Customer Success

Sales gets you a customer. Customer success keeps them.

We have a 94%+ revenue retention rate. That's not an accident - it's the result of being honest during the sales process (so we don't oversell), staying close after implementation, and treating problems as our responsibility rather than the customer's.

What success looks like

A successful Hardal customer:

• Has their server-side tracking implemented and sending clean data to their destinations
• Actively using Hardal's features
• Understands what the data means and can act on it
• Contacts us when something's wrong, not when they've already decided to leave
• Tells other people about Hardal

If a customer is fully implemented but never opens the dashboard, that's not success. If a customer can't explain what Hardal does to their CMO or CFO, that's a gap we need to close.

The post-sale process

Implementation

Most implementation issues happen in the first two weeks. We're proactive here - we don't send a setup guide and wait for questions.

During implementation:

• Check in within 24 hours of account creation
• Review the setup at the end of the first week - are events flowing? Is the data clean?
• Do a "go-live" check before the customer points real traffic at the setup

Common issues to catch early: misconfigured consent layers, destination credentials that expired, missing event mappings, server-side tags that aren't firing correctly.

First 30 days

Once the customer is live, the goal is to make sure the value is visible.

• Schedule a 30-day review call - look at the data together, confirm the setup is working as expected
• Help them understand the difference in data quality vs. their client-side setup
• Identify one specific win they can share internally (e.g., 20% more attributed conversions, improved ROAS)

If we can help the customer tell a good story to their internal stakeholders, they'll stay customers.

Ongoing

After the first 30 days:

• Monthly or quarterly check-ins depending on the customer's size and engagement
• Proactive alerts if we notice something that looks wrong in their setup
• Immediate response if they reach out with a problem

We don't treat customers as solved once they're implemented. Server-side measurement changes - platform APIs update, consent management evolves, mobile attribution rules shift. Customers need to know we're tracking this for them.

Customer health

We think about customer health in simple terms:

Healthy: Active usage, clean data, responsive communication, and renews automatically.

At risk: Declining event volume, support tickets that haven't been resolved, upcoming renewal with no recent contact, or any mention of evaluating alternatives.

Churning: Explicit signal they're leaving, or a renewal missed without explanation.

If a customer moves from healthy to at-risk, we contact them proactively. The worst thing we can do is wait for them to tell us.

How we handle problems

When something goes wrong with a customer's setup, we own it.

• Don't wait for the customer to escalate
• Tell them what happened, what we're doing about it, and when they can expect a resolution
• If we can't meet the timeline we gave them, tell them before the deadline passes

Customers can tolerate problems. They can't tolerate feeling like they're being kept in the dark.

Churn

When a customer leaves, we do a brief retrospective:

• Why did they churn? (product gap, budget, competitive switch, no internal champion, bad fit from the start)
• Was there a point where we could have saved it?
• What would we do differently?

We don't treat every churn as a failure - some customers genuinely aren't a good fit for Hardal and we'd rather they leave cleanly than stay unhappily. But we should learn from each one.

Expansion and referrals

Happy customers are our best source of new customers. When a customer is clearly getting value from Hardal:

• Ask if they have colleagues or partners who face the same challenges
• Ask if they'd be willing to do a case study or testimonial
• Look for natural expansion opportunities - more properties, more destinations, mobile

Expansion is easier than new business and has a higher close rate. Don't neglect it.