Josh James targets the customers everyone else avoids. When a prospect looks too complex or difficult, he assigns his five best people to solve it, creating a reference case that unlocks dozens of similar deals. Avoiding outliers is bad advice.
Any approach to customer success or being in the field with customers that's evolved over time?
That one we kind of, we got right at Omensure and we just 10x'd.
You doubled down on that early, right? That's the trick, the second time.
Anytime I hear any customer that's gonna be a problem, like you talk to sales and marketing experts and they're like, you gotta find the target customer and you only get that target customer, and if it's not the target customer you shouldn't do it. You don't wanna get distracted and do all these things and jump all over the place just because the customer's telling you that. "Never have a strategy." To a point, but like when I hear there's a customer that's breaking everybody, that's extremely complex, that says there's no way we're gonna handle their business, I'm like, "Take our 5 best people, put 'em on it, let's fix it, let's make it work, and if we get that right, then we're gonna get dozens and dozens of other customers from that one example." So we look for the complexity.
[Speaker] That's my view. So you have a big customer that comes in that wants to push the limits on deal size and everything. If it's vaguely in your wheelhouse, you do it, and you just put a team on it and learn from it? Yep, absolutely. I think the advice of like, don't, those are outliers and don't get distracted is often terrible advice.
And they can be distracting and you do, I mean it's like portfolio approach. There's some customers that you end up spending half a million bucks on and you don't get anything out of it and then the guy moves on and you lose the contract. I mean it happens, but if you think about you doing 10 of those, maybe 3 of them don't work out, but 7 of them are gonna be amazing and it's gonna be your long-term business.
