Enterprise Customer

“I've not seen reduction in customer service reps by any of our customers. And we have customers who have tens of thousands of agents. So we would be the first one to see the impact and the reality is nothing yet.”

“Many of our customers, they're still using AI to help them write a better email, right? That's the full extent of their understanding around what artificial intelligence can do.”

“From a point of view of open source and using the model, everybody's going to be fine. The question is going to be, are they okay with the Chinese model or not? That's the only question here. It's not open source versus closed source.”

“This is a category where everyone can articulate the 30% where it is there. And then to your point, they can go, ooh, the next 10% is going to cost more. That's a high class problem. Maybe what you're saying is you get, you go from 30% resolution to 65% resolu…”

“At some point, I bet you, 12 months, 18 months, two years from now, the customer will come and say, Shashank, this is very dumb. I'm unhappy. Why? Because you've already done the whole resolution plan. Why do I have to come in and manually hit approve? Just do…”

“What we started doing was just building the use cases for the customer and giving them the entire use case and the ROI analysis that they could present to their board with their branding and all of the information that we've gathered to try to make it as light…”

“We found that most customers have asked that we started this way and eventually would be okay with more of like a screen watching type scenario. But for right now, Have felt the vast majority think it's a little too much too soon.”

“Going to these customers as an AI company and saying, hey, we're going to make you more efficient. What are your problems? Works almost never because they have so many problems and they usually don't know where to begin.”

“Part of what's going to happen is you're, we're going to go through this phase where like the enterprise customers are just going to like close everything off. Until there's some sense of sanity in all of this, and then, but in the meantime, the individual, an…”

“Other challenge you could also happen is if you go bring a very large customer very early on, then that customer is going to force you product in a direction you may not want to go, right? I mean, if you bring in, I don't know, Apple as a customer, more than l…”

“Our customers are small business owners, and I just, I don't care about enterprise customers. I don't want them. I like small, medium-sized businesses. They're more like me.”

“Customers aren't happy if you require them to deploy five different models to get their job done.”

“Their biggest issue in deploying AI is actually just getting through procurement.”

“The MCP is huge, it seems like. It is the way that a lot of the, especially when it comes to, like, digital transformation or some of our enterprise customers, it's where they're going to be able to be at, or where they are able to add context.”

“You've just taken the company and diverted all resources to go build a list of things for a company that may or may not buy, but even if they buy, you've killed the company. Right, because you've taken all the resources to focus on one account, even if you get…”

“And I also warn founders saying that, hey, just because you sync first party data, you know, many people will tell you like, hey, I have the network effect because all my customers give me data and I have the network effect. That's not more because every enter…”

“I know in some of these wars, having looked at some of these deals and kind of the ERP space and some of the other spaces where you're dealing with enterprise customers, the balance sheet becomes a criteria for qualification.”

“A lot of it's evals and within enterprise customers and government customers, it's mostly evals because somebody has got to establish the benchmark for like what good looks like.”

“My number one piece of advice is just get on the plane. Always get on the plane, go meet with your customers. It never makes sense. No one wants to get on the plane. It's always like, well, this is an informational meeting. Why do I need to be there in person?…”

“Everybody, the reason nobody gets convinced on staging environment is that everybody thinks that their environment is unique, right? Like it's the most complex thing on earth. So they're like, can your AI actually figure out the complexities of my system? Alth…”

“Actually being able to make change management part of our pitch was super helpful, right? Especially in the enterprise, being able to say, we have the technology, but we will also help you be successful with it. You can get this done end to end in X months, ri…”

“Oftentimes the big customers want to retain the IP. We're very happy to allow them to retain that IP because, you know, it's core to their business.”

“Having the team concept also makes it easier for us to do enterprise-wide sort of like admin controls, which is honestly the, probably the biggest thing that they want is they want, like, they want to enforce that everyone's on a team, that they sign in with S…”

“I know there's this advice that say no to a 95%. I don't believe in that. I think you have to say yes to yes to everything, right? Because if you lose, if you miss a large fortune, 500 customer, it may be a hundred K deal down the road. That's a 20, 30 X lifet…”

“That I think is why it becomes difficult for them to become this trusted confidant, because you're never going to move fast enough to actually seize on an opportunity they have. Like, If a customer has a burning problem, they're not going to wait a quarter for…”

“So we looked at all of our enterprise customers Table utilization over a 60 day period, and .1% of the tables in their warehouses were ever touched.”

“Earlier on in the first couple of years, you'd have some companies that would buy copies of one password for all of their employees for Christmas to keep their employees safe. And then it started to change for some of the companies, not many, but some of the c…”

“There are some very hot AI startups out there in the enterprise that are basically shelfware. Like, their revenue is skyrocketing, and they're meeting very little adoption internally.”

“It's like here's step by step everything it's doing. And the design for that was really interesting, right? Because if you run that agent again, it might do slightly different things, right? But really taking the user along for that journey to be like, hey, th…”

“So we just closed our first three very, very large companies. So like companies that have revenue of a billion plus.”

“I've generally found that every agency feels a general incentive to move up market, because as you move up market, your deal sizes with larger customers are bigger. Larger customers also generally have more budget and more resources. They're more responsive. T…”

“So our enterprise customers on average buy at least two products for Stripe.”

“Like we talked to dozens of customers and evaluated the big enterprise will pay high six figures for a solution like that. And even seven figures for the bigger enterprises.”

“Look, one story that I keep hearing from our customers is they prefer our workflows to fail than to be too smart. Because their risk appetite for this type of workloads, it's low.”

“We're working with customers who are seeing tens of millions of dollars in attributable business value to speeding up attorney workflow, doing things in house that they used to have to send out out house.”

“As you get to more enterprise customers, a level of quality matters a lot more. And so I think they're probably a little more hesitant. And they've got, you know, organizationally, they have big, big teams. They're relying on certain processes. It's a change i…”

“Absolutely. I think, like, no, any company that's gonna say, oh, we figured out what we're doing with AI, I don't think they're, I don't think they figured it out.”

“They're not coming to us and saying, I'm going to replace four different databases that I've spent the last 10 years implementing. It's usually being able to solve one problem to begin with, and that problem is usually that they're having to work with many dif…”

“I would say the two big aha moments was, the first one was like, people are not replacing video production, they're replacing text. That's very fundamental to our understanding of like, why this product is valuable.”

“Investment has a limited liability, meaning that you just put in money, and the worst case scenario, you lose the money. So from the customer's perspective, okay, you have an investor, large investor, that's good for you if you are a startup, but that doesn't …”

“We jointly create the business. LG creates our own business, which we call ourselves a NewCo or CMBU, and startups become part of it, becomes the integral part of the business. So when it go to the big customers, we don't just go to go there as a startup. We g…”

“And I think that actually has a big downside when you're actually trying to sell something packaged like that to businesses, which is that you're giving them this Swiss army knife of a tool that has all these general capabilities, and the risk is that your end…”

“Mostly we've actually seen, I'd say people becoming more amenable to the idea over time, actually rather than more skeptical, because I think they can see the upside.”

“People typically are wary of totally uncapped usage-based pricing, so you might want to put a cap on that.”

“If we're super serious about this, send us a million dollars. Like wire us a million dollars. We'll happily wire it back anytime you need it, but let's actually Put some stake in the ground about the value. And I find that in the cases in which they're like, w…”

“There isn't one model to kind of rule them all. Each different model has, you know, different sweet spots, and it's my expectation that most customers will invest in not building the foundation models, but will invest in fine tuning and improving those individ…”

“One of the most surprising things I learned was that when a customer really wants your product, it's hard to scare them away by quoting a price that's too high.”

“As we were working with larger businesses, larger customers we knew there was some value in folks knowing that like, Hey, we were in it for the long run.”

“The enterprise customers have slightly different standards and expectations because they're highly unlikely to last too long on an experimental set of products.”

“These folks, at least in the space we play in, they won't give you the time. They don't have the time to give you. You're asking for real time, right? Maybe one hour a week, You know, installing the software in their environment, asking for feedback and all of…”

“When you're building for the enterprise customer, they are not going to do it themselves. You need an SI partner who will be trained to use it.”

“The maximum a customer can process is two big releases a year and maybe quarterly.”

“It's not the customer's job to know what the technology is for. It's not the customer's job to have be given a ChatGPT account and told, there you are, go off and reimagine how your company does its backup of its processes.”

“Think very carefully on when you're negotiating these terms with your first 25, say, enterprise customers, give and gets. You're going to need their help to get this going. So give them the concessions that they need. Make it worth their while and get it in wr…”

“I was surprised how much customers care about having the portability and capability of working with a single vendor that can run under different cloud, but not only cloud, other environments as well.”

“Having our first enterprise customers not only be happy, but willing to be advocates to our future customers and talk about the vision as if it was, yeah, it's not just our vision, it's their vision and that's how they talk about it.”

“Over 85% of our enterprise customers, so, you know, customers of over a thousand users, started in self-service. So they didn't call up our sales team didn't call them. They started by signing up on slack.com, like, just like an SMB, sharing it with some co-wo…”

“My rule of thumb is charge a lot because enterprise customers are a pain to deal with in terms of procurement and all that. So I think minimum 25 K 35 K on the bottom end for these types of deals.”

“And in that kind of partner business segment, the typical annual prices would be a few, few thousand dollars, let's say five K. And then we go up to our enterprise customers who pay well over a million per year.”

“The low price was signaling to their customers that maybe their product wasn't valuable, or it couldn't be trusted in the long term.”