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Deck Purpose

This deck is used in a quarterly meeting between Executives, Product & Engineering Leaders, and GTM Leaders, where GTM Leaders present gaps in capability categories and impacted ARR to the P&E leadership team.

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GTM Input into Q# (2024) Product Planning

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Agenda

Feature Request Review (Recurring Trends)
Reminders for Q# Planning/Commitments
Next Steps

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Overview of Feature Request Process

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Highlights

944

Feature Requests Submitted From 6/13-9/14

532

Unique Prospect and Current Customer Accounts

13

New Escalated Feature Requests Reviewed

25

Common Trends Identified from 361 FRs

20%

Increase in FRs compared to last quarter

$#9.2M

Customer and Prospect ARR analyzed

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Customer Wins from last Quarter

Prospect Info in Meeting Descriptions

SCIM Provisioning

Opportunity drop down in Gmail

Additional supported languages in Text Editor

Additional insight into CRM errors

New List Views and easier filtering

Improved Prospect Sync and Controls in Gmail

Email HTML

6

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Large Account Requests

LOGO

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Recurring Trend Review

Status Overview of Priority Product Requests from the Previous Quarter

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Overall Trend Categories

	Category	Q# ARR
1	Capability #1	##.5M
2	Reporting/Analytics	##.7M
3	Capability #2	##.4M
4	Security & Privacy	#.5M
5	Capability #3	#.1M
6	Capability #4	#.1M
7	International	#M
8	Capability #5	757K
9	Field Validation	434K

This is additional ARR on top of the quarters before, so these are all new requests. The reason you see these every quarter is because they are all extremely important to our customer experience because:

[Capability] make our product stickier and allow us to report on the funnel driven from [PLATFORM]
Reporting and analytics are the key way we show value to our buyers, and without expanding and improving on the ones we have, we will have to fight harder to keep clients
[Capability] is needed to expand to larger customers who have different teams, in different countries and different business units and be able to support them in one instance
And as we move international, we need to make it easier for international teams to adopt and have the ability to use features of the platform in their native languages

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Overall Trend Categories

	Category	Q# ARR
1	Capability #1	##.5M
2	Capability #2	##.7M
3	Capability #3	#.4M
4	Capability #4	#.5M
5	Capability #5	#M

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[CAPABILITY] Enhancements (46 New Requests- #.5M, ##.5M Total)

Feature Request Area	April ‘20 Plan	June ‘20 Plan	Oct ‘20 Plan	Status
FR Area #1	Will start work in Q2, roadmap not finalized	Q1 2021 - dependent on some other work coming later this year from the CBO team	Planned Q1 2021
FR Area #2		Planned Q1 2021	Planned Q1 2021
FR Area #3		Planned Q1 2021	Additional in-app reporting still being discussed
FR Area #4		Planned for Q2 2020	Released!

Capability #1 makes our solution stickier, and allow us to report on the revenue funnel from [PLATFORM].

Link to Description of top meeting feature requests

LOGO

Show impacted customer / prospect logos visually

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[CAPABILITY] Enhancements

Feature Request Area	June ‘20 Plan	Oct ‘20 Plan	Status
FR Area #1	Was not tracked at this time	Considering for sometime end of FY’22, but not committed
FR Area #2	Was not tracked at this time	In Development, GA Q4/Q1
FR Area #3	Was not tracked at this time	Not currently planned

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Reporting/Analytics (52 New Requests - #.7M, ##.3M Total)

Feature Request Area	April ‘20 Plan	June ‘20 Plan	Oct ‘20 Plan	Status
Ability to track from leading indicators to outcomes Attribution Intent reporting Benchmarks Pacing against targets Playbook and content success insights	Roadmap Q3/Q4	Roadmap Q3/Q4	Intent will be in private beta in November, and public beta early next year Team Performance which will include pacing and benchmarking will be in beta starting in January
Additional flexibility with existing reporting tools Improved filtering on current insights Daily Digest at manager/exec levels	Validate reporting needs with our H2 releases and determine feature improvements	Validate reporting needs with our H2 releases and determine feature improvements	No plan to enhance current reporting, all investment in new reporting framework which will offer flexible filtering and customization

Reporting is one of the key ways we can show value, which allows us to maintain and grow our customer base.

LOGO

Show impacted customer / prospect logos visually

Link to Description of top meeting feature requests

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Reporting/Analytics (52 New Requests - #.7M, ##.3M Total)

Feature Request Area	April ‘20 Plan	June ‘20 Plan	Oct ‘20 Plan	Status
More granular activity based reporting: What is happening in and out of playbook Usage of the inbox experience	Was not tracked at this time	Not currently planned by themselves, might fit in with larger initiatives	- Activity reporting on a playbook and team view - GA early next year - Usage of the inbox experience is being evaluated
More granular task reporting Upcoming tasks for load management coaching Completed vs. skipped tasks per rep	Was not tracked at this time	Not currently planned by themselves, might fit in with larger initiatives	- Task reporting will come in team performance in early next year - no current plan for completed vs. skipped tasks
Insights into Template usage List of prospects who received templates Time frames on usage Template statistics	Was not tracked at this time	Not currently planned by themselves, might fit in with larger initiatives	- We will provide intent insights on the template level in reporting beta - Templateeporting not on roadmap but may be considered next year

Reporting is one of the key ways we can show value, which allows us to maintain and grow our customer base.

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[CAPABILITY] (16 New Requests - #.4M, #.3M Total)

Feature Request Area	April ‘20 Plan	June ‘20 Plan	Oct ‘20 Plan	Status
FR Area #1	Still on track for Q3	Still on track for Q3	- On track for Q4 (SAP) - Differentiated access H1 FY22
FR Area #2	Read/write permissions - Q1 Hidden fields - Q2	Read/write permissions - Q4 Hidden fields - Q1 2021	Not planned for Q4. Will evaluate for FY22Q1.
FR Area #3	Not Planned	Not Planned	Not Planned for Q4. Will evaluate for FY22.
FR Area #4	Dependency on FR Area #2	To follow overall governance revamp	Not Planned for Q4. Will evaluate for FY22.

[Capability] is needed to expand to different business units and teams with large enterprise customers.

LOGO

Show impacted customer / prospect logos visually

Link to Description of top meeting feature requests

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Things to Consider for Q# Planning

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Number of Bugs by Squad by Jira status

* data as of Oct 8, 2020�Source: Problem and Incident tickets from Zendesk, Status from JIRA.�

Data

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Avg. Bug Age by Squad

Source: Problem tickets in Zendesk, Status from JIRA.�

Data

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Future Planned/Committed Work

Issue key	Account Name	Summary	Committed Timeline	Status
CR-4879		Capability	Q4
CR-5634		Capability	Q4
CR-4570		Capability	TBD
CR-4578		Capability	Q4/Q1 2021
CR-5742		Capability	Q4

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Other meetings

Meeting	Purpose	Cadence	Audience
Technical Escalations	Review any open technical escalations and escalated feature requests that need product and engineering involvement	Weekly on Tuesdays at 10 am	- Product Management - Product Leadership
GTM Feature Request Read Out	Review customer pain and feature requests for Product/Engineering OSM planning for the following quarter	Once a quarter, usually 5-6 weeks before the end of the quarter to provide ample planning time	- Product Management - Product Leadership - Engineering management - EVP of Prod/Eng
Exec Staff	Review new and outstanding escalated features and any outstanding items from CS and Support	Weekly on Tuesday mornings	- Executives
Weekly Triage	Review new bugs and assign to weekly sprints	Every squad had triage weekly on different days for 30 minutes	- PM and Engineering management per team - Seniors

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Questions and Next Steps

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GTM Actions for Next Quarter

Product Managers to Review data on systemic issues and FR detail to contribute to OSM planning

Follow up with Support Ops for questions/clarifications

Review Bug backlog and understand what is reasonable to take on in Q#
Product Managers to review Escalated Feature Request In Review or Future Consideration
Support Ops to share debrief of presentation with GTM teams
Ensure any Committed Escalated Feature Requests are incorporated in Q# planning
Review Quick Wins for any feasible items in Q#
Remember the customer!

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Appendix

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Other Recurring Trends sorted by Q# Impact

Feature Request Area	Q# Impact	Jan ‘20 Plan	April ‘20 Plan	Status
FR Area	$4,518,290.00	Roadmap!
FR Area	$1,485,854.00	End of Q1	Under Consideration
FR Area	$1,485,854.00	End of Q1	Not Planned
FR Area	$1,395,792.00	Not Planned	Not Planned
FR Area	$715,683.00	Not Planned	Not Planned
FR Area	1204 ticket in Q2	Not Planned	Not Planned
FR Area	1159 tickets in Q2	Not Planned	Not Planned
FR Area	$527,520.00	Not Planned
FR Area	$64,800.00	Not Planned
FR Area	$48,760.00	Not Planned	Not Planned
FR Area	$41,388.00	Not Planned	Not Planned
FR Area	$37,740.00	Not Planned
FR Area	$13,620.00	N/A	Not Planned
FR Area	Intl Expansion	Not Planned	Not Planned

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Other Recurring Trends Cont. (Low Priority)

Feature Request Area	Q# Impact	Jan ‘20 Plan	April ‘20 Plan	Status
FR Area	$0.00	Roadmap Q1 & Q2	In Beta, GA 5/6
FR Area	$0.00	Not On Roadmap	Not On Roadmap
FR Area	$0.00	In Progress (Beta start Jan 23rd)	GA in June/July
FR Area	$0.00	GA on Feb 5	Released to GA
FR Area	$0.00	Part of redesign scope. Next year.
FR Area	$0.00	Not Planned	Not Planned

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Capability #1

33

Feature Requests Submitted

#.5

Million in ARR

Customize columns in the new List Views

Ability to reorder columns
Add in new columns
Customize experience to only what a rep needs to see

Search prospects who have booked a meeting
Search prospects by how many times they have opened an email
Sort/filter by when certain fields were updated

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Capability #2

24

Feature Requests Submitted

#.4

Million in ARR

Drag and drop steps
Mass lock templates and snippets
Easier way to clean up Tags and Smart Views
Automate team assignment based on Roles
Ability to add steps into an active playbook
Update sender custom fields in mass

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Capability #3

22

Feature Requests Submitted

#.3

Million in ARR

Date based triggers, i.e. 90 days from X date, add to sequence
Trigger based on task due dates
Role based Triggers
Triggers based on email opens and clicks

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Capability #4

17

Feature Requests Submitted

#.3

Million in ARR

HTML - coming soon!
Ability to control point font sizing and added font colors
Sub bullets on Templates
Keyboard shortcuts

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Capability #5

8

Feature Requests Submitted

#

Million in ARR

Bulk imports/updates via our API
Read custom labels
Allow PATCH for API calls
Create events/activities
Extract additional meeting information