Is conversion (trial stage a CS responsibility)?

Gabriela Palacios

Hi everyone,

I have seen lately multiple internal conversations where we have now the accountability to be responsible if the trial buys our product (from a technical perspective). Has any CS team has this responsibility as well? I'm curious to see if this is something that could happen in an organization or our leadership is just taking the wrong path. Thanks in advance!

Liam Dunne

Hi Gabriela,

This is also the case at my company.

What's the buying process for your product/service? Our users have to start a free-trial so they're essentially onboarded before they even purchase - hence CS looking after the onboarding process (and therefore the trial-to-paid conversion)