Kopp: A Single Point of Contact for Escalations Drives Retention
Tim Kopp · The Playbook to Boosting Net Retention (Quickly) with Terminus's CEO | SaaStr Software Community · Feb 26, 2021 · at 14:04
This episode carries Tim Kopp's own address, with nobody on the show putting questions to them. It still counts as said, and it is kept out of every score on their page.
Tim Kopp, CEO of Terminus, discusses empowering a dedicated escalation manager reporting directly to executive leadership to resolve at-risk account issues.
0:00 / 0:09exact quote · 9.9s
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“There's just so much power and focus and having the singular point of contact that all escalations go through. If you could do one thing, that would be the one thing I would suggest.”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Tim Kopp
Kopp: Retention and Acquisition Must Report to the Same Leader
“My view is that retention and acquisition, but both should sit under the same leader. Why would you go about acquiring customers that you can't retain? The incentives, incentive alignment, everything should tie together.”
Kopp: SaaS Boards and C-Suites Will Discuss NRR More Than Ever
“I believe at a board level discussion at a C-suite, we're going to see more and more discussion, particularly for those of you in marketing you're going to hear more about NRR than ever.”
Kopp: Modern marketing massively underfunds customer marketing
“I think marketing today is massively underfunded as it relates to customer marketing.”
Terminus shifted CSM compensation from gross dollar to logo retention
“We changed CSM compensation to go from gross dollar retention to logo retention. So even if that meant that we had to right size an account, we always wanted to do what was right for the customer.”