Joe Liemandt

Hey, what do we have to do to make you successful?

Why don't we set up quarterly calls where you tell us if we're making you successful and what are the joint metrics?

And they're like, wow, this is the first time anybody said that.

And when you do that, all of a sudden you get retention, retention of the installed base.

And that's actually how you grow the installed base is they're going to sit there and tell you what they want and how to do it.

And sometimes you can do it.

Sometimes there's upsell opportunities and all of that as well, where you're like, great, I'm solving the customer's problem.

And that is actually leading to more.

But you have to sit there and you have to look at your installed base and be like, this is it.

I don't get more.

I don't get more.

I really need to treat these guys really well.

And I really need to understand what they want.

And I need to figure out, hey, if I do add AI to this product, is there upsell there?

Is there something that's really valuable?

Or, oh my God, the prior guys have ignored you and it's a total nightmare and you're trying to cancel and it's hard to get off enterprise software.

And so you're two years into your three-year transition plan.

Can I reverse that?

Can I provide something where, oh, all of a sudden I care about you.

You're going to stop the migration off and get back on.