Pendo Strategy Workshop
Pendo Governance Workshop — Balboa Compass
Your Pendo strategy, built around your business, in one hour.
Complimentary for Pendo customers.
What It Is
The Compass Workshop is a one-hour facilitated session that answers two questions most CS and product teams can't answer on their own. First, which customer segments have the most to gain from telemetry-driven intervention? Second, which Pendo use cases will actually move your retention and expansion numbers?
Balboa does the prep work before you get in the room. You show up to a session built around your business, your data landscape, and your priorities. Not a generic demo. Not a discovery call. A working session with a deliverable.
How It Works
Before the Session
Each participant completes a short discovery questionnaire. You share whatever context is useful: strategy docs, customer segmentation, engagement playbooks, product overviews.
Balboa synthesizes those inputs and builds a customized deck before the session, including a pre-populated Strategy Map and a summary of what the survey responses revealed. The session starts from your situation, not a blank whiteboard.
During the Session (60 Minutes)
Framing & Introductions
Set the context for the session and align on objectives.
Pendo Level Set
Calibrated to how much your team already knows about the platform. Not a demo. A shared baseline.
Strategy Map Walkthrough
Balboa walks through a Strategy Map built around your business, connecting leadership mandates to transformation priorities, desired KPIs, and the specific Pendo use cases that support each outcome.
Segment Prioritization
Live scoring across five dimensions for each customer segment: revenue at risk, telemetry readiness, program gap, digital experience opportunity, and activation feasibility. Done together in real time, not presented afterward.
Decisions & Next Steps
Confirm what was decided, assign owners, and define the path forward.
Who Should Be in the Room
This session works best with four to six participants. It is not designed for companies that haven't deployed Pendo yet. It's for teams where Pendo is running, product data is flowing, and the CS org still can't get consistent answers out of it.
Go-to-Market Lead
VP or Director of Customer Success, Account Management, or CS Programs
Owns retention and expansion outcomes and brings the business context that grounds the whole conversation. They can speak to how segments are defined, where renewal risks exist, and what the team is trying to do that they can't do today without better data.
Product Operations
Whoever owns Pendo on the product side
They know what's actually instrumented, where the tagging gaps are, and what data is or isn't trustworthy. This person is the liaison to the product organization and usually oversees Pendo.
CS Ops or Revenue Operations Lead
RevOps, CS Ops, or whoever manages health scoring and the CS platform
They understand how data flows between systems like Pendo, the CRM, ChurnZero or Gainsight, the data warehouse, etc.
Scaled Programs Lead
Digital Customer Success, Digital CX, or Customer Lifecycle Marketing owner
They understand the customer long-tail and are building scaled, one-to-many programs to drive adoption, engagement, and retention across the customer base.
Program Manager or Initiative Owner
Whoever will drive this initiative cross-functionally
This is the person responsible for making something happen after the session.
What You Receive Afterward
Within three to five business days, Balboa sends a written readout. It's designed to be useful whether you work with us next or not.
Executive Summary
Current state assessment, signal gaps, and forward direction your team can brief to leadership.
Prioritized Segment Focus List
Ranked customer segments with rationale for each, based on the live scoring from the session.
Completed Strategy Map
Leadership mandates connected to transformation priorities, KPIs, and specific Pendo use cases.
90-Day Activation Plan
Owners, triggers, and success criteria for the first phase of implementation.
Forward Investment Blueprint
For teams that want to go deeper, a roadmap connecting the workshop output to ongoing execution.
Why Teams Say Yes to This
Pendo almost always gets deployed by product and engineering. CS leadership knows the data exists. They just can't get consistent, CS-ready answers out of it without going back to the product team every time.
One VP of CS Programs at an enterprise HCM company had Pendo data flowing into Snowflake and ChurnZero configured with health scores, but no one had defined what good adoption actually looked like for the modules her CSMs were responsible for. The Compass session gave her team that framework in an hour.
That situation is not unusual. It's the most common starting point Balboa works from.
From Strategy to Execution
For teams that want to move from strategy to execution, the workshop output feeds directly into the Pendo Use Case Accelerator: a three to six month hands-on engagement where Balboa builds and deploys production-ready analytics, CSM dashboards, and CS playbooks inside your Pendo environment.
Compass Workshop
1 hour
Strategy, prioritization, roadmap
Use Case Accelerator
3-6 months
Build, deploy, measure
Book Your Compass Workshop
One hour. Built around your business. No cost for Pendo customers.
Balboa does the prep work before you get in the room. You show up to a session built around your data landscape and your priorities, not a generic demo.
Schedule a Session