Why has the average onboarding time for new Harness Cloud Cost Management customers doubled in the past month?

Introduction

The doubling of average onboarding time for new Harness Cloud Cost Management customers in the past month is a critical issue that demands immediate attention. This unexpected increase could significantly impact customer satisfaction, retention, and ultimately, our bottom line. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent product update. Has there been any significant change to the Cloud Cost Management feature set or onboarding process in the last 1-2 months?

Why it matters: Recent changes could directly impact onboarding time. Expected answer: Yes, there was a major update. Impact on approach: If yes, we'd focus on the changes made and their effects.

• Considering user segments, I'm curious about the distribution of this increase. Is the doubling of onboarding time consistent across all customer types, or are certain segments more affected?

Why it matters: Helps identify if the issue is universal or specific to certain users. Expected answer: The increase varies across segments. Impact on approach: If varied, we'd analyze the most affected segments first.

• Given the metric specificity, I'm wondering about our definition of "onboarding time". Has there been any change in how we measure or define successful onboarding completion?

Why it matters: Ensures we're comparing apples to apples in our analysis. Expected answer: No change in definition. Impact on approach: If changed, we'd need to reassess our historical data.

• Thinking about external factors, have there been any significant changes in the cloud cost management landscape or competitor offerings that might be influencing customer behavior?

Why it matters: External factors could be driving changes in customer expectations or needs. Expected answer: No major external shifts. Impact on approach: If yes, we'd need to consider market adaptation strategies.