The Ledger
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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.”
Terminus had its CPO lead customer success for six months
“In fact, the person is our chief product officer. I had him go and lead our customer success team for six months to understand and have empathy for our customers, for what they're doing to really embrace that, to be able to make better trade-offs.”
Kopp: Terminus shifted significant marketing budget to customer-facing discussions
“I shifted a significant amount of resources into customers and to making sure that we did the proper level of frankly, just like getting marketer to marketer discussions happening and we embrace the mindset of no selling, but just hands-on marketer to marketer…”