Objective
Transition users from a single-SKU trial to a multi-SKU (2+) paid Pro or Enterprise environment.
Business
Maximize Net Revenue Retention by leveraging the product as the primary sales engine.
Product Experience
Minimize Time-to-Value for the first SKU, then use a "paywall-as-a-discovery-point" to trigger expansion into a second SKU.
Success Metric
Sticky Activation (2+ SKUs for 7+ days)
Trial Logic
Activating the feature triggers a 14-day Pro trial
Product
A data-flow/connectivity tool — 1 SKU = 1 Active Data Stream
Journey Phases
Journey Paths
Self-Serve / PLG Path
- Friction Event: User hits SKU limit
- Education: System shows Pro vs. Growth comparison
- Social Proof: Automated "Request Purchase" to Admin
- Checkout: Admin pays via Stripe
- Instant Provisioning: SKU limit lifted immediately
Sales-Assisted Path
- High-Value Signal: Target Account hits SKU limit
- Sales Intervention: AE offers Trial Extension or Enterprise Demo
- Security/Governance: Admin requests SSO or SOC2 documentation
- Contracting: Proposal via DocuSign
- Close-Won: CSM triggers Account Success flow
Edge Cases & Exceptions
⚠ The "Ghost" Trial
User activates but never connects 1st SKU
Response: Trigger "Setup Wizard" emails, no sales outreach
⚠ Accidental Expansion
User hits 2-SKU goal before ready to pay
Response: 24-hour grace period before locking
⚠ Admin Blocking
User wants upgrade, Admin ignores request
Response: PDF justification download. AE if company > 500