Best Reply to our Trial Outreach Ever! We Love our Customers!

Here at New Relic, we try to follow up with the thousands of trials our customers and prospects initiate every month with custom emails from REAL people. These people include our extended sales team of technical sales, sales development reps, and other evangelists for the product. This team is trained to be ‘trial coaches’ — their goal is to help you have the best experience with our product — and yes – ask for the sale at the end of the trial period. Now, we do sometimes get too aggressive with email, but we train our team to share their infectious energy for our product and really try to help make the initial experience an awesome, memorable one.

One of our sales folks recently sent out this email to a prospect after their 14 day trial expired:

On Mar 28, 2013, at 12:02 PM, xxxxxxxxxxxxxxxx wrote:

Hi xxxxxxxx and xxxxxxx,

I thought we had such a great trial together.  Why didn’t you call? 🙂

As I mentioned in my voicemail to xxxxxx, the trial has just expired and I wanted to touch base again.

How did that deployment go? Were you interested in revisiting the Pro version with it’s advanced tracing and reporting functionality?

Please let me know. Thanks very much and I look forward to hearing from you!

Best regards,



The response from this customer was so clever, we just had to share!

Begin forwarded message:

From: xxxx xxxxxx <xx@xxxxxxx>
Subject: Re: Your Expired New Relic Account
Date: March 28, 2013 7:24:52 PM PDT
To: xxxxxxxxxxxxx

It’s not you, it’s us. 

 We liked looking at your charts and graphs over the dinner table. I’m sure we’d like to go out again.

This just isn’t a good time for us right now, and we don’t want to lead you on.

We hope you’ll be there in a few weeks or months when we’ll be ready to give you the attention you deserve. In the meantime, we totally understand if some new website sweeps you off your feet.

We can still be friends, but we probably shouldn’t talk for a while.

We’ll call when we’re ready. We promise.

Remember the good times.

– xxxxxxx

PS This isn’t easy for us either. We’re trying to be strong.

 I am a firm believer that business interactions can be fun and friendly. This proves it!'

Chief Marketing Officer of New Relic. Love SaaS. Love Data. Love New Relic. View posts by .

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