Jonny Adams

And I'm like, well, why? Well, it's Vogue. So I'm just curious, because if I'm a user of another platform, how do I know when the flip happens? How do I know where I'm going to get the value as someone that might use that moving forward?

And I'm like, well, why? Well, it's Vogue. So I'm just curious, because if I'm a user of another platform, how do I know when the flip happens? How do I know where I'm going to get the value as someone that might use that moving forward?

And I really like that explanation. Inevitably, you know, there's a lower cost of retaining customers. There's a greater return of growing customers as well, right? And, you know, we work so hard to acquire. Well, what platforms are we really prioritizing to enable customers I'm a user of one of those platforms as referenced from pre-sale. And I agree, the functionality is dreadful.

And I really like that explanation. Inevitably, you know, there's a lower cost of retaining customers. There's a greater return of growing customers as well, right? And, you know, we work so hard to acquire. Well, what platforms are we really prioritizing to enable customers I'm a user of one of those platforms as referenced from pre-sale. And I agree, the functionality is dreadful.

And I think sometimes my cynical self goes, hmm, do they just not develop that just to really infuriate me and keep me sort of level locked in their platform? Because I always want more. Like, it's just, I don't know, maybe that's just my crazy mind thinking there. But it's great to hear about how PlanHack can help with one of the most important aspects and being client centric.

And I think sometimes my cynical self goes, hmm, do they just not develop that just to really infuriate me and keep me sort of level locked in their platform? Because I always want more. Like, it's just, I don't know, maybe that's just my crazy mind thinking there. But it's great to hear about how PlanHack can help with one of the most important aspects and being client centric.

I completely agree with you. Coming from a pre-sales, sales era and sales directorship, customer service was the term that was heard. Then I came into this world of customer success. But in professional services, it's called client partners. And what I'm curious about, Chris, is partnerships is a mutually beneficial end goal, right? It has to be a win-win. We talk about that in a lot of worlds.

I completely agree with you. Coming from a pre-sales, sales era and sales directorship, customer service was the term that was heard. Then I came into this world of customer success. But in professional services, it's called client partners. And what I'm curious about, Chris, is partnerships is a mutually beneficial end goal, right? It has to be a win-win. We talk about that in a lot of worlds.

It's not about win-lose or lose-win. So if you had a choice, you've referenced CS, customer success, probably not being, or come from a certain origin, but what would you call it if you had a choice, if you don't want me to ask you?

It's not about win-lose or lose-win. So if you had a choice, you've referenced CS, customer success, probably not being, or come from a certain origin, but what would you call it if you had a choice, if you don't want me to ask you?

So the solution to that challenge then from your expertise, what is the answer to that? And so there's a lot of work that goes on for this use case. So not only is a platform required to help with that transition of decline to growth, but there's also a people and cultural shift that's required. There's also a capability and skills element. There's a hiring FTE future plan.

So the solution to that challenge then from your expertise, what is the answer to that? And so there's a lot of work that goes on for this use case. So not only is a platform required to help with that transition of decline to growth, but there's also a people and cultural shift that's required. There's also a capability and skills element. There's a hiring FTE future plan.

And this is where it gets super complex, but plan hack can inform an organization of the metrics, right? Yeah.

And this is where it gets super complex, but plan hack can inform an organization of the metrics, right? Yeah.

I mean, I love that. Golden nuggets coming out of that. And one of the things that when Matt and I were planning this session, we thought would be valuable is if you could touch upon that sort of customer centricity and how to build that strategy into your business. And I feel that you've touched upon a real sort of important factor that I wanted to amplify for the listeners. It was around...

I mean, I love that. Golden nuggets coming out of that. And one of the things that when Matt and I were planning this session, we thought would be valuable is if you could touch upon that sort of customer centricity and how to build that strategy into your business. And I feel that you've touched upon a real sort of important factor that I wanted to amplify for the listeners. It was around...

connecting aggression. I thought it was an interesting word you chose, by the way, because that could be seen in a certain way. But as you then went on to describe it, it was really interesting about connecting the dots of the customer objectives, which I think is lost in so many businesses.

connecting aggression. I thought it was an interesting word you chose, by the way, because that could be seen in a certain way. But as you then went on to describe it, it was really interesting about connecting the dots of the customer objectives, which I think is lost in so many businesses.

You might think about what you do, what we do as a professional service firm is that I think it comes to the mindset shift of thinking about outcomes first, and then coming towards understanding how you can support that client And specifically, whether you're working at Planout or SBR, you do a similar thing, right? But understanding objectives and outcomes are really crucial.

You might think about what you do, what we do as a professional service firm is that I think it comes to the mindset shift of thinking about outcomes first, and then coming towards understanding how you can support that client And specifically, whether you're working at Planout or SBR, you do a similar thing, right? But understanding objectives and outcomes are really crucial.