Objective
Transition users from a single-SKU trial to a multi-SKU (2+) paid Pro or Enterprise environment.
Business
Maximize Net Revenue Retention by leveraging the product as the primary sales engine.
Product Experience
Minimize Time-to-Value for the first SKU, then use a "paywall-as-a-discovery-point" to trigger expansion into a second SKU.
Success Metrics
Sticky Activation (2+ SKUs for 7+ days)
Activating the feature triggers a 14-day Pro trial
A data-flow/connectivity tool
1 SKU = 1 Active Data Stream
Journey Phases
Journey Paths
Self-Serve / PLG Path
Friction Event: User hits SKU limit
Education: System shows Pro vs. Growth comparison
Social Proof: Automated "Request Purchase" to Admin
Checkout: Admin pays via Stripe
Instant Provisioning: SKU limit lifted immediately
Sales-Assisted Path
High-Value Signal: Target Account hits SKU limit
Sales Intervention: AE offers Trial Extension or Enterprise Demo
Security/Governance: Admin requests SSO or SOC2 documentation
Contracting: Proposal via DocuSign
Close-Won: CSM triggers Account Success flow
⚠ Edge Cases & Exceptions
The "Ghost" Trial
User activates but never connects 1st SKU.
Response: Trigger "Setup Wizard" emails, no sales outreach
Accidental Expansion
User hits 2-SKU goal before ready to pay.
Response: 24-hour grace period before locking
Admin Blocking
User wants upgrade, Admin ignores request.
Response: PDF justification download. AE if company > 500