46 lines
2.6 KiB
Plaintext
46 lines
2.6 KiB
Plaintext
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* INTERNAL STAKEHOLDER NOTE
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** Instructions:
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- THIS FIRST PART IS JUST YOUR NOTE TO OUR INTERNAL STAKEHOLDER (but you'll send both the internal and external part in the whole email) i.e. Steve, Easton, myself) This is your opportunity to fill them in about any details that can make their conversation be successful.
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@code markdown
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Hi Steve,
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Below is a note for you to send to check in with Matt Shroyer at SPS Commerce. This outreach is because Matt has expressed concerns with the acquisition mostly around his rocky journey with Gainsight's CS platform.
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- Customer Name: SPS Commerce
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- ARR: $51,000
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- Renewal: 1/1/24
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- Contact Title/Name: Matthew Shroyer - Manager II, Customer Experience Design
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- This account is really happy with Northpass, but less excited about CS. The strategy is to "move money around" so that the overall ARR of SPS doesn't go down, but might get allocated to Northpass/CE.
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- In particular, Matt has said that he is very satisfied with you, Steve, and the culture and organization you've built.
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- The next priority for Matt & team is to redesign the academy so it looks better for their end users. There is the potential to bring in their dev team to embed us into their app.
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- They have confirmed they will renew with Northpass, but we need to uncover if there is budget for the redesign - we will want to package this as an expansion and upsell.
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- The biggest risk with SPS is the course builder. It is not interactive and dynamic enough and a lot of their questions/grievances come with asking for workarounds with the course builder.
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@end
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* EXTERNAL EMAIL TO SEND FROM EXEC
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** Instructions:
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- The CSM will fill out everything for the exec. All the exec should have to do is copy and paste the body into their
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email and send it to the contact you've provided.
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@code markdown
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To: mlshroyer@spscommerce.com
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Subject: Gainsight | SPS Commerce: Exec Check-in
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Hey Matthew,
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Thanks for being an awesome Northpass customer - we love serving SPS Commerce and being part of your customer education journey.
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Norm is having a blast working with you and is excited about the evolution of your learning program.
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As the former founder and CEO of Northpass, and now Gainsight's new SVP of Strategy for Customer Education, I'm keen to hear your feedback on our product and services and would love to know more about your vision for your learning program as you plan for the future.
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That said, I'd love to meet you! Can we find 30 minutes for a Zoom over the next few weeks? Feel free to propose a time. Or, use this link to my calendar to book a time directly.
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I am looking forward to it!
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Take care and best,
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Steve
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@end
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