Matt Best

We need to pull from the product itself because we need to understand what that usage looks like. And that extra layer of complexity there in implementation causes more challenges. But it's so critical as a CSM having all of that in a single pane of glass view in order to serve the customer most effectively. Yeah.

I think it also, to me, talks to the challenge of the evolution of CS. And Chris, I'm curious to get your thoughts here as the value of CS in the business and how to demonstrate that value and how to quantify the value. Because so often, again, it's a little bit perhaps more binary and a little easier to quantify that value of a salesperson by their success in closing and winning work.

I think it also, to me, talks to the challenge of the evolution of CS. And Chris, I'm curious to get your thoughts here as the value of CS in the business and how to demonstrate that value and how to quantify the value. Because so often, again, it's a little bit perhaps more binary and a little easier to quantify that value of a salesperson by their success in closing and winning work.

And where you've got someone in CS, CS is still so often seen as a cost center value. which is kind of crazy to Johnny's point of it being at the heart of retaining your client base that you've worked so hard to get. What does that mean, not just for PlanHap, but just in your experience, Chris?

And where you've got someone in CS, CS is still so often seen as a cost center value. which is kind of crazy to Johnny's point of it being at the heart of retaining your client base that you've worked so hard to get. What does that mean, not just for PlanHap, but just in your experience, Chris?

There's not necessarily a direct question there, but I'd love to get your perspective on CS and where you think it fits and how you think it should be seen and how PlanHap maybe helps do that.

There's not necessarily a direct question there, but I'd love to get your perspective on CS and where you think it fits and how you think it should be seen and how PlanHap maybe helps do that.

I think one example you gave there of the household B2B, clearly that's an operating model. That's a sort of directional challenge, which, as you said, is the top-down piece. There's the other bits that Johnny talked about there around training, enablement, coaching.

I think one example you gave there of the household B2B, clearly that's an operating model. That's a sort of directional challenge, which, as you said, is the top-down piece. There's the other bits that Johnny talked about there around training, enablement, coaching.

There's culture that could be used as a bit of an umbrella term, perhaps, that just sort of, yeah, that encapsulates a lot of that stuff. I mean, we would see typically challenges around, you know,

There's culture that could be used as a bit of an umbrella term, perhaps, that just sort of, yeah, that encapsulates a lot of that stuff. I mean, we would see typically challenges around, you know,

um remuneration and compensation as being kind of key drivers are we driving all of the right behaviors that's a bit more of the stick than the carrot i think there's for me and what i've seen in various businesses is and this is linked very much to the culture but it's almost the people armed with or not necessarily armed and that's probably the point

um remuneration and compensation as being kind of key drivers are we driving all of the right behaviors that's a bit more of the stick than the carrot i think there's for me and what i've seen in various businesses is and this is linked very much to the culture but it's almost the people armed with or not necessarily armed and that's probably the point

but tasked with the job of looking after clients and growing clients and how they are seen under the CRO banner in terms of the autonomy that they're given, the capability to serve in the best possible way.

but tasked with the job of looking after clients and growing clients and how they are seen under the CRO banner in terms of the autonomy that they're given, the capability to serve in the best possible way.

The level of experience that you're hiring, I've seen organizations who see CS as a feeder into sales or product and it's sort of part of, and it's where you go into CS through being a good support technician. So that's for me is fundamentally the wrong way around because CS is about developing, nurturing the relationships better. of those clients that define your business.

The level of experience that you're hiring, I've seen organizations who see CS as a feeder into sales or product and it's sort of part of, and it's where you go into CS through being a good support technician. So that's for me is fundamentally the wrong way around because CS is about developing, nurturing the relationships better. of those clients that define your business.

So is that something that you're seeing as well when you're not necessarily just your clients, but also when you're out in the market? Is that still something that you think that we're all sort of working towards?

So is that something that you're seeing as well when you're not necessarily just your clients, but also when you're out in the market? Is that still something that you think that we're all sort of working towards?

So, Chris, circling back to what you shared earlier around how Planhat was formed and the nature in which you were able to do that through bootstrapping, but with a continued focus on value and delivering value to your customers. If you're out there and you don't necessarily have that option, right, maybe you can't bootstrap it yourself.