Matt Best

Thomas, it's great to have those sort of three key areas, and we love to dig into each of those and paying particular attention to number one and referrals. But just before we do that, account management is something very close to my heart and my experience in customer success and running account management teams. And I think it can sometimes be such an understatement.

Thomas, it's great to have those sort of three key areas, and we love to dig into each of those and paying particular attention to number one and referrals. But just before we do that, account management is something very close to my heart and my experience in customer success and running account management teams. And I think it can sometimes be such an understatement.

appreciated side of the business so I was having a conversation with that CS leader just the other day and we were talking about the volume of business and the cost of losing business is so seldom seen as a sort of risk and all that focus gets put on to sales and acquiring new logos and then you turn around and if half your customer base is gone, you've undone all of that good work.

appreciated side of the business so I was having a conversation with that CS leader just the other day and we were talking about the volume of business and the cost of losing business is so seldom seen as a sort of risk and all that focus gets put on to sales and acquiring new logos and then you turn around and if half your customer base is gone, you've undone all of that good work.

So it's such a, I think, just wanted to share my view, my perspective there as someone, you know, I think account management is so, so key, especially in services businesses where you've got ongoing commitments and, you know, in modern SaaS, of course, and 10 years is quite something. I mean, you must go through a number of key stakeholders in that time.

So it's such a, I think, just wanted to share my view, my perspective there as someone, you know, I think account management is so, so key, especially in services businesses where you've got ongoing commitments and, you know, in modern SaaS, of course, and 10 years is quite something. I mean, you must go through a number of key stakeholders in that time.

So it just demonstrates that good account managers really are really impactful and effective in one's business.

So it just demonstrates that good account managers really are really impactful and effective in one's business.

Leading nicely into your third point of co-tailing, right? And the importance of maintaining those strong relationships and then following them around the industry.

Leading nicely into your third point of co-tailing, right? And the importance of maintaining those strong relationships and then following them around the industry.

I mean, that's incredible, right? I mean, if you set that goal for many sales professionals just on their own, that's...

I mean, that's incredible, right? I mean, if you set that goal for many sales professionals just on their own, that's...

That's some ROI. That's awesome. Yeah, that's very cool. And I think thinking about that, Thomas, and you mentioned there that essentially that person becoming an extension of your sales team, right? And I guess as referrals as a tool or a thing that helps achieve this growth, it's exactly that. It's extending your sales organization out through your...

That's some ROI. That's awesome. Yeah, that's very cool. And I think thinking about that, Thomas, and you mentioned there that essentially that person becoming an extension of your sales team, right? And I guess as referrals as a tool or a thing that helps achieve this growth, it's exactly that. It's extending your sales organization out through your...

trusted relationships and the partnerships that you have with clients who really advocate for you in the market and advocate for the product. So, I mean, tell us a little bit more. Maybe I'll start with a sort of fairly simple question. There might be some people on there listening to the podcast today thinking, what does referrals really mean? What is referrals? So how would you define referrals?

trusted relationships and the partnerships that you have with clients who really advocate for you in the market and advocate for the product. So, I mean, tell us a little bit more. Maybe I'll start with a sort of fairly simple question. There might be some people on there listening to the podcast today thinking, what does referrals really mean? What is referrals? So how would you define referrals?

What does it mean?

What does it mean?

It's such an interesting point, and I think this... Thomas, I love your recommendation to the listeners around it almost doesn't matter, but if you signpost that point, it's part of how you win business. I can think just now off the top of my head, I've got three or four clients who I know have told me that probably not in such a direct way.

It's such an interesting point, and I think this... Thomas, I love your recommendation to the listeners around it almost doesn't matter, but if you signpost that point, it's part of how you win business. I can think just now off the top of my head, I've got three or four clients who I know have told me that probably not in such a direct way.