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nrmehta's profile
Nick Mehta (he/him)
Nick Mehta (he/him)
Nick Mehta (he/him)
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@nrmehta

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Nick Mehta (he/him)Verified account

@nrmehta

CEO @gainsighthq #customersuccess; family, football, philosophy, physics, fashion. "There's a million things I haven't done, just you wait." he/him

The mehtaverse, obviously
mehtaphysical.com
Joined October 2007

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    Nick Mehta (he/him)‏Verified account @nrmehta 30 May 2019

    Anyone that's done #CustomerSuccess for a while knows that sponsor change is one of the biggest moments of truth. A subtler point is why. One thing I've learned is that new execs want to put their own "mark" on the role and sometimes existing tech is a symbol of the old leader.

    3:47 AM - 30 May 2019
    • 9 Retweets
    • 98 Likes
    • Zohair Nawab Arjun Devgan jillsawatzky Paddy Barry Jessica Hall Sanna Mäenpää Sur Kevin Lowe Peter Flynn
    6 replies 9 retweets 98 likes
      1. TJ Kozikowski‏ @tjkozikowski 30 May 2019
        Replying to @nrmehta

        great point which is heightened in the subscription economy...rebuilding the stickiness and value can be nearly as challenging as a new sale.

        0 replies 0 retweets 2 likes
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      1. dmadeo‏ @dmadeo 30 May 2019
        Replying to @nrmehta

        Also when the new regime evaluates the challenges they face, is your product/project either a burning fire (which needs to be fixed) or a low hanging victory (which needs to be claimed). Otherwise it is just another competing priority, one of many.

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      2. Rav Dhaliwal‏ @ravsterd 30 May 2019
        Replying to @nrmehta

        It's also often the easiest thing to justify changing

        1 reply 0 retweets 2 likes
      3. 🅔🅛🅛🅘🅡🅨🅒🅘🅧  🏆‏ @csaulnier 30 May 2019
        Replying to @ravsterd @nrmehta

        You are absolutely right Nick and Rav!

        0 replies 0 retweets 2 likes
      4. End of conversation
      1. Scott Hopper‏ @scottahopper 30 May 2019
        Replying to @nrmehta

        Very profound @nrmehta. New leadership can be a killer and it doesn't matter how much value they are being returned by your product. It can be they like company X and they will move to it. That's a whole different kind of churn fighting that has to happen above the CSM.

        0 replies 0 retweets 1 like
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      1. Jan Schlosser‏ @jan_direct 30 May 2019
        Replying to @nrmehta

        If you have done your CS home work, sponsor change can become an opportunity for accelerated expansion. Show them the outcomes they have achieved before her and give her an idea how this could be accelerated under her new leadership with a new direction and refreshed KPIs...

        0 replies 0 retweets 3 likes
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      2. Belle of the Ball‏ @Bel_e_eve 30 May 2019
        Replying to @nrmehta

        But on the positive side of things, if your tech truly provided value to the leader that has been replaced, the old leader should want to take you to their next endeavour!

        1 reply 0 retweets 3 likes
      3. Nick Mehta (he/him)‏Verified account @nrmehta 30 May 2019
        Replying to @Bel_e_eve

        Agreed!

        0 replies 0 retweets 0 likes
      4. End of conversation

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