"I'm going to put you on train tracks to go get at least one value thing. The mistake people make is they think every customer is a blank slate. They aren't. By studying your most successful customers, you can come up with a pathway that's 80% right and just confirm it with the customer."
A choice every customer-facing team must make about onboarding posture. Train Tracks is a prescriptive pre-defined pathway that gets 80% of customers to value the same way. Blank Canvas is the bespoke, build-from-scratch approach. Most teams default to Blank Canvas because it feels more sophisticated; the data says Train Tracks produces faster time-to-value and higher retention.
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Jeff Moss
Founder, Expansion Playbooks. A decade studying customer retention and expansion data from 75+ recurring revenue businesses.