The customer experience through this process is outlined in the diagram below.

The prospect’s experience with the product changes at this point. This triggers an automated email to the prospect informing them they have a limited time left to use the offering, as they have exceeded the usage limit. We then offer a path to contact one of our reps to review with the prospect the paid offering that is most aligned with their objectives.

This email is followed with an introduction to the sales rep they will be speaking with. The rep has visibility into what the prospect has done with the product and is in a better position than before to recommend the appropriate offer. With any free offering, there can be an opportunity for misuse. We limit opportunities for misuse by revoking access to the product if there isn’t an open dialog with our sales team. In other words, the prospect reaches the “paywall.”

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