About This Simulation
Your Role
Customer Success Manager at
FinCore
Your Goal
Your Mission
Design a retention plan amid conflicting stakeholder priorities.
Simulation Details
FinCore is a fintech company that develops cloud-based financial tools for mid-market and enterprise clients. Its flagship product, FinCore Analytics, offers real-time insights into cash flow, budgeting, and forecasting, helping clients reduce budgeting errors by 30%. However, usability issues and insufficient onboarding tutorials have led to underutilization of its features. Another key product, AutoInvoice Pro, processes over 1 million invoices annually, reducing manual errors by 40% and shortening payment cycles by 15 days. Despite its popularity, it lacks advanced forecasting capabilities, a feature increasingly demanded by clients.
Internally, FinCore uses Salesforce to track client interactions and Tableau to visualize customer data, uncovering trends like the link between onboarding satisfaction and long-term platform adoption. Collaboration between the customer success and product teams is critical, with bi-weekly strategy meetings shaping product updates based on client feedback. While FinCore has demonstrated adaptability, such as improving usability for a healthcare client, it faces a 12% churn rate among mid-market clients—4% higher than the industry average—resulting in an annual revenue loss of $3.6 million. Addressing this churn is essential to maintaining FinCore’s competitive edge.
In the simulation “Customer Retention Program Design,” you take on the role of a Customer Success Manager at FinCore. Your mission is to design a retention program to address the company’s 12% churn rate among mid-market clients. You’ll need to analyze customer feedback and churn data, propose actionable strategies, and secure stakeholder alignment while navigating internal constraints and priorities.
You’ll engage in one-on-one conversations with three key NPCs:
– Priya Kapoor (Senior Customer Insights Analyst): She will provide detailed customer feedback and churn data to help you identify trends and root causes of client dissatisfaction.
– Eleanor Hayes (Director of Customer Success): Acting as your manager, she will guide you in aligning your strategies with FinCore’s business objectives.
– Maria Delgado (Head of Product Strategy): She will evaluate the feasibility of your proposed strategies, ensuring they align with the product roadmap and operational constraints.
Your task is to balance client needs with FinCore’s long-term goals, address stakeholder concerns, and deliver a well-rounded retention program.
To complete the simulation, you need to:
1. Analyze customer feedback and churn data by discussing trends and pain points with Priya Kapoor.
2. Develop actionable retention strategies with guidance from Eleanor Hayes, ensuring alignment with FinCore’s business goals.
3. Present your proposed strategies to Maria Delgado, addressing her concerns about feasibility and alignment with the product roadmap.
Once you’ve completed all tasks, save the required final document in a PDF or DOCX and send it to Eleanor Hayes for review.
Team
Who you will work with in this Simulation
Your team is 100% generated by AI – you will not interact with real people and no human will read your conversation.
Head of Product Strategy
Senior Customer Insights Analyst
Customer Success Manager
Director of Customer Success
Organization
A fintech company specializing in cloud-based financial tools tailored to mid-market and enterprise clients.
Helpful for
Customer Success Manager, Product Manager, Business Analyst
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