Those 60 minutes were thrilling to notice the next normal. But first, some elephants in the room:
- CAC has gone up (hence many Orgs are focussing on expansion versus logo acquisiton)
- Sales have gone down (not because Sales reps aren't doing a good job, or not required). But, Software is hyper replacable.
The traditional way of sustaining CS is much costlier than ever before. So, at what point do they / should they intervene?
- Onboarding
- Implementation
- Value Delivery
- Renewal / Retention
- Expansion / Growth
The most important part to answer this question is "๐๐ ๐ญ๐จ ๐๐๐๐ ๐ข๐ฌ ๐ก๐จ๐ฐ ๐๐ ๐ข๐ฌ ๐ญ๐จ ๐๐๐ฅ๐๐ฌ - ๐๐จ๐ญ ๐ซ๐๐๐ฅ๐ข๐ณ๐๐ ๐ฒ๐๐ญ".
During the webinar, someone answered this really well. Here is how the future strategy might look like (my takeaways):
- ๐๐ฌ๐ ๐๐ ๐๐จ๐ง๐ฌ๐ข๐ฌ๐ญ๐๐ง๐ญ๐ฅ๐ฒ (20%): The platform is going to be 100x better in under a year. So the earlier you adopt to handle tactical stuff (CRM notes, Raise Support Tickets, Health Scores etc), the quicker you catch onto the train.
- ๐๐๐๐ฌ ๐ฌ๐ก๐จ๐ฎ๐ฅ๐ ๐๐๐ญ ๐๐ฌ ๐๐จ๐ฌ๐ญ ๐๐๐ฅ๐๐ฌ ๐๐ฎ๐๐ซ๐ญ๐๐ซ๐๐๐๐ค๐ฌ (60%): This means focus on meeting your customers, understand their use-cases, and get really confident on "Knowing your Product". As an example - Don't just collate 50 tickets for Product to build. Instead, understand how the problem statement can be solved in more than just one way.
- ๐๐จ๐ฅ๐ฅ๐๐๐จ๐ซ๐๐ญ๐ ๐ฐ๐ข๐ญ๐ก ๐จ๐ญ๐ก๐๐ซ ๐ ๐ฎ๐ง๐๐ญ๐ข๐จ๐ง๐ฌ (20%): This goes a long way in breaking learning barriers
To conclude: ๐๐ฎ๐ฌ๐ญ๐จ๐ฆ๐๐ซ๐ฌ ๐๐ซ๐๐ง'๐ญ ๐ฌ๐ญ๐ซ๐ฎ๐ ๐ ๐ฅ๐ข๐ง๐ ๐ฐ๐ข๐ญ๐ก ๐ฒ๐จ๐ฎ๐ซ ๐ฌ๐จ๐ฅ๐ฎ๐ญ๐ข๐จ๐ง ๐ญ๐ก๐๐ญ'๐ฌ ๐ฌ๐จ๐ฅ๐ ๐ญ๐จ ๐ญ๐ก๐๐ฆ. ๐๐ก๐๐ฒ ๐๐ซ๐ ๐ฃ๐ฎ๐ฌ๐ญ ๐ญ๐ซ๐ฒ๐ข๐ง๐ ๐ญ๐จ ๐ ๐๐ญ ๐๐๐ญ๐ญ๐๐ซ ๐ญ๐จ ๐ฌ๐จ๐ฅ๐ฏ๐ ๐ญ๐ก๐๐ข๐ซ ๐๐ฎ๐ฌ๐ข๐ง๐๐ฌ๐ฌ ๐ฉ๐ซ๐จ๐๐ฅ๐๐ฆ๐ฌ. ๐๐ข๐ฆ๐ ๐ญ๐จ ๐๐๐ญ ๐๐๐๐จ๐ซ๐๐ข๐ง๐ ๐ฅ๐ฒ!
Thank you Rakefet Yacoby From Mayple for organizing a fiery chat. We need S2 on this ASAP!
Totally loved it Greg Daines, Jay Nathan and Nick Mehta.
So do you really think - Is it time to let go of CS?
This post was originally shared by Aman Asija โ๏ธ on Linkedin.