.
101 00:13:46.330 ⇒ 00:13:51.269 Laura Krivec: So that would mean, like, Not April, but March.
102 00:13:51.880 ⇒ 00:13:56.890 Greg Stoutenburg: This should mean all of April. Yeah. Sorry, so sorry, all of March. This should mean.
103 00:13:56.890 ⇒ 00:13:57.310 Laura Krivec: Spain.
104 00:13:57.310 ⇒ 00:14:00.219 Greg Stoutenburg: complete month, so the first day of the month to the last day of the month.
105 00:14:00.220 ⇒ 00:14:00.900 Laura Krivec: Okay.
106 00:14:01.120 ⇒ 00:14:09.520 Greg Stoutenburg: Yeah. But that’s a worthwhile call-out, because complete could mean, you know, if you just mean last month, you could mean March 8th to April.
107 00:14:09.520 ⇒ 00:14:10.420 Laura Krivec: So…
108 00:14:10.420 ⇒ 00:14:14.130 Greg Stoutenburg: Right? That would be a complete month, just not a calendar month.
109 00:14:16.090 ⇒ 00:14:22.810 Laura Krivec: I think the ARR trend we can remove, because that’s the same as the… that’s just total ARR, right?
110 00:14:23.490 ⇒ 00:14:29.160 Greg Stoutenburg: Yeah, this is just ARR… ARR trend over time. So this is your increases in ARR by month.
111 00:14:29.590 ⇒ 00:14:31.269 Greg Stoutenburg: Getting you to here.
112 00:14:31.450 ⇒ 00:14:35.429 Laura Krivec: Yeah, it’s the same as what we have in the ARR dash. I think that can be removed.
113 00:14:35.780 ⇒ 00:14:40.030 Greg Stoutenburg: It’s less interesting here. Okay. I think I can drop it right here. Can I remove it right here?
114 00:14:40.340 ⇒ 00:14:44.300 Greg Stoutenburg: No, okay, I’ll remove it later. Alright, remove the ARR trend.
115 00:14:44.900 ⇒ 00:14:54.370 Laura Krivec: That’s fine. And then, if you go down… Okay, new versus expansion ARR.
116 00:14:54.700 ⇒ 00:14:56.389 Greg Stoutenburg: Expansion is the lighter color.
117 00:14:58.820 ⇒ 00:15:03.520 Laura Krivec: Here, can we add also renewed ARR?
118 00:15:04.300 ⇒ 00:15:08.099 Greg Stoutenburg: Yes. So, expansion would be growth on existing accounts.
119 00:15:09.070 ⇒ 00:15:10.780 Greg Stoutenburg: what would renewed be?
120 00:15:10.780 ⇒ 00:15:22.909 Laura Krivec: It’s… whatever is renewed after a year. So, if a customer signs with us January 1st, 2025, and signs for $10,
121 00:15:22.910 ⇒ 00:15:34.049 Laura Krivec: And then they renew in January, 1st, 2026, for 10 would be renewal, it wouldn’t be growth new, and it wouldn’t be expansion, because it’s just…
122 00:15:34.170 ⇒ 00:15:36.040 Laura Krivec: So let’s add renewal here.
123 00:15:36.040 ⇒ 00:15:37.470 Greg Stoutenburg: Yeah, we can add renewal.
124 00:15:42.990 ⇒ 00:15:45.870 Greg Stoutenburg: So this is one that is… this is modeled correctly.
125 00:15:45.870 ⇒ 00:15:46.319 Laura Krivec: correctly, but I.
126 00:15:46.320 ⇒ 00:15:49.259 Greg Stoutenburg: I want to… I wanted to ask you about this.
127 00:15:49.260 ⇒ 00:15:56.099 Laura Krivec: here, we should do, actually, MRR and I would do…
128 00:15:56.770 ⇒ 00:16:10.550 Laura Krivec: Oh, ARM monthly, you have. Can we just do ARR by segment, meaning enterprise and, mid-market.
129 00:16:10.550 ⇒ 00:16:20.769 Greg Stoutenburg: Great, okay, that answers my question. So, we broke this up by product tier, but then what we’ve got in the tables is every single one of these things is called a product tier.
130 00:16:21.270 ⇒ 00:16:32.000 Greg Stoutenburg: Credits, I wouldn’t call that… that’s not a product tier. Website intent, not a product tier. So, it almost seems like the table calls a tier, like, any SKU.
131 00:16:32.110 ⇒ 00:16:34.180 Greg Stoutenburg: But that’s not how we want to understand that, so…
132 00:16:34.180 ⇒ 00:16:40.870 Laura Krivec: We want just enterprise and mid-market. Those tags are in, Salesforce.
133 00:16:40.870 ⇒ 00:16:43.739 Greg Stoutenburg: Okay, enterprise and mid-market, and we’ll do ARR.
134 00:16:43.740 ⇒ 00:16:45.270 Laura Krivec: Sorry, RS went.
135 00:16:45.540 ⇒ 00:16:47.030 Greg Stoutenburg: Okay, got it.
136 00:16:50.480 ⇒ 00:16:54.130 Greg Stoutenburg: This is showing monthly by seat versus flat fee.
137 00:16:54.840 ⇒ 00:17:01.100 Laura Krivec: This space also with new product is gonna change. I think this is not that relevant.
138 00:17:01.280 ⇒ 00:17:02.350 Greg Stoutenburg: Don’t need this one? Okay.
139 00:17:02.350 ⇒ 00:17:03.060 Laura Krivec: No.
140 00:17:03.870 ⇒ 00:17:07.710 Laura Krivec: Okay, so MRR by team…
141 00:17:12.700 ⇒ 00:17:14.619 Laura Krivec: I think we can remove this.
142 00:17:14.910 ⇒ 00:17:23.020 Laura Krivec: Because there’s a lot of null, that’s… Okay, active customers by segment. Yes, that I think it’s helpful.
143 00:17:24.150 ⇒ 00:17:32.360 Laura Krivec: Very helpful. And GRR versus NRR by… Yes.
144 00:17:32.360 ⇒ 00:17:33.310 Greg Stoutenburg: I’m in the last complete.
145 00:17:46.150 ⇒ 00:17:56.589 Laura Krivec: That’s helpful, but what would be helpful is… Can we see it?
146 00:17:57.160 ⇒ 00:18:06.949 Laura Krivec: And, like, we can kind of work through this with the timeline toggles above, but ideally, I would want to see it on a…
147 00:18:06.950 ⇒ 00:18:23.580 Laura Krivec: bar chart and timeline. So, for the last year, what did Bette, Deanna, Lauren do by month? So we can prepare, like, you know what I mean? I think it should already be there, and we should do it for GRR and NRR. So it’s almost like, maybe there’s one or two charts.
148 00:18:23.580 ⇒ 00:18:25.399 Greg Stoutenburg: Maybe we’ll do a side-by-side, yeah.
149 00:18:25.400 ⇒ 00:18:29.300 Laura Krivec: Yeah, exactly, by month, by owner.
150 00:18:29.300 ⇒ 00:18:37.470 Greg Stoutenburg: Yep, okay, okay, got it. So in any… in any month, so in January, we’ll see, just on the chart on the left, on the bar chart.
151 00:18:37.800 ⇒ 00:18:41.600 Greg Stoutenburg: So, it would go January. Beth.
152 00:18:41.920 ⇒ 00:18:43.569 Greg Stoutenburg: GRR NRR.
153 00:18:43.570 ⇒ 00:18:44.300 Laura Krivec: Exactly.
154 00:18:44.300 ⇒ 00:18:45.990 Greg Stoutenburg: Indiana, G-R-R-N-R-R.
155 00:18:45.990 ⇒ 00:18:46.540 Laura Krivec: Exactly.
156 00:18:46.680 ⇒ 00:18:47.220 Greg Stoutenburg: Okay.
157 00:18:47.220 ⇒ 00:18:53.279 Laura Krivec: So I don’t know, you can do two charts or one, whatever you prefer, that I don’t mind, but I just want to see it on a timeline for the last year.
158 00:18:53.280 ⇒ 00:18:59.300 Greg Stoutenburg: Yep, yep, that sounds good. And then… and then the other one could be, right.
159 00:19:00.140 ⇒ 00:19:00.950 Greg Stoutenburg: Yeah, okay.
160 00:19:00.950 ⇒ 00:19:07.890 Laura Krivec: You could do one for NRR and the other one for GRR, right? If it’s easier, if it’s too, like, whatever is visually better.
161 00:19:07.890 ⇒ 00:19:17.329 Greg Stoutenburg: Yeah, that’s what I was thinking, is like, what is… is what’s… how’s the brain gonna react to… Yeah. So, yeah, we can toy around with that. Maybe that’s one, maybe it’s two. Okay, sounds good.
162 00:19:17.330 ⇒ 00:19:25.800 Laura Krivec: GRR versus NRR by segment, yeah, I think that’s good. Yep.
163 00:19:25.800 ⇒ 00:19:26.280 Greg Stoutenburg: Yep.
164 00:19:26.280 ⇒ 00:19:32.769 Laura Krivec: Can we just… this is just an OCD, but can we just make them, like, Tier 1, 2, 3, 4, and then null? Like, in a sequence?
165 00:19:33.000 ⇒ 00:19:46.290 Greg Stoutenburg: Yeah, so it looks… I think this auto-sorted by grabbing the highest value and shifting it to the light, but no, I agree with you. This should be fixed. That’s… we don’t read middle to outer inside.
166 00:19:46.630 ⇒ 00:19:48.279 Greg Stoutenburg: So, okay.
167 00:19:48.700 ⇒ 00:19:57.990 Laura Krivec: Yes, this definitely, and DRN and our cohorts, definitely. It’s just that this doesn’t look right to me. Is this… are we sure this data is right?
168 00:19:58.700 ⇒ 00:20:07.419 Greg Stoutenburg: I mean, it’s… this is whatever we’ve got, coming in. Does it… does it seem like there’s a discrepancy?
169 00:20:08.190 ⇒ 00:20:12.430 Laura Krivec: Are there more months, or just 13? Oh, no, it would be just 13.
170 00:20:12.430 ⇒ 00:20:14.269 Greg Stoutenburg: This goes to 13 because that’s the filter that.
171 00:20:14.270 ⇒ 00:20:23.219 Laura Krivec: Yeah, yeah, no, no, but it’s fine, because, it’s from March last year, so there wouldn’t… it’s been a year, so it wouldn’t show more data.
172 00:20:23.490 ⇒ 00:20:24.080 Greg Stoutenburg: Okay.
173 00:20:24.080 ⇒ 00:20:25.250 Laura Krivec: Hmm. Yeah.
174 00:20:25.890 ⇒ 00:20:29.050 Greg Stoutenburg: So, most months come in around 100, not all.
175 00:20:29.420 ⇒ 00:20:31.399 Greg Stoutenburg: Some are under, some are over.
176 00:20:31.400 ⇒ 00:20:43.239 Laura Krivec: No, it’s because it’s showing the cohorted situation, so it makes sense. Okay, I think it’s fine, because we just have one year. We would see differences after 12 months.
177 00:20:43.240 ⇒ 00:20:43.960 Greg Stoutenburg: Okay.
178 00:20:44.830 ⇒ 00:20:45.699 Laura Krivec: Okay, cute.
179 00:20:45.700 ⇒ 00:20:48.839 Greg Stoutenburg: Alright, so we can keep an eye on this one, then, and let’s just see. Yeah.
180 00:20:49.860 ⇒ 00:20:54.089 Laura Krivec: Yeah, that’s fine. Churn ARR over time.
181 00:20:57.440 ⇒ 00:20:58.680 Laura Krivec: Okay.
182 00:20:59.100 ⇒ 00:21:01.999 Laura Krivec: Churned customers over time, yes.
183 00:21:05.320 ⇒ 00:21:15.210 Laura Krivec: AR by customer retention. Okay, AR by customer, last one. Okay, product… product tier detail, that’s… that can be removed.
184 00:21:15.210 ⇒ 00:21:22.259 Greg Stoutenburg: Yeah, this is gonna be redundant once we add in the chart that we talked about before, right? Okay, so we’ll cut product tier detail, LCM, top 20.
185 00:21:22.260 ⇒ 00:21:23.100 Laura Krivec: 25.
186 00:21:24.060 ⇒ 00:21:24.710 Greg Stoutenburg: Okay.
187 00:21:24.820 ⇒ 00:21:25.590 Greg Stoutenburg: And then just the.
188 00:21:25.590 ⇒ 00:21:31.110 Laura Krivec: Retention… Yeah, that’s fine.
189 00:21:31.350 ⇒ 00:21:35.320 Greg Stoutenburg: Okay And then finally segment, and then…
190 00:21:35.660 ⇒ 00:21:37.649 Greg Stoutenburg: Let’s see if we can rearrange these so it goes 1, 2.
191 00:21:37.650 ⇒ 00:21:43.589 Laura Krivec: Yeah, I mean, if not, it’s not a big deal. Okay, I think that’s fine. Let me just check my notes.
192 00:21:43.590 ⇒ 00:21:44.330 Greg Stoutenburg: patents.
193 00:21:50.110 ⇒ 00:21:57.000 Greg Stoutenburg: So, as I think about what I would want to see my GTM team do when it comes.
194 00:21:57.000 ⇒ 00:22:09.360 Laura Krivec: Oh, yeah. Yeah, sorry, I think we need one more, and I don’t know if it will go here or where, but we need to show churn, so you have churn. Can you go up, down?
195 00:22:12.690 ⇒ 00:22:25.839 Laura Krivec: churn… okay, yes, churn customer over time. Below that, instead of this product tier detail, whatever, let’s show reasons for churn by month. So, there is churn…
196 00:22:26.020 ⇒ 00:22:39.160 Laura Krivec: there’s two things. In, in Salesforce, we have a tag for regrettable and non-regrettable churn. There needs to be a chart showing those two. So, regrettable versus non-regrettable churn, one.
197 00:22:39.160 ⇒ 00:22:39.970 Greg Stoutenburg: Right. Yep.
198 00:22:39.970 ⇒ 00:23:04.130 Laura Krivec: then there needs to be a second chart with more detailed reasons for churn, which I think it’s a toggle that, you know, like… but I have to check this. Let’s start… I’ll get back to you on this. So, you can start with regrettable versus non-regrettable churn, and then the second chart would be more specific reasons for churn. I believe Deanna changed it such that there is a toggle with top reasons, so, like.
199 00:23:04.130 ⇒ 00:23:12.819 Laura Krivec: Billing, price, whatever, and we should show the reason, in terms of probably, like, percentage of total by month.
200 00:23:13.000 ⇒ 00:23:25.249 Greg Stoutenburg: Okay, okay. So, so you’d want to know things… you’d want to be able to answer questions like, in February, how many of Deanna’s churned customers had a regrettable churn?
201 00:23:25.640 ⇒ 00:23:26.750 Laura Krivec: Exactly.
202 00:23:26.930 ⇒ 00:23:27.630 Greg Stoutenburg: Okay.
203 00:23:27.790 ⇒ 00:23:34.330 Greg Stoutenburg: Okay, understood. Okay, yeah, that’s great, we can add that. And you said that that’s in Salesforce, so…
204 00:23:34.330 ⇒ 00:23:40.320 Laura Krivec: Yeah, there’s a field, and we actually filled it out for… historically, so… Yeah.
205 00:23:40.320 ⇒ 00:23:54.719 Greg Stoutenburg: Okay, thinking… thinking as well about ways to evaluate customer success manager performance, one thought I have, and just don’t let me think of this, is would you want a chart that would show something like, in a given month, the, like, the average
206 00:23:54.870 ⇒ 00:24:01.860 Greg Stoutenburg: like, the dollar value of any customers that renewed, or the dollar value of any that churned. I guess the reason that I’m thinking of this…
207 00:24:01.860 ⇒ 00:24:03.350 Laura Krivec: Yeah, yeah, we can do that.
208 00:24:03.350 ⇒ 00:24:18.209 Greg Stoutenburg: Yeah, I guess the reason I’m thinking of it, right, is because these contracts are all different sizes, and while, of course, you know, there’s going to be a KPI around percentage of renewals, there’s also… you also want to see, like, alright, is someone bringing in a whole bunch of lower dollar value?
209 00:24:18.210 ⇒ 00:24:25.690 Greg Stoutenburg: recurring customers, right? Whereas somebody else is, you know, has maybe a smaller number of higher value. Yeah, okay.
210 00:24:25.950 ⇒ 00:24:35.960 Laura Krivec: I would almost rename this dashboard as Customer Success. Can you go up? Because I think the other things… yeah, I would just rename it as Customer Success.
211 00:24:35.960 ⇒ 00:24:36.600 Greg Stoutenburg: Yeah.
212 00:24:36.700 ⇒ 00:24:52.369 Greg Stoutenburg: Yeah, I think we’re gonna need to toy with the names, because I actually, like, a couple weeks ago, as I was looking at the dashboards that we were building, you know, again, as I was, like, onboarding to this project, I was thinking, I feel like we have two things that could be called Customer Success Dashboard. I think maybe this is something like,
213 00:24:52.660 ⇒ 00:24:55.260 Greg Stoutenburg: Customer success revenue metrics.
214 00:24:55.260 ⇒ 00:24:58.690 Laura Krivec: Yeah, exactly, exactly, because then there’s another one that Deanna wanted, yeah.
215 00:24:58.690 ⇒ 00:25:01.460 Greg Stoutenburg: Yeah, that’s, like, ticket performance and things like that, so…
216 00:25:01.460 ⇒ 00:25:05.150 Laura Krivec: Okay, customer success, revenue, and performance.
217 00:25:05.570 ⇒ 00:25:08.140 Greg Stoutenburg: I’m… I’m just gonna do that right now, okay?
218 00:25:08.340 ⇒ 00:25:10.250 Greg Stoutenburg: Can we change this right here? Yeah.
219 00:25:14.110 ⇒ 00:25:14.810 Greg Stoutenburg: Nope.
220 00:25:15.060 ⇒ 00:25:16.589 Greg Stoutenburg: Success. Oof.
221 00:25:16.590 ⇒ 00:25:17.720 Laura Krivec: Yeah,
222 00:25:19.550 ⇒ 00:25:21.310 Greg Stoutenburg: Performance metrics or performance revenue?
223 00:25:21.310 ⇒ 00:25:23.640 Laura Krivec: Customer success, revenue, and performance.
224 00:25:25.740 ⇒ 00:25:26.629 Greg Stoutenburg: I like it.
225 00:25:30.630 ⇒ 00:25:31.440 Greg Stoutenburg: Done.
226 00:25:31.830 ⇒ 00:25:34.489 Greg Stoutenburg: We love it. Okay. Cool.
227 00:25:35.710 ⇒ 00:25:37.350 Greg Stoutenburg: And I… there we go.
228 00:25:37.630 ⇒ 00:25:44.400 Greg Stoutenburg: That is renamed. Okay, all right, so we’ve got some charts to tweak, we’ve got a couple of charts to add,
229 00:25:44.640 ⇒ 00:25:47.159 Greg Stoutenburg: And, yeah. Great, okay.
230 00:25:47.160 ⇒ 00:25:49.900 Laura Krivec: And then what about the BDR one? That one’s still in the works?
231 00:25:50.080 ⇒ 00:25:52.539 Greg Stoutenburg: Yeah, that one’s still in the works, that’s the one that we looked at.
232 00:25:52.540 ⇒ 00:25:53.180 Laura Krivec: Okay.
233 00:25:53.180 ⇒ 00:26:02.219 Greg Stoutenburg: Yeah, yeah, so that one’s still… still coming, and there are a few outstanding, sort of QA tickets from previous reviews of dashboards as well, but…
234 00:26:02.220 ⇒ 00:26:02.880 Laura Krivec: Fine.
235 00:26:02.880 ⇒ 00:26:03.750 Greg Stoutenburg: Okay, cool.
236 00:26:03.750 ⇒ 00:26:06.710 Laura Krivec: Let me know once you update, and then I’ll have another look.
237 00:26:06.710 ⇒ 00:26:15.169 Greg Stoutenburg: Have another look, yeah, great. Awesome. Alright, well, thanks for your time. This is great, chatting with you and talking about, you know, what you’re up to, and we’ll make those changes to the dash as well.
238 00:26:15.440 ⇒ 00:26:16.970 Laura Krivec: Alright, thank you so much. Bye, Greg.
239 00:26:16.970 ⇒ 00:26:17.730 Greg Stoutenburg: See you, Laura, thanks.
240 00:26:17.730 ⇒ 00:26:18.260 Laura Krivec: Bye.