Matt Best

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.

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.

How do you stop yourself from getting distracted by those other things that are out there that might pull you offline and remain focused on delivering and focused on value to the customer?

How do you stop yourself from getting distracted by those other things that are out there that might pull you offline and remain focused on delivering and focused on value to the customer?

That's really interesting, the concept of productizing customer management. And I guess there's that on that journey, working out where to point your resource in the most appropriate way to maintain and develop and grow those relationships. If you're sat listening to this podcast now, and you're a business that's starting to see an increase in churn, let's say you're a software business,

That's really interesting, the concept of productizing customer management. And I guess there's that on that journey, working out where to point your resource in the most appropriate way to maintain and develop and grow those relationships. If you're sat listening to this podcast now, and you're a business that's starting to see an increase in churn, let's say you're a software business,

You're starting to see an increase in churn. You're not really sure where it's coming from. You've got an established customer success team. You've got a healthy pipeline of new business. Where would you advise someone in that position to go look first?

You're starting to see an increase in churn. You're not really sure where it's coming from. You've got an established customer success team. You've got a healthy pipeline of new business. Where would you advise someone in that position to go look first?

Fantastic. And Johnny and I are both kind of nodding along there. I think we would absolutely concur with that. I've got one final question for you, and this might be a tricky one, but obviously at Planhat, you use Planhat, right? What of the features, if you had to pick two features, would you say that your team appreciate most from the product?

Fantastic. And Johnny and I are both kind of nodding along there. I think we would absolutely concur with that. I've got one final question for you, and this might be a tricky one, but obviously at Planhat, you use Planhat, right? What of the features, if you had to pick two features, would you say that your team appreciate most from the product?

Chris, you said it goes back to productizing customer management. That's real sort of demonstration of how that comes to life. I think one thing that really jumps out to me, and if I go back a number of years, back to when I was a CS or account management practitioner, and you think,

Chris, you said it goes back to productizing customer management. That's real sort of demonstration of how that comes to life. I think one thing that really jumps out to me, and if I go back a number of years, back to when I was a CS or account management practitioner, and you think,