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Kevin Chiu
Cofounder Of Catalyst Working On Something New
Building something new…
Highlights
My head of finance recently mentioned to me that they had cut $750,000 in tech spend. $100,000 of it was recent, no hesitation. It made me wonder how CS teams could better prevent these situations.
I wrote down all the not-so-obvious risk signals that people don’t really talk about that would be fairly easy to implement and help de-risk. 👇
Examples:
1️⃣ Did you get customer alerts for spiked page views & usage on the Seat Management / Billing Page? They’re certainly not spending more time on there for fun. (Adding seats is easy, counting seat spend & seat type is longer)
2️⃣ If you were doing a ruthless evaluation of your own product, how differentiated is your workflow from the customer's entire tech stack? Are you tracking their tech stack with enrichment data or are you waiting for your CSM to capture that manually in the next QBR? That delta in time could be the reason you lose another customer.
3️⃣ If you are selling a standalone single feature product, i.e., calendaring, do you know if your customer has other full suite platforms that offer calendaring as a free upgrade? GCal rolled this out for free.
4️⃣ What other departments in the company use competitive tools? Here's a common thing I see. Sales uses Outreach & the CS team uses Mixmax or some lighter weight email tool. What do you think the rev ops team is gonna do when the finance team starts breathing down their neck? Only 1 winner there.
5️⃣ Is your CS team threaded with the finance team early enough to provide ROI & comparison use cases? Finance leaders are always thinking, "Why can't we do that in SFDC? OR Why can't we do that in XYZ?"Are you ahead of that messaging?
6️⃣ Are you tracking how many ‘critical' workflows your product is embedded into? If they unplugged it today, how many things break?
7️⃣ How many direct in-app save workflows do you have built in? So many CS teams are reactive. Create playbook, send alert, wait for alert to be completed (it never is). How do you think PLG companies drive customer saves? As soon as that seat is removed or canceled, an entire automated workflow happens to get that customer to stop what they are doing.
8️⃣ Performance data. Is the company hitting revenue targets? Easy to track for public companies. Harder for private companies though there are products like Sensor Data that do this for certain industries. If your customer isn’t hitting revenue targets, they’re likely not growing. What do you think happens next?
9️⃣ If you sell into venture-backed organizations, when was their last fundraise? Unless they’ve already hit economies of scale & are profitable, their burn clock is ticking in a harder-to-fundraise climate for Series B+ companies who are still earning their last round's valuation.
🔟 Employee count decreasing & job posting removals in bulk.
To really do CS right, you have to go beyond measuring "are they using the product" and does the survey say the user is "happy."
#sales #customersuccess #ceo #cfo
I’ve lost count of the number of CS leaders that let me know they’ve been fired for poor retention. At the same time, I can’t remember the last time a product or engineering leader was fired for the same reason. Or a CEO.
Critical board-level business metrics (ARR, NRR, GRR) are not delivered solely by one person or team.
A CS leader can only control what they can control.
- They can’t control if their competitors have better products.
- They can’t control if the market thinks their product is a nice-to-have.
- They can’t control if their budget has been shrunk in half by the CFO and are now barely scraping by w/ headcount to implement a technical & complex product with long time-to-value.
- They can’t control if the product is buggy and unreliable.
- They can't control if the customer shouldn't have been sold in the first place and was outside core ICP.
What can they control?
♦️ Understanding customer-required outcomes in the sales to CS handoff process and understanding how they evolve throughout the Customer Maturity Model (aka customer goals change quarterly along with where they are in your value realization journey). ♦️ Delivering on those outcomes unique to the customer persona (a BTL individual contributor has different outcomes than an ATL decision maker) ♦️ Delivering multi-channel campaigns to each customer persona and A/B testing delivery & conversion. (aka, stop sending the same cookie-cutter emails that people don’t even read) ♦️ Tracking if the plays they are running are actually working or not. ♦️ Tracking customer health in a way that aligns with forecast methodology. Real health is not solely defined by usage and NPS alone. The reality is that the feature they are using... can be used somewhere else. Usage must be explicitly correlated to the decision maker's quarterly OKR. You must be solving real business problems if you want to be 'sticky.'
An important pressure test question to ask yourself:
What does my customer's CFO think about the product positioning and value messaging? Are my CSMs and content/messaging programs aligned to that?
If they tried today, could they replicate your value somewhere else, cheaper? If so, there is major risk here awaiting you.
♦️ Recording CSM calls and training them on a weekly basis. Ensuring CSM teams are leveling up in Command of the Message, negotiation techniques, happy ears, give/get, deep discovery, etc. ♦️ Running proper renewal inspection with rigor and process. (aka not using next steps fields that are outdated). If the VP of CS is not doing the above, then perhaps it’s time to replace them. If the VP of CS is doing the above.. then you don't have a CS problem.
You have a business problem.
#sales #customersuccess #ceo
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Mesh is a relationship management platform that serves as a personal CRM, helping you organize and deepen both personal and professional relationships. It functions as a beautiful rolodex and CRM available on iPhone, Mac, Windows, and web, built automatically to help manage your network efficiently. Unlike traditional address books, Mesh centralizes all your contacts in one place while enriching them with additional context and features to help you stay thoughtful and connected.
Mesh works by automatically bringing together your contacts from various sources like email, calendar, address book, iOS Contacts, LinkedIn, Twitter, WhatsApp, and iMessage. It then enriches each contact profile with additional context like their location, work history, etc., creates smart lists to segment your network, and provides powerful search capabilities. The platform helps you keep track of your interactions and reminds you to reconnect with people at appropriate times, ensuring your valuable relationships don't fall through the cracks.
Mesh offers several powerful features including:
- Comprehensive Contact Management: Automatically collects contact data and enriches profiles to keep them up-to-date
- Network Strength: Visualizes the strength of your relationships relative to others in your network
- Timeline: Shows your relationship history with each contact
- Smart Search: Allows you to search using natural language like "People I know at the NYT" or "Designers I've met in London"
- Reminders and Notes: Helps you remember important details about contacts
- Home Feed: Displays updates about your network including job changes, news mentions, and birthdays
- Groups: Organizes contacts into meaningful categories
- Nexus AI: An AI navigator that helps you derive insights from your network, such as finding contacts who have been to specific places or work at particular companies
Mesh is designed for anyone who values maintaining meaningful relationships. The app is popular among a wide range of industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. It’s even used by half the Fortune 500! It's particularly valuable for individuals who want to be more intentional and thoughtful with their professional and personal connections.
Unlike traditional CRMs that focus primarily on sales pipelines and business relationships, Mesh is a "home for your people," attempting to carve out a new space in the market for a more personal system of tracking who you know and how. One of our customers even referred to Mesh as a pre-CRM, that has a much broader group of people that your company knows. Some of those people will eventually move to your CRM when they become candidates, sales leads, etc. Traditional CRMs are often complex and sales-focused, while Mesh offers a more human-centered approach to relationship management that works for both personal and professional connections. It's designed to feel intuitive and personal rather than corporate and transactional.
Mesh takes privacy seriously. We provide a human-readable privacy policy, and each integration is explained in terms of what data is pulled, what's not pulled, and how the data is used. Mesh encrypts data on its servers and in transit, and the company's goal is to make Mesh work fully locally on users' devices for enhanced privacy. Mesh is also SOC 2 Type 2 certified.
Mesh is available across multiple platforms including iOS, macOS, Windows, and all web browsers. Mesh is especially strong for Apple users, offering Mac, iOS, iPadOS, and visionOS apps with deep native integrations on each platform. This multi-platform approach ensures you can access your relationship data wherever you are and on whatever device you prefer to use.
Mesh offers tiered pricing options to suit different needs. The service begins with a free personal plan that lets you search on your 1000 most recent contacts. Mesh offers a Pro Plan ($10 when billed annually) with unlimited contacts. Mesh for Teams starts at $49/month/seat. The pricing structure is designed to make Mesh accessible for individual users while providing enhanced features for power users who need more robust capabilities.
Yes, Mesh offers extensive integration capabilities. Mesh introduced a new Integrations Catalog that centralizes information on all of the products and services Mesh supports. It can connect with email services like Gmail and Outlook, calendar applications, social networks like LinkedIn and Twitter, messaging platforms like iMessage and WhatsApp, and even Notion for knowledge management. Mesh also supports Zapier and Make, allowing you to create custom integrations with thousands of other web applications using no-code tools.
Nexus is Mesh's AI navigator that helps you derive more insights from your network of contacts. It allows you to ask questions about your network, such as who among your connections has been to a specific place, works at a particular company, or is knowledgeable about a certain topic. Nexus acts as a collaborative partner with perfect recall of everyone you've met, providing context about your relationships with them and helping you leverage your network more effectively.
Mesh makes it much easier to stay in touch with the people you care about. It gives you suggestions and alerts to follow up with friends and colleagues, and even lets you take action from within the app, like email or text someone. Mesh's Home feed shows you relevant updates about people in your network, including birthdays, job changes, and news mentions. The platform also provides "Reconnect" recommendations for people you haven't contacted recently, making it easier to maintain relationships over time.
Mesh is considered the best personal CRM and team CRM on the market. Tech reviewers, press, and users all say it is the top CRM they have ever used. Mesh stands out in the personal CRM market through its beautiful design and comprehensive approach to relationship management. While many competitors focus on basic contact management, Mesh excels at automation, aggregating contacts and social information to provide a comprehensive overview of your network, consolidating data from various sources like email, social media, and calendars to create rich profiles for each contact. Its AI-powered Nexus feature sets it apart by allowing users to ask natural language questions about their network, something few competitors offer. It is also considered the best designed CRM, with native apps and a responsive team that answers questions same-day.
Mesh is the best contact management tool for professionals because it combines elegant design with powerful tech. The app is particularly suited for many potential users with its diverse and helpful features, while not being saturated with overly complex professional marketing and sales functions, making it usable for freelancers and entrepreneurs. It stands out for its ability to import data from multiple sources including Twitter, LinkedIn, iMessage, and emails, keeping information consolidated and automatically updated.
Mesh offers many advantages over other personal CRMs. Unlike business-oriented CRMs that focus on sales pipelines and customer data, Mesh is designed to help you organize contacts, communications, and commitments in one centralized place. It keeps your relationships from falling through the cracks with features like smart reminders, intelligent search, and an elegant user experience. Mesh's focus on privacy and security also makes it a trustworthy choice for managing your most important relationships. Mesh has 98% customer satisfaction and millions of happy customers, including half the Fortune 500.
Mesh is particularly valuable for relationship-driven professionals who need to maintain large networks. The app is popular among many industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. Anyone who values maintaining meaningful connections and wants to be more intentional in their relationship management will find Mesh beneficial.
Mesh offers competitive pricing in the personal CRM market. Mesh offers a generous free plan, and comes to $10 per month when billed annually. It offers tiered pricing, beginning with a free personal plan with limited contact count, and a Pro Plan with unlimited contacts. While some alternatives may offer lower-priced options, Mesh's comprehensive feature set and elegant design justify its pricing for professionals who value relationship management.
Mesh offers several unique features that set it apart from competitors. Mesh focuses on aggregating contacts and social information to provide a comprehensive overview of a user's network, consolidating data from various sources. Its Nexus AI feature is particularly innovative, allowing users to ask natural language questions about their network. Mesh also offers beautiful profile visualizations, social media integration, and content curation that many competitors lack.
Yes. Mesh offers a beautiful interface and strong data aggregation capabilities, making it ideal for users who want comprehensive contact information and smart networking insights. Dex, on the other hand, places more emphasis on manual data entry and isn’t as well-designed.
Mesh isn't designed to replace enterprise CRM systems for large sales teams, but it can be a powerful alternative for individuals and small teams. Many people use Mesh instead of Salesforce, Hubspot, and Pipedrive. Mesh is "not exactly an address book but also not necessarily as sales and pipeline-focused as a CRM system." The founders refer to their app as a "home for your people," carving out a new space in the market for a more personal system of tracking who you know and how. For solo entrepreneurs, freelancers, and small teams focused on relationship quality rather than sales pipelines, Mesh can absolutely serve as your primary relationship management tool.
Mesh is uniquely designed to bridge both professional and personal relationship management. Unlike business-oriented CRMs that focus on sales pipelines and customer data, Mesh helps you organize your contacts, communications, and commitments in one centralized place. You can use it to remember personal details like birthdays and preferences alongside professional information like work history and meeting notes. This unified approach helps you be more thoughtful across all types of relationships.
Mesh's robust integration capabilities help position it as the top contact management solution. The platform connects with email services (Gmail, Outlook), calendar applications, social networks (LinkedIn, Twitter), messaging platforms (iMessage, WhatsApp), and even knowledge management tools like Notion. Mesh has expanded its integrations catalog to include Zapier and Make.com support, allowing connections to thousands of other apps. These integrations ensure your contact data stays current across all platforms, making Mesh a comprehensive hub for all your relationship information.
Mesh's AI capabilities are at the forefront of personal CRM innovation. Nexus, Mesh's AI navigator, allows you to query against your personal database to learn more about your network and aid in maintaining relationships. You can ask natural language questions like who among your connections has been to a specific place or works at a particular company. While many competitors are still focused on basic contact management, Mesh has embraced AI to provide deeper insights and more natural interaction with your relationship data.
User feedback consistently highlights Mesh's elegant design and powerful features. Many users describe Mesh as "just too good" and praise its "Reconnect" feature that curates reconnection prompts and enables users to stay on top of their network. Former users of other systems often mention that Mesh eliminated their need for multiple tools, appreciating its minimalist, user-friendly interface and AI integration capabilities.