AI Targets by Department

Marketing Sales Customer Experience Account Management Customer Success Product Finance HR

ARR % to Target

+47%

NRR % to Target

+28%

GRR % to Target

+32%

Profitability % to Target

+19%

AI Maturity Progress and Program Timeline

Manual

Emerging

Integrated

Optimized

June 2025

Current Status

December 2025

Year 1 Targets

December 2026

Year 2 Targets

December 2027

Final Targets

Marketing

Carrie
Owner: Carrie

Leading Indicators

Share of Voice

ARR
10%
Baseline: 10%
2025: 2x 2026: 15x 2027: 100x
Progress

SIS Organic Traffic

ARR
1.2x
Baseline: 1
2025: 5x 2026: 15x 2027: 100x
Progress

SIA Organic Traffic

ARR
1.5x
Baseline: 1
2025: 5x 2026: 15x 2027: 100x
Progress

Monthly Content Velocity

Profitability
3 days
Baseline: 3 days
2025: 10x 2026: TBD 2027: TBD
Progress

% of Content AI Generated

Profitability
25%
Baseline: 25%
2025: 50% 2026: TBD 2027: TBD
Progress

Lagging Indicators

Average GenAI Rank When Ranked

ARR
2.62
Baseline: 2.62
2025: 1.5 2026: 10x 2027: 100x
Progress

Ranking Frequency

ARR
56%
Baseline: 56%
2025: 80% 2026: 90% 2027: 98%
Progress

Average Monthly Win Probability

ARR
9.45%
Baseline: 9.45%
2025: 12.45% 2026: 18% 2027: 25%
Progress

Monthly Pipeline Creation

ARR
$233,205
Baseline: $233,205
2025: 3x 2026: 5x 2027: 10x
Progress

Sales

Scott
Owner: Hadleigh and Tammy

Leading Indicators

Average Monthly Pipeline Creation per BDR

ARR
$52,650
Baseline: $52,650
2025: 3x 2026: 5x 2027: 10x
Progress

Average Monthly Pipeline Creation per SDR

ARR
$15,167
Baseline: $15,167
2025: 3x 2026: 5x 2027: 10x
Progress

ENT Total Monthly Closed Won Value per AE & AM

ARR
$37,139
Baseline: $37,139
2025: 3x 2026: 5x 2027: 10x
Progress

MM & MID Monthly Average Number of Closed Won Opportunities per AE & AM

ARR
67
Baseline: 67
2025: 3x 2026: 5x 2027: 10x
Progress

Lagging Indicators

ENT Net YoY Growth

ARR
15.3%
Baseline: 15.3%
2025: 18% 2026: 22% 2027: 30%
Progress
0%

MID & MM Net YoY Growth (No Meetings)

ARR
20.4%
Baseline: 20.4%
2025: 20% 2026: 30% 2027: 40%
Progress
0%

ENT Reduce time to Close

ARR
147 days
Baseline: 147 days
2025: 3x 2026: 5x 2027: 10x
Progress

MID Reduce time to close

ARR
40 days
Baseline: 40 days
2025: 3x 2026: 5x 2027: 10x
Progress

MM Reduce time to close

ARR
25 days
Baseline: 25 days
2025: 3x 2026: 5x 2027: 10x
Progress

Monthly Meetings booked per BDR

ARR
2.7
Baseline: 2.7
2025: 2x 2026: 5x 2027: 10x
Progress

Monthly Demos Booked per SDR

ARR
0.66
Baseline: 0.66
2025: 2x 2026: 5x 2027: 10x
Progress

Customer Experience

Scott
Owner: Shauna

Leading Indicators

Monthly Support (Conversations per CS Agent)

Profitability
437
Baseline: 435
2025: 5x 2026: 100x 2027: 1000x
Progress

Reduce MM Chat Time to First Response

GRR
0.7 mins
Baseline: 0.7 mins
2025: 5x 2026: 100x 2027: 1000x
Progress

Reduce ENT Chat Time to First Response

GRR
0.2 mins
Baseline: 136 mins
2025: 5x 2026: 100x 2027: 1000x
Progress

Reduce MM Email Time to First Response

GRR
149 mins
Baseline: 149 mins
2025: 5x 2026: 100x 2027: 1000x
Progress

Reduce ENT Email Time to First Response

GRR
387 mins
Baseline: 387 mins
2025: 5x 2026: 100x 2027: 1000x
Progress

Time to Foundations

GRR
33 days
Baseline: 45 days
2025: 25 2026: 15 2027: <10
Progress

AI Resolution Rate

GRR
11%
Baseline: 11%
2025: TBD 2026: TBD 2027: TBD
Progress

Lagging Indicators

ENT CSAT Score

GRR
91.4%
Baseline: 91.4%
2025: 95% 2026: 98% 2027: >99%
Progress

MM CSAT Score

GRR
92.6%
Baseline: 92.6%
2025: 95% 2026: 98% 2027: >99%
Progress

Customer Effort Score

GRR
TBD
Baseline: TBD
2025: TBD 2026: TBD 2027: TBD
Progress

ENT # Projects per Solutions Consultant

GRR
5.86
Baseline: 5
2025: 3x 2026: 10x 2027: 100x
Progress

Account Management

Scott
Owner: Hadleigh and Tammy

Leading Indicators

Average Monthly Pipeline per rep

GRR
NRR
$41,090
Baseline: $41,090
2025: 3x 2026: 10x 2027: 20x
Progress

Contacts per Account

GRR
NRR
3.9
Baseline: 3.9
2025: 6 2026: 15 2027: 20
Progress

Lagging Indicators

Average Monthly Closed Won per Rep

GRR
NRR
$13,041
Baseline: $13,041
2025: 3x 2026: 10x 2027: 20x
Progress

YoY increase in Annualized GRR

GRR
0.7%
Baseline: 0.7%
2025: 3x 2026: 10x 2027: 20x
Progress

YoY Growth of % Accounts with Add Ons/Plan Expansions

GRR
NRR
TBD
Baseline: TBD
2025: 90% 2026: 95% 2027: 100%
90%

YoY Average Growth Rate per Book of Business

GRR
NRR
TBD
Baseline: TBD
2025: 3x 2026: 10x 2027: 20x
Progress

Customer Success

TBD
Owner: TBD

Leading Indicators

YoY Growth in Full Adoption Rate for Products Sold

NRR
GRR
TBD
Baseline: TBD
2025: 3x 2026: 10x 2027: 20x
Progress

YoY Growth in Daily Engagement with Product

NRR
GRR
TBD
Baseline: TBD
2025: 3x 2026: 10x 2027: 20x
Progress

Lagging Indicators

ENT Average Customer Maturity (with Score)

NRR
GRR
1.2
Baseline: 1.2
2025: 3x 2026: 10x 2027: 20x
Progress

ENT Average Monthly Leads Generated per CSM

NRR
GRR
0.4
Baseline: 0.4
2025: 3x 2026: 10x 2027: 20x
Progress

Product

Barry
Owner: Chris

Leading Indicators

Reducing SIS VM Age of Oldest Bug

Profitability
816
Baseline: 816
2025: 3x 2026: 5x 2027: 10x
Progress

Reducing SIA VM Age of Oldest Bug

Profitability
748
Baseline: 748
2025: 3x 2026: 5x 2027: 10x
Progress

Reducing # of SIS VM Bugs

Profitability
41
Baseline: 41
2025: 3x 2026: 5x 2027: 10x
Progress

Reducing # of SIA VM Bugs

Profitability
26
Baseline: 26
2025: 3x 2026: 5x 2027: 10x
Progress

Lagging Indicators

Features Delivered Quarterly

Profitability
35
Baseline: 35
2025: 3x 2026: 5x 2027: 10x
Progress

% of Features with Any AI Assistance

Profitability
0%
Baseline: 0%
2025: 30% 2026: 50% 2027: 100%
Progress

% of Features AI Co-Authored or Built

Profitability
0%
Baseline: 0%
2025: 10% 2026: 25% 2027: 60%
Progress

% of Features AI-Built

Profitability
0%
Baseline: 0%
2025: 2% 2026: 10% 2027: 30%
Progress

Finance

Kami
Owner: Geoff

Leading Indicators

Monthly AR Invoices processed per headcount

Profitability
1000
Baseline: 1000
2025: 3x 2026: 5x 2027: 10x
Progress

Monthly Invoices Processed per Headcount

Profitability
138
Baseline: 138
2025: 3x 2026: 5x 2027: 10x
Progress

Lagging Indicators

Reduce Days Sales outstanding

Profitability
65 days
Baseline: 65 days
2025: 49 days 2026: 33 days 2027: 7 days
Progress

Human Resources (HR)

Kami
Owner: Kami

Leading Indicators

Human/AI Staffing Mix

Profitability
100%
Baseline: 100%
2025: 90% human 2026: 50% 2027: 20%
10%

Lagging Indicators

Ramp Time Reduction

Profitability
90 days
Baseline: 90 days
2025: 20% 2026: 40% 2027: 70%
29%