Add outreach tactics + meta-tactics to engaging unengaged customers handbook#17013
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danazou wants to merge 3 commits into
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Add outreach tactics + meta-tactics to engaging unengaged customers handbook#17013danazou wants to merge 3 commits into
danazou wants to merge 3 commits into
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Initial draft with four tactics collected so far: - Review engagement metrics before outreach - Debug mode walkthrough of customer's site - SDK Doctor to flag outdated SDKs - Spot new product interest and reach out proactively Generated-By: PostHog Code Task-Id: dff59262-37db-4be5-bc5d-f8639079eae8
… handbook
Adds four new outreach tactics drawn from recent team Slack discussions:
- Steady drumbeat of usage-specific tips for non-replying customers
- 1:1 individualized outreach to revive dead customer channels
- Post-event outbound to long-silent customers
- Competitor pricing changes / market news as a value-based reason
Reorders the tactics section by likelihood of trigger occurring, so a CSM reading top-to-bottom hits the always-applicable ones first and the rare external-event ones last.
Extracts cross-cutting patterns ("lead with their data", "tag specific people", "mix value types", "low-pressure framing", "strike while energy is high") into a new Meta-tactics section instead of repeating them per tactic.
Each tactic now includes a suggested cadence, suggested wording, and a link to the originating Slack discussion. Customer names, revenue figures, and customer-side handles are stripped.
Generated-By: PostHog Code
Task-Id: 2b3cb663-95cf-48ad-84ce-9f67e9c83175
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Vale prose linter → found 28 errors, 12 warnings, 0 suggestions in your markdown Full report → Copy the linter results into an LLM to batch-fix issues. Linter being weird? Update the rules!
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| Line | Severity | Message | Rule |
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| 7:29 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 11:131 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 23:35 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 24:38 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 25:23 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 29:61 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 38:27 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 41:149 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 47:51 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 49:5 | warning | 'SDK Doctor — flag outdated SDKs' heading should be in sentence case, and product names should be capitalized. | PostHogBase.SentenceCase |
| 49:16 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 57:95 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 63:84 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 77:121 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 83:21 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 83:75 | warning | Capitalize 'Experiments' for PostHog's product. Use 'experiments' for the general industry concept. | PostHogBase.ProductNames |
| 85:29 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 87:49 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 95:77 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 95:130 | warning | Capitalize 'Product Analytics' for PostHog's product. Use 'product analytics' for the general industry concept. | PostHogBase.ProductNames |
| 95:149 | warning | Capitalize 'Feature Flags' for PostHog's product. Use 'feature flags' for the general industry concept. | PostHogBase.ProductNames |
| 95:167 | warning | Capitalize 'Experiments' for PostHog's product. Use 'experiments' for the general industry concept. | PostHogBase.ProductNames |
| 103:65 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 103:234 | warning | 'Seb' is a possible misspelling. | PostHogBase.Spelling |
| 105:42 | warning | 'DMs' is a possible misspelling. | PostHogBase.Spelling |
| 107:9 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 107:217 | warning | 'outsized' is a possible misspelling. | PostHogBase.Spelling |
| 113:127 | warning | 'ya'll' is a possible misspelling. | PostHogBase.Spelling |
| 113:158 | warning | Use 'PostHog' instead of 'posthog'. | Vale.Terms |
| 115:24 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 116:47 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 122:89 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 124:98 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 126:120 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 132:79 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 134:38 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 139:40 | warning | Capitalize 'Feature Flags' for PostHog's product. Use 'feature flags' for the general industry concept. | PostHogBase.ProductNames |
| 144:75 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 146:61 | error | Hi, Andy here... use an en dash ( – ) with spaces. On Mac, holding down the Option and hyphen key will give you an en dash. | PostHogBase.EnDash |
| 171:5 | warning | 'lmk' is a possible misspelling. | PostHogBase.Spelling |
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Summary
Expands the engaging unengaged customers handbook page with four new outreach tactics drawn from recent team Slack discussions, and pulls cross-cutting patterns into a new Meta-tactics section.
New tactics added:
Reordering: Tactics are now ordered by likelihood of the trigger occurring — always-applicable ones first (SDK Doctor, spotting product interest), rare external-event ones last (competitor news). A CSM reading top-to-bottom hits the easy wins first.
New Meta-tactics section: Cross-cutting patterns ("lead with their data", "tag specific people", "mix value types", "low-pressure framing", "strike while energy is high") moved into a dedicated section rather than being repeated per tactic.
Per-tactic additions: suggested cadence, suggested wording, and a Slack source link for each new tactic.
Customer info stripped from all suggested wording and examples — only team members are named (as light credit attribution).
Test plan