{"version":"1.0.0","segments":[{"speaker":"Matt Wolach","startTime":10.56,"endTime":12.27,"body":"You know, when"},{"speaker":"Matt Wolach","startTime":10.56,"endTime":12.27,"body":"building a software company, one"},{"speaker":"Matt Wolach","startTime":12.27,"endTime":16.08,"body":"of the last things we think"},{"speaker":"Matt Wolach","startTime":12.27,"endTime":16.08,"body":"about is customer support. We"},{"speaker":"Matt Wolach","startTime":16.08,"endTime":18.0,"body":"think about building the"},{"speaker":"Matt Wolach","startTime":16.08,"endTime":18.0,"body":"product, we think about"},{"speaker":"Matt Wolach","startTime":18.0,"endTime":20.01,"body":"marketing and generating leads,"},{"speaker":"Matt Wolach","startTime":18.0,"endTime":20.01,"body":"we think about how we're going"},{"speaker":"Matt Wolach","startTime":20.01,"endTime":22.5,"body":"to close those leads. And that's"},{"speaker":"Matt Wolach","startTime":20.01,"endTime":22.5,"body":"something I help with a lot, as"},{"speaker":"Matt Wolach","startTime":22.5,"endTime":25.74,"body":"you know, but we often don't"},{"speaker":"Matt Wolach","startTime":22.5,"endTime":25.74,"body":"think about how can we make sure"},{"speaker":"Matt Wolach","startTime":25.74,"endTime":28.47,"body":"that we take care of those"},{"speaker":"Matt Wolach","startTime":25.74,"endTime":28.47,"body":"people that we generate leads"},{"speaker":"Matt Wolach","startTime":28.47,"endTime":31.29,"body":"for and closed and all that"},{"speaker":"Matt Wolach","startTime":28.47,"endTime":31.29,"body":"stuff. So I think it's a really"},{"speaker":"Matt Wolach","startTime":31.29,"endTime":33.81,"body":"important thing. And that's why"},{"speaker":"Matt Wolach","startTime":31.29,"endTime":33.81,"body":"we had Greg rich on the show."},{"speaker":"Matt Wolach","startTime":33.81,"endTime":37.32,"body":"He's from Vivantio. And they do"},{"speaker":"Matt Wolach","startTime":33.81,"endTime":37.32,"body":"a great job of making sure that"},{"speaker":"Matt Wolach","startTime":37.32,"endTime":40.92,"body":"people understand how to provide"},{"speaker":"Matt Wolach","startTime":37.32,"endTime":40.92,"body":"incredible customer support. So"},{"speaker":"Matt Wolach","startTime":40.92,"endTime":44.37,"body":"that all that work, you go to go"},{"speaker":"Matt Wolach","startTime":40.92,"endTime":44.37,"body":"through on your product, you go"},{"speaker":"Matt Wolach","startTime":44.37,"endTime":47.04,"body":"through the work on your"},{"speaker":"Matt Wolach","startTime":44.37,"endTime":47.04,"body":"marketing, and your sales, it"},{"speaker":"Matt Wolach","startTime":47.04,"endTime":50.1,"body":"all pays off because you're"},{"speaker":"Matt Wolach","startTime":47.04,"endTime":50.1,"body":"keeping customers and more than"},{"speaker":"Matt Wolach","startTime":50.1,"endTime":52.56,"body":"that, they're helping you grow"},{"speaker":"Matt Wolach","startTime":50.1,"endTime":52.56,"body":"because they're sharing the"},{"speaker":"Matt Wolach","startTime":52.56,"endTime":56.49,"body":"word. They're telling others how"},{"speaker":"Matt Wolach","startTime":52.56,"endTime":56.49,"body":"amazing you are. So if you want"},{"speaker":"Matt Wolach","startTime":56.49,"endTime":60.09,"body":"to make sure that your customers"},{"speaker":"Matt Wolach","startTime":56.49,"endTime":60.09,"body":"have an incredible experience,"},{"speaker":"Matt Wolach","startTime":60.21,"endTime":63.12,"body":"definitely check this episode"},{"speaker":"Matt Wolach","startTime":60.21,"endTime":63.12,"body":"out. Greg shares a lot of great"},{"speaker":"Matt Wolach","startTime":63.12,"endTime":63.87,"body":"information on"},{"speaker":"Intro/ Outro","startTime":64.5,"endTime":67.74,"body":"Welcome to Scale"},{"speaker":"Intro/ Outro","startTime":64.5,"endTime":67.74,"body":"Your SaaS, the podcast that"},{"speaker":"Intro/ Outro","startTime":67.74,"endTime":70.86,"body":"gives you proven techniques and"},{"speaker":"Intro/ Outro","startTime":67.74,"endTime":70.86,"body":"formulas for boosting your"},{"speaker":"Intro/ Outro","startTime":70.86,"endTime":74.82,"body":"revenue and achieving your dream"},{"speaker":"Intro/ Outro","startTime":70.86,"endTime":74.82,"body":"exit brought to you by a guy"},{"speaker":"Intro/ Outro","startTime":74.82,"endTime":79.68,"body":"who's done just that multiple"},{"speaker":"Intro/ Outro","startTime":74.82,"endTime":79.68,"body":"times. Here's your host, Matt"},{"speaker":"Intro/ Outro","startTime":79.71,"endTime":80.19,"body":"Wolach."},{"speaker":"Matt Wolach","startTime":80.7,"endTime":83.01,"body":"And welcome to"},{"speaker":"Matt Wolach","startTime":80.7,"endTime":83.01,"body":"Scale Your SaaS Thank you very"},{"speaker":"Matt Wolach","startTime":83.01,"endTime":86.28,"body":"much for being here. Glad that"},{"speaker":"Matt Wolach","startTime":83.01,"endTime":86.28,"body":"you showed up. Now, if you are"},{"speaker":"Matt Wolach","startTime":86.28,"endTime":89.85,"body":"new to the program, we are here"},{"speaker":"Matt Wolach","startTime":86.28,"endTime":89.85,"body":"to make sure that you can grow"},{"speaker":"Matt Wolach","startTime":89.85,"endTime":92.88,"body":"your business and achieve"},{"speaker":"Matt Wolach","startTime":89.85,"endTime":92.88,"body":"amazing valuation. If those are"},{"speaker":"Matt Wolach","startTime":92.88,"endTime":95.43,"body":"things that you want. Hit the"},{"speaker":"Matt Wolach","startTime":92.88,"endTime":95.43,"body":"subscribe button right now make"},{"speaker":"Matt Wolach","startTime":95.43,"endTime":98.04,"body":"sure you do not miss out on any"},{"speaker":"Matt Wolach","startTime":95.43,"endTime":98.04,"body":"of the amazing guests that we"},{"speaker":"Matt Wolach","startTime":98.04,"endTime":100.62,"body":"bring to put in front of you so"},{"speaker":"Matt Wolach","startTime":98.04,"endTime":100.62,"body":"you can learn from their"},{"speaker":"Matt Wolach","startTime":100.62,"endTime":104.43,"body":"experience. So you can scale"},{"speaker":"Matt Wolach","startTime":100.62,"endTime":104.43,"body":"your SaaS and today's guest is"},{"speaker":"Matt Wolach","startTime":104.46,"endTime":108.48,"body":"exactly that an expert in the"},{"speaker":"Matt Wolach","startTime":104.46,"endTime":108.48,"body":"space. Greg Rich is with me,"},{"speaker":"Matt Wolach","startTime":108.48,"endTime":109.5,"body":"Greg, how you doing?"},{"speaker":"Greg Rich","startTime":109.62,"endTime":111.45,"body":"I'm doing well. Matt,"},{"speaker":"Greg Rich","startTime":109.62,"endTime":111.45,"body":"thanks so much for having me."},{"speaker":"Matt Wolach","startTime":112.23,"endTime":114.09,"body":"Absolutely, really"},{"speaker":"Matt Wolach","startTime":112.23,"endTime":114.09,"body":"glad to have you here. Let me"},{"speaker":"Matt Wolach","startTime":114.09,"endTime":117.03,"body":"make sure everybody knows who"},{"speaker":"Matt Wolach","startTime":114.09,"endTime":117.03,"body":"you are. So Greg is the CEO and"},{"speaker":"Matt Wolach","startTime":117.03,"endTime":120.36,"body":"co founder at Vivantio. They've"},{"speaker":"Matt Wolach","startTime":117.03,"endTime":120.36,"body":"been developing new and"},{"speaker":"Matt Wolach","startTime":120.36,"endTime":123.12,"body":"innovative products to help"},{"speaker":"Matt Wolach","startTime":120.36,"endTime":123.12,"body":"organize, automate and measure"},{"speaker":"Matt Wolach","startTime":123.12,"endTime":128.43,"body":"your customer service service"},{"speaker":"Matt Wolach","startTime":123.12,"endTime":128.43,"body":"desk, or ITSM operations. Greg's"},{"speaker":"Matt Wolach","startTime":128.43,"endTime":131.73,"body":"immersion in his family business"},{"speaker":"Matt Wolach","startTime":128.43,"endTime":131.73,"body":"birth and early love affair for"},{"speaker":"Matt Wolach","startTime":131.73,"endTime":135.99,"body":"customer service, and of Antioch"},{"speaker":"Matt Wolach","startTime":131.73,"endTime":135.99,"body":"Odyssey under Greg's leadership"},{"speaker":"Matt Wolach","startTime":135.99,"endTime":139.83,"body":"is a tapestry of inspiration,"},{"speaker":"Matt Wolach","startTime":135.99,"endTime":139.83,"body":"ambition, and heart, he"},{"speaker":"Matt Wolach","startTime":139.83,"endTime":142.17,"body":"definitely knows his stuff,"},{"speaker":"Matt Wolach","startTime":139.83,"endTime":142.17,"body":"especially when it comes to"},{"speaker":"Matt Wolach","startTime":142.17,"endTime":144.48,"body":"customer service, and how that"},{"speaker":"Matt Wolach","startTime":142.17,"endTime":144.48,"body":"can help the entire"},{"speaker":"Matt Wolach","startTime":144.48,"endTime":147.78,"body":"organization. And I can't wait"},{"speaker":"Matt Wolach","startTime":144.48,"endTime":147.78,"body":"to hear from his experience. So"},{"speaker":"Matt Wolach","startTime":147.78,"endTime":149.1,"body":"Greg, thanks for coming on the"},{"speaker":"Matt Wolach","startTime":147.78,"endTime":149.1,"body":"show."},{"speaker":"Greg Rich","startTime":149.37,"endTime":150.33,"body":"Yeah, looking forward"},{"speaker":"Greg Rich","startTime":149.37,"endTime":150.33,"body":"to it."},{"speaker":"Matt Wolach","startTime":151.32,"endTime":153.09,"body":"Awesome. So tell me"},{"speaker":"Matt Wolach","startTime":151.32,"endTime":153.09,"body":"what's been going on with you"},{"speaker":"Matt Wolach","startTime":153.09,"endTime":154.23,"body":"lately, and what's coming up."},{"speaker":"Greg Rich","startTime":154.92,"endTime":158.28,"body":"So I suppose thinking"},{"speaker":"Greg Rich","startTime":154.92,"endTime":158.28,"body":"about the company, the product,"},{"speaker":"Greg Rich","startTime":158.58,"endTime":163.35,"body":"we've been doing a lot of work."},{"speaker":"Greg Rich","startTime":158.58,"endTime":163.35,"body":"Most recently, in terms of UI X,"},{"speaker":"Greg Rich","startTime":163.83,"endTime":167.97,"body":"you know, there's a, we're"},{"speaker":"Greg Rich","startTime":163.83,"endTime":167.97,"body":"conscious that we have people"},{"speaker":"Greg Rich","startTime":167.97,"endTime":170.97,"body":"that are in Rancho you know,"},{"speaker":"Greg Rich","startTime":167.97,"endTime":170.97,"body":"eight hours a day, five days a"},{"speaker":"Greg Rich","startTime":170.97,"endTime":172.92,"body":"week, you know, providing"},{"speaker":"Greg Rich","startTime":170.97,"endTime":172.92,"body":"service and support. So that"},{"speaker":"Greg Rich","startTime":172.92,"endTime":176.28,"body":"experience is really important"},{"speaker":"Greg Rich","startTime":172.92,"endTime":176.28,"body":"to them, making sure that, you"},{"speaker":"Greg Rich","startTime":176.28,"endTime":180.57,"body":"know, the the software's easy to"},{"speaker":"Greg Rich","startTime":176.28,"endTime":180.57,"body":"navigate, easy on the eye, you"},{"speaker":"Greg Rich","startTime":180.57,"endTime":184.17,"body":"know, as few clicks as possible,"},{"speaker":"Greg Rich","startTime":180.57,"endTime":184.17,"body":"and things like that. And, you"},{"speaker":"Greg Rich","startTime":184.17,"endTime":187.26,"body":"know, everyone's talking about"},{"speaker":"Greg Rich","startTime":184.17,"endTime":187.26,"body":"AI. And I guess I'll have to do"},{"speaker":"Greg Rich","startTime":187.26,"endTime":190.17,"body":"my pitch too, I suppose, as"},{"speaker":"Greg Rich","startTime":187.26,"endTime":190.17,"body":"well. But I do think in the"},{"speaker":"Greg Rich","startTime":190.17,"endTime":193.89,"body":"service and support arena, there"},{"speaker":"Greg Rich","startTime":190.17,"endTime":193.89,"body":"is an opportunity for generative"},{"speaker":"Greg Rich","startTime":193.89,"endTime":196.77,"body":"AI to really help an agent and"},{"speaker":"Greg Rich","startTime":193.89,"endTime":196.77,"body":"even the customer, you know,"},{"speaker":"Greg Rich","startTime":196.77,"endTime":199.62,"body":"through self service"},{"speaker":"Greg Rich","startTime":196.77,"endTime":199.62,"body":"technologies, in, you know,"},{"speaker":"Greg Rich","startTime":199.62,"endTime":202.08,"body":"consolidating information and"},{"speaker":"Greg Rich","startTime":199.62,"endTime":202.08,"body":"trying to provide responses to"},{"speaker":"Greg Rich","startTime":202.08,"endTime":204.6,"body":"customers in a shorter period of"},{"speaker":"Greg Rich","startTime":202.08,"endTime":204.6,"body":"time. So, you know, that's,"},{"speaker":"Greg Rich","startTime":204.6,"endTime":206.64,"body":"that's what we're focusing a lot"},{"speaker":"Greg Rich","startTime":204.6,"endTime":206.64,"body":"of our attention at the moment."},{"speaker":"Greg Rich","startTime":206.76,"endTime":210.03,"body":"But really, it's all about the"},{"speaker":"Greg Rich","startTime":206.76,"endTime":210.03,"body":"effect is to try and help the"},{"speaker":"Greg Rich","startTime":210.03,"endTime":212.31,"body":"agent and the customer"},{"speaker":"Greg Rich","startTime":210.03,"endTime":212.31,"body":"experience and making sure that"},{"speaker":"Greg Rich","startTime":212.31,"endTime":216.45,"body":"we get, you know, information to"},{"speaker":"Greg Rich","startTime":212.31,"endTime":216.45,"body":"people in a timely fashion."},{"speaker":"Greg Rich","startTime":217.47,"endTime":220.59,"body":"Moving forward as more of the"},{"speaker":"Greg Rich","startTime":217.47,"endTime":220.59,"body":"same, I suppose, after we get"},{"speaker":"Greg Rich","startTime":220.59,"endTime":222.72,"body":"through this sort of the next"},{"speaker":"Greg Rich","startTime":220.59,"endTime":222.72,"body":"next couple of months of"},{"speaker":"Greg Rich","startTime":223.05,"endTime":226.47,"body":"engineering development, a lot"},{"speaker":"Greg Rich","startTime":223.05,"endTime":226.47,"body":"of focus is going to go back on"},{"speaker":"Greg Rich","startTime":226.47,"endTime":230.4,"body":"the back end of the product, one"},{"speaker":"Greg Rich","startTime":226.47,"endTime":230.4,"body":"of our unique selling points is"},{"speaker":"Greg Rich","startTime":230.85,"endTime":233.01,"body":"in relation to the"},{"speaker":"Greg Rich","startTime":230.85,"endTime":233.01,"body":"configurability of event, Yo,"},{"speaker":"Greg Rich","startTime":233.04,"endTime":235.32,"body":"you know, it's an enterprise"},{"speaker":"Greg Rich","startTime":233.04,"endTime":235.32,"body":"platform, but you know, we've"},{"speaker":"Greg Rich","startTime":235.32,"endTime":237.51,"body":"always designed it from day one"},{"speaker":"Greg Rich","startTime":235.32,"endTime":237.51,"body":"to be something that can be"},{"speaker":"Greg Rich","startTime":237.51,"endTime":240.21,"body":"managed and maintained by the"},{"speaker":"Greg Rich","startTime":237.51,"endTime":240.21,"body":"user, by the by the customer"},{"speaker":"Greg Rich","startTime":240.36,"endTime":244.14,"body":"without having to rely on"},{"speaker":"Greg Rich","startTime":240.36,"endTime":244.14,"body":"engineers or, you know, it to"},{"speaker":"Greg Rich","startTime":244.17,"endTime":247.74,"body":"maintain these systems and, but"},{"speaker":"Greg Rich","startTime":244.17,"endTime":247.74,"body":"it's evolved over time and has"},{"speaker":"Greg Rich","startTime":247.74,"endTime":250.68,"body":"become more and more complex. So"},{"speaker":"Greg Rich","startTime":247.74,"endTime":250.68,"body":"we're kind of moving away a"},{"speaker":"Greg Rich","startTime":250.68,"endTime":253.11,"body":"little bit from from one of our,"},{"speaker":"Greg Rich","startTime":250.68,"endTime":253.11,"body":"you know, key key identity"},{"speaker":"Greg Rich","startTime":253.89,"endTime":257.49,"body":"differentiators. So, you know, a"},{"speaker":"Greg Rich","startTime":253.89,"endTime":257.49,"body":"rehaul of our of our admin area"},{"speaker":"Greg Rich","startTime":257.52,"endTime":259.98,"body":"now is that is the next big task"},{"speaker":"Greg Rich","startTime":257.52,"endTime":259.98,"body":"for us. You know, simplify"},{"speaker":"Greg Rich","startTime":259.98,"endTime":262.38,"body":"workflow management, business,"},{"speaker":"Greg Rich","startTime":259.98,"endTime":262.38,"body":"business rules, things like"},{"speaker":"Greg Rich","startTime":262.38,"endTime":264.84,"body":"that, and make it even easier"},{"speaker":"Greg Rich","startTime":262.38,"endTime":264.84,"body":"for for customers to go in and"},{"speaker":"Greg Rich","startTime":264.84,"endTime":268.26,"body":"make these changes. I love it"},{"speaker":"Greg Rich","startTime":264.84,"endTime":268.26,"body":"and love it that you're always"},{"speaker":"Greg Rich","startTime":268.26,"endTime":270.66,"body":"focused on how can we make sure"},{"speaker":"Greg Rich","startTime":268.26,"endTime":270.66,"body":"that customers have great"},{"speaker":"Greg Rich","startTime":270.66,"endTime":273.12,"body":"experience? You mentioned that a"},{"speaker":"Greg Rich","startTime":270.66,"endTime":273.12,"body":"few times just now. But I want"},{"speaker":"Greg Rich","startTime":273.12,"endTime":276.18,"body":"to go back because I think that"},{"speaker":"Greg Rich","startTime":273.12,"endTime":276.18,"body":"it's really interesting story to"},{"speaker":"Greg Rich","startTime":276.36,"endTime":279.69,"body":"tell me how did you come up with"},{"speaker":"Greg Rich","startTime":276.36,"endTime":279.69,"body":"the idea to start this company?"},{"speaker":"Greg Rich","startTime":279.69,"endTime":282.72,"body":"Where did this come from? It was"},{"speaker":"Greg Rich","startTime":279.69,"endTime":282.72,"body":"a long time ago. Remember? 20"},{"speaker":"Greg Rich","startTime":282.75,"endTime":285.45,"body":"years now that we're coming up?"},{"speaker":"Greg Rich","startTime":282.75,"endTime":285.45,"body":"I think next month, end of next"},{"speaker":"Greg Rich","startTime":285.45,"endTime":292.23,"body":"month will be 20 years? Yes,"},{"speaker":"Greg Rich","startTime":285.45,"endTime":292.23,"body":"yes. Thank you. So it's almost I"},{"speaker":"Greg Rich","startTime":292.23,"endTime":294.66,"body":"suppose there were a number of"},{"speaker":"Greg Rich","startTime":292.23,"endTime":294.66,"body":"things that kind of happened and"},{"speaker":"Greg Rich","startTime":294.66,"endTime":296.67,"body":"maybe not all at the same time."},{"speaker":"Greg Rich","startTime":294.66,"endTime":296.67,"body":"And of course, it was so long"},{"speaker":"Greg Rich","startTime":296.67,"endTime":300.06,"body":"ago. Maybe the timeline slightly"},{"speaker":"Greg Rich","startTime":296.67,"endTime":300.06,"body":"warped in my own mind, but I"},{"speaker":"Greg Rich","startTime":300.06,"endTime":302.7,"body":"think it was a combination of a"},{"speaker":"Greg Rich","startTime":300.06,"endTime":302.7,"body":"number of things. As you"},{"speaker":"Greg Rich","startTime":302.7,"endTime":307.2,"body":"mentioned, in the intro, you"},{"speaker":"Greg Rich","startTime":302.7,"endTime":307.2,"body":"know, I came from my parents"},{"speaker":"Greg Rich","startTime":307.2,"endTime":308.88,"body":"owned their own business. So"},{"speaker":"Greg Rich","startTime":307.2,"endTime":308.88,"body":"that was one of the first"},{"speaker":"Greg Rich","startTime":308.88,"endTime":311.76,"body":"things. So I was exposed to what"},{"speaker":"Greg Rich","startTime":308.88,"endTime":311.76,"body":"it was like running a company,"},{"speaker":"Greg Rich","startTime":311.76,"endTime":314.64,"body":"as opposed to working for one,"},{"speaker":"Greg Rich","startTime":311.76,"endTime":314.64,"body":"all our did work, you know, in"},{"speaker":"Greg Rich","startTime":314.64,"endTime":319.35,"body":"the public private sector for"},{"speaker":"Greg Rich","startTime":314.64,"endTime":319.35,"body":"good 15 years, they owned a"},{"speaker":"Greg Rich","startTime":319.35,"endTime":321.96,"body":"residential home, which was, you"},{"speaker":"Greg Rich","startTime":319.35,"endTime":321.96,"body":"know, a home home for the"},{"speaker":"Greg Rich","startTime":321.96,"endTime":324.72,"body":"elderly, in a small town in"},{"speaker":"Greg Rich","startTime":321.96,"endTime":324.72,"body":"western Super Mare in the"},{"speaker":"Greg Rich","startTime":324.72,"endTime":327.33,"body":"southwest of England. So that"},{"speaker":"Greg Rich","startTime":324.72,"endTime":327.33,"body":"was the thing that kind of"},{"speaker":"Greg Rich","startTime":327.33,"endTime":330.42,"body":"exposed me to, you know,"},{"speaker":"Greg Rich","startTime":327.33,"endTime":330.42,"body":"customer care, generally, you"},{"speaker":"Greg Rich","startTime":330.42,"endTime":333.99,"body":"know, coming from that"},{"speaker":"Greg Rich","startTime":330.42,"endTime":333.99,"body":"environment. And then just the"},{"speaker":"Greg Rich","startTime":334.02,"endTime":337.68,"body":"just access to technology. You"},{"speaker":"Greg Rich","startTime":334.02,"endTime":337.68,"body":"know, when I first started in"},{"speaker":"Greg Rich","startTime":337.68,"endTime":341.04,"body":"the tech industry, there was no"},{"speaker":"Greg Rich","startTime":337.68,"endTime":341.04,"body":"Windows for Workgroups who were,"},{"speaker":"Greg Rich","startTime":341.07,"endTime":343.47,"body":"you know, DOS based Unix based"},{"speaker":"Greg Rich","startTime":341.07,"endTime":343.47,"body":"systems and, you know, the"},{"speaker":"Greg Rich","startTime":343.47,"endTime":347.55,"body":"technology just just flooded"},{"speaker":"Greg Rich","startTime":343.47,"endTime":347.55,"body":"over a period of five to 10"},{"speaker":"Greg Rich","startTime":347.58,"endTime":350.91,"body":"years. And I absolutely loved"},{"speaker":"Greg Rich","startTime":347.58,"endTime":350.91,"body":"it, I just couldn't get enough"},{"speaker":"Greg Rich","startTime":350.91,"endTime":353.58,"body":"of it. Myself and the other co"},{"speaker":"Greg Rich","startTime":350.91,"endTime":353.58,"body":"founder, Russ, you know, we met"},{"speaker":"Greg Rich","startTime":353.58,"endTime":357.12,"body":"very early in our careers, we"},{"speaker":"Greg Rich","startTime":353.58,"endTime":357.12,"body":"would be in the office all"},{"speaker":"Greg Rich","startTime":357.12,"endTime":360.81,"body":"weekend evenings, you know, just"},{"speaker":"Greg Rich","startTime":357.12,"endTime":360.81,"body":"tampering and playing, and just"},{"speaker":"Greg Rich","startTime":360.81,"endTime":363.81,"body":"working with the technology that"},{"speaker":"Greg Rich","startTime":360.81,"endTime":363.81,"body":"we had access to, to just learn"},{"speaker":"Greg Rich","startTime":363.84,"endTime":368.97,"body":"as much as we could. And then"},{"speaker":"Greg Rich","startTime":363.84,"endTime":368.97,"body":"you know, what 2000 2005 was"},{"speaker":"Greg Rich","startTime":368.97,"endTime":372.75,"body":"really, when kind of the SaaS or"},{"speaker":"Greg Rich","startTime":368.97,"endTime":372.75,"body":"On Demand, as we call it started"},{"speaker":"Greg Rich","startTime":372.75,"endTime":376.17,"body":"to take off, you know, online"},{"speaker":"Greg Rich","startTime":372.75,"endTime":376.17,"body":"banking salesforce.com, you"},{"speaker":"Greg Rich","startTime":376.17,"endTime":379.29,"body":"know, all these kind of web"},{"speaker":"Greg Rich","startTime":376.17,"endTime":379.29,"body":"based products emerged, and we"},{"speaker":"Greg Rich","startTime":379.29,"endTime":381.36,"body":"just saw an opportunity in a"},{"speaker":"Greg Rich","startTime":379.29,"endTime":381.36,"body":"market, you know, we've been"},{"speaker":"Greg Rich","startTime":381.36,"endTime":384.39,"body":"working in helpdesk environments"},{"speaker":"Greg Rich","startTime":381.36,"endTime":384.39,"body":"in service and support for about"},{"speaker":"Greg Rich","startTime":384.39,"endTime":387.09,"body":"10 years, you know, in 10,"},{"speaker":"Greg Rich","startTime":384.39,"endTime":387.09,"body":"different levels of the company,"},{"speaker":"Greg Rich","startTime":387.45,"endTime":391.47,"body":"but there just wasn't access to"},{"speaker":"Greg Rich","startTime":387.45,"endTime":391.47,"body":"any, you know, simple, easy to"},{"speaker":"Greg Rich","startTime":391.47,"endTime":396.57,"body":"use software for service teams,"},{"speaker":"Greg Rich","startTime":391.47,"endTime":396.57,"body":"it was, you know, as all BMC"},{"speaker":"Greg Rich","startTime":396.57,"endTime":400.5,"body":"and, and, you know, these large"},{"speaker":"Greg Rich","startTime":396.57,"endTime":400.5,"body":"HP, CA, you know, all these big"},{"speaker":"Greg Rich","startTime":400.5,"endTime":404.19,"body":"enterprise systems. So we were,"},{"speaker":"Greg Rich","startTime":400.5,"endTime":404.19,"body":"we were obviously building"},{"speaker":"Greg Rich","startTime":404.19,"endTime":406.68,"body":"access databases and things like"},{"speaker":"Greg Rich","startTime":404.19,"endTime":406.68,"body":"that to kind of help us with"},{"speaker":"Greg Rich","startTime":406.68,"endTime":409.08,"body":"service and support and just an"},{"speaker":"Greg Rich","startTime":406.68,"endTime":409.08,"body":"opportunity to build something"},{"speaker":"Greg Rich","startTime":409.08,"endTime":411.99,"body":"using really modern technologies"},{"speaker":"Greg Rich","startTime":409.08,"endTime":411.99,"body":"that we could deploy easily"},{"speaker":"Greg Rich","startTime":412.65,"endTime":414.75,"body":"their economies of scale,"},{"speaker":"Greg Rich","startTime":412.65,"endTime":414.75,"body":"because we're going to have"},{"speaker":"Greg Rich","startTime":414.75,"endTime":417.15,"body":"everybody accessing the same"},{"speaker":"Greg Rich","startTime":414.75,"endTime":417.15,"body":"source code, which again, was"},{"speaker":"Greg Rich","startTime":417.15,"endTime":420.24,"body":"really unique at the time. So"},{"speaker":"Greg Rich","startTime":417.15,"endTime":420.24,"body":"there was no, you know, sending"},{"speaker":"Greg Rich","startTime":420.24,"endTime":422.76,"body":"out CDs to customers to do"},{"speaker":"Greg Rich","startTime":420.24,"endTime":422.76,"body":"upgrades, we could just update"},{"speaker":"Greg Rich","startTime":422.76,"endTime":425.79,"body":"one system, and everybody had"},{"speaker":"Greg Rich","startTime":422.76,"endTime":425.79,"body":"access to the latest version,"},{"speaker":"Greg Rich","startTime":425.79,"endTime":428.37,"body":"we're just so saw so many"},{"speaker":"Greg Rich","startTime":425.79,"endTime":428.37,"body":"opportunities. So I think it's"},{"speaker":"Greg Rich","startTime":428.37,"endTime":431.01,"body":"just a accumulation of all of"},{"speaker":"Greg Rich","startTime":428.37,"endTime":431.01,"body":"those things that kind of came"},{"speaker":"Greg Rich","startTime":431.01,"endTime":435.0,"body":"together, you know, in a very"},{"speaker":"Greg Rich","startTime":431.01,"endTime":435.0,"body":"short period of time that that"},{"speaker":"Greg Rich","startTime":435.03,"endTime":436.92,"body":"gave us a competence to make"},{"speaker":"Greg Rich","startTime":435.03,"endTime":436.92,"body":"that leap."},{"speaker":"Matt Wolach","startTime":438.21,"endTime":441.18,"body":"Wow, what a cool"},{"speaker":"Matt Wolach","startTime":438.21,"endTime":441.18,"body":"story. And I love I love hearing"},{"speaker":"Matt Wolach","startTime":441.18,"endTime":444.51,"body":"about companies that came out of"},{"speaker":"Matt Wolach","startTime":441.18,"endTime":444.51,"body":"that early SAS era. That's where"},{"speaker":"Matt Wolach","startTime":444.51,"endTime":447.81,"body":"my first SaaS company was back"},{"speaker":"Matt Wolach","startTime":444.51,"endTime":447.81,"body":"in the mid 2000s. And it was"},{"speaker":"Matt Wolach","startTime":447.81,"endTime":452.13,"body":"such a such a wild west of sass"},{"speaker":"Matt Wolach","startTime":447.81,"endTime":452.13,"body":"back then everybody's trying to"},{"speaker":"Matt Wolach","startTime":452.13,"endTime":454.74,"body":"figure out everything on their"},{"speaker":"Matt Wolach","startTime":452.13,"endTime":454.74,"body":"own trying to understand exactly"},{"speaker":"Matt Wolach","startTime":454.74,"endTime":457.47,"body":"how they can do this thing is,"},{"speaker":"Matt Wolach","startTime":454.74,"endTime":457.47,"body":"it's so cool to hear that you"},{"speaker":"Matt Wolach","startTime":457.47,"endTime":460.56,"body":"guys have made it this far,"},{"speaker":"Matt Wolach","startTime":457.47,"endTime":460.56,"body":"almost 20 years. That's that's"},{"speaker":"Matt Wolach","startTime":460.56,"endTime":463.68,"body":"really fantastic. But I know"},{"speaker":"Matt Wolach","startTime":460.56,"endTime":463.68,"body":"that there's there's been some"},{"speaker":"Matt Wolach","startTime":463.68,"endTime":466.08,"body":"things that have happened along"},{"speaker":"Matt Wolach","startTime":463.68,"endTime":466.08,"body":"the way. One thing I want to ask"},{"speaker":"Matt Wolach","startTime":466.08,"endTime":468.42,"body":"you about, can you share a"},{"speaker":"Matt Wolach","startTime":466.08,"endTime":468.42,"body":"little bit with our audience,"},{"speaker":"Matt Wolach","startTime":468.42,"endTime":471.15,"body":"the incredible resilience and"},{"speaker":"Matt Wolach","startTime":468.42,"endTime":471.15,"body":"adaptability required to steer a"},{"speaker":"Matt Wolach","startTime":471.15,"endTime":474.84,"body":"business when a trusted partner"},{"speaker":"Matt Wolach","startTime":471.15,"endTime":474.84,"body":"steps back? Tell us a little"},{"speaker":"Matt Wolach","startTime":474.84,"endTime":474.93,"body":"bit?"},{"speaker":"Greg Rich","startTime":474.93,"endTime":477.18,"body":"Yeah, sure. So yeah,"},{"speaker":"Greg Rich","startTime":474.93,"endTime":477.18,"body":"you obviously referring to Russ,"},{"speaker":"Greg Rich","startTime":477.18,"endTime":479.64,"body":"so Ross had to leave the"},{"speaker":"Greg Rich","startTime":477.18,"endTime":479.64,"body":"business due to ill health back"},{"speaker":"Greg Rich","startTime":479.64,"endTime":484.86,"body":"in 2017. We'd both made the move"},{"speaker":"Greg Rich","startTime":479.64,"endTime":484.86,"body":"to the US by that point. So"},{"speaker":"Greg Rich","startTime":484.86,"endTime":487.02,"body":"we're based outside Boston,"},{"speaker":"Greg Rich","startTime":484.86,"endTime":487.02,"body":"Massachusetts. Now we weren't"},{"speaker":"Greg Rich","startTime":487.05,"endTime":492.99,"body":"rustlers as well. And, you know,"},{"speaker":"Greg Rich","startTime":487.05,"endTime":492.99,"body":"that was, is a difficult one, I"},{"speaker":"Greg Rich","startTime":492.99,"endTime":497.76,"body":"suppose. Like most things, may,"},{"speaker":"Greg Rich","startTime":492.99,"endTime":497.76,"body":"you know, you people react to"},{"speaker":"Greg Rich","startTime":497.76,"endTime":501.24,"body":"situations in different ways."},{"speaker":"Greg Rich","startTime":497.76,"endTime":501.24,"body":"Russ, and I've been working"},{"speaker":"Greg Rich","startTime":501.24,"endTime":504.21,"body":"together since we were like, 19"},{"speaker":"Greg Rich","startTime":501.24,"endTime":504.21,"body":"years old. So I mean, we've been"},{"speaker":"Greg Rich","startTime":504.21,"endTime":507.27,"body":"together for a long time. You"},{"speaker":"Greg Rich","startTime":504.21,"endTime":507.27,"body":"know, he's got parents by kids."},{"speaker":"Greg Rich","startTime":507.27,"endTime":509.61,"body":"And it's, you know, he's, you"},{"speaker":"Greg Rich","startTime":507.27,"endTime":509.61,"body":"know, he's been a very close"},{"speaker":"Greg Rich","startTime":509.61,"endTime":512.7,"body":"friend to me in the family for"},{"speaker":"Greg Rich","startTime":509.61,"endTime":512.7,"body":"for such a long period of time."},{"speaker":"Greg Rich","startTime":512.7,"endTime":514.65,"body":"So it wasn't just about moose,"},{"speaker":"Greg Rich","startTime":512.7,"endTime":514.65,"body":"losing your business partner, it"},{"speaker":"Greg Rich","startTime":514.65,"endTime":517.14,"body":"was kind of losing a best friend"},{"speaker":"Greg Rich","startTime":514.65,"endTime":517.14,"body":"at the same time, and we didn't"},{"speaker":"Greg Rich","startTime":517.14,"endTime":519.63,"body":"go away, you know, he's still,"},{"speaker":"Greg Rich","startTime":517.14,"endTime":519.63,"body":"fortunately really well and"},{"speaker":"Greg Rich","startTime":519.63,"endTime":522.99,"body":"healthy, which is great. But"},{"speaker":"Greg Rich","startTime":519.63,"endTime":522.99,"body":"obviously, stepping away from"},{"speaker":"Greg Rich","startTime":522.99,"endTime":526.23,"body":"the business was a big"},{"speaker":"Greg Rich","startTime":522.99,"endTime":526.23,"body":"challenge. I suppose first, it"},{"speaker":"Greg Rich","startTime":526.23,"endTime":529.44,"body":"was challenging, because I had"},{"speaker":"Greg Rich","startTime":526.23,"endTime":529.44,"body":"to take on his workload, you"},{"speaker":"Greg Rich","startTime":529.44,"endTime":532.23,"body":"know, the things that he was"},{"speaker":"Greg Rich","startTime":529.44,"endTime":532.23,"body":"doing for the business. And that"},{"speaker":"Greg Rich","startTime":532.23,"endTime":534.87,"body":"was hard. I was fortunate that I"},{"speaker":"Greg Rich","startTime":532.23,"endTime":534.87,"body":"had another trusted partner, my"},{"speaker":"Greg Rich","startTime":534.87,"endTime":537.54,"body":"wife stepped in and actually"},{"speaker":"Greg Rich","startTime":534.87,"endTime":537.54,"body":"helped alleviate some of that"},{"speaker":"Greg Rich","startTime":537.54,"endTime":540.21,"body":"and take some of that"},{"speaker":"Greg Rich","startTime":537.54,"endTime":540.21,"body":"responsibility on which we'll"},{"speaker":"Greg Rich","startTime":540.21,"endTime":543.54,"body":"choose gray. And then the other,"},{"speaker":"Greg Rich","startTime":540.21,"endTime":543.54,"body":"you know, was kind of, I"},{"speaker":"Greg Rich","startTime":543.54,"endTime":546.33,"body":"realized, after a short period"},{"speaker":"Greg Rich","startTime":543.54,"endTime":546.33,"body":"of time, I needed someone like"},{"speaker":"Greg Rich","startTime":546.33,"endTime":549.33,"body":"Russ around me to help challenge"},{"speaker":"Greg Rich","startTime":546.33,"endTime":549.33,"body":"me because Russ and I always"},{"speaker":"Greg Rich","startTime":549.33,"endTime":553.5,"body":"came at the problem in"},{"speaker":"Greg Rich","startTime":549.33,"endTime":553.5,"body":"completely different ways. And"},{"speaker":"Greg Rich","startTime":553.5,"endTime":555.96,"body":"we often had different, you"},{"speaker":"Greg Rich","startTime":553.5,"endTime":555.96,"body":"know, different ideas or"},{"speaker":"Greg Rich","startTime":555.96,"endTime":558.96,"body":"different opinions about how we"},{"speaker":"Greg Rich","startTime":555.96,"endTime":558.96,"body":"should solve it. And I think as"},{"speaker":"Greg Rich","startTime":558.96,"endTime":561.48,"body":"a result of that people who used"},{"speaker":"Greg Rich","startTime":558.96,"endTime":561.48,"body":"to observe us working together"},{"speaker":"Greg Rich","startTime":561.51,"endTime":564.33,"body":"said that actually, they could"},{"speaker":"Greg Rich","startTime":561.51,"endTime":564.33,"body":"see as being really beneficial"},{"speaker":"Greg Rich","startTime":564.33,"endTime":567.27,"body":"in generating an outcome that"},{"speaker":"Greg Rich","startTime":564.33,"endTime":567.27,"body":"was that was, you know, clearly"},{"speaker":"Greg Rich","startTime":567.27,"endTime":571.47,"body":"better than if we did come at it"},{"speaker":"Greg Rich","startTime":567.27,"endTime":571.47,"body":"on our own. So you know, that"},{"speaker":"Greg Rich","startTime":571.47,"endTime":573.72,"body":"that was something I realized"},{"speaker":"Greg Rich","startTime":571.47,"endTime":573.72,"body":"that I kind of needed I mean, I"},{"speaker":"Greg Rich","startTime":573.72,"endTime":576.9,"body":"did have a few people in the"},{"speaker":"Greg Rich","startTime":573.72,"endTime":576.9,"body":"business, our CFO, Andy is like"},{"speaker":"Greg Rich","startTime":576.9,"endTime":580.2,"body":"that, you know, but we do see"},{"speaker":"Greg Rich","startTime":576.9,"endTime":580.2,"body":"eye to eye more often than not,"},{"speaker":"Greg Rich","startTime":580.2,"endTime":583.65,"body":"so I need people that are gonna"},{"speaker":"Greg Rich","startTime":580.2,"endTime":583.65,"body":"challenge me. So, one of the"},{"speaker":"Greg Rich","startTime":583.65,"endTime":587.01,"body":"things I did having spoken to a"},{"speaker":"Greg Rich","startTime":583.65,"endTime":587.01,"body":"trusted advisor here in the"},{"speaker":"Greg Rich","startTime":587.01,"endTime":592.2,"body":"Boston ecosystem was join"},{"speaker":"Greg Rich","startTime":587.01,"endTime":592.2,"body":"Vistage, which is a CEO peer to"},{"speaker":"Greg Rich","startTime":592.2,"endTime":595.26,"body":"peer networking group. So I get"},{"speaker":"Greg Rich","startTime":592.2,"endTime":595.26,"body":"to meet with other CEOs once a"},{"speaker":"Greg Rich","startTime":595.26,"endTime":597.87,"body":"month that's about 12. If the"},{"speaker":"Greg Rich","startTime":595.26,"endTime":597.87,"body":"universe that meet for a day"},{"speaker":"Greg Rich","startTime":597.87,"endTime":600.42,"body":"session, we have a CEO coach"},{"speaker":"Greg Rich","startTime":597.87,"endTime":600.42,"body":"that kind of help mentor"},{"speaker":"Greg Rich","startTime":600.42,"endTime":603.42,"body":"essence, you know, whose serial"},{"speaker":"Greg Rich","startTime":600.42,"endTime":603.42,"body":"entrepreneur and has, you know,"},{"speaker":"Greg Rich","startTime":603.42,"endTime":607.11,"body":"got a lot of advice. And that's"},{"speaker":"Greg Rich","startTime":603.42,"endTime":607.11,"body":"a great place for me to go and"},{"speaker":"Greg Rich","startTime":607.11,"endTime":610.44,"body":"talk about either problems or,"},{"speaker":"Greg Rich","startTime":607.11,"endTime":610.44,"body":"you know, opportunities that may"},{"speaker":"Greg Rich","startTime":610.44,"endTime":613.47,"body":"be in front of me and to be"},{"speaker":"Greg Rich","startTime":610.44,"endTime":613.47,"body":"challenged. You know. And that"},{"speaker":"Greg Rich","startTime":613.47,"endTime":617.49,"body":"was a real eye opener for me, I"},{"speaker":"Greg Rich","startTime":613.47,"endTime":617.49,"body":"have to say, because, and I've"},{"speaker":"Greg Rich","startTime":617.49,"endTime":620.43,"body":"talked about this before, I"},{"speaker":"Greg Rich","startTime":617.49,"endTime":620.43,"body":"think, coming from the UK, to"},{"speaker":"Greg Rich","startTime":620.43,"endTime":625.17,"body":"the US, one of the things I"},{"speaker":"Greg Rich","startTime":620.43,"endTime":625.17,"body":"really love about the US"},{"speaker":"Greg Rich","startTime":625.17,"endTime":630.84,"body":"business culture is just the"},{"speaker":"Greg Rich","startTime":625.17,"endTime":630.84,"body":"sheer optimism and the drive and"},{"speaker":"Greg Rich","startTime":630.84,"endTime":633.45,"body":"the energy that a lot of people"},{"speaker":"Greg Rich","startTime":630.84,"endTime":633.45,"body":"put into their organizations."},{"speaker":"Greg Rich","startTime":633.48,"endTime":637.23,"body":"And people say the British are"},{"speaker":"Greg Rich","startTime":633.48,"endTime":637.23,"body":"very reserved, and we are and"},{"speaker":"Greg Rich","startTime":637.23,"endTime":639.6,"body":"you know, I certainly in the"},{"speaker":"Greg Rich","startTime":637.23,"endTime":639.6,"body":"southwest of England, where I"},{"speaker":"Greg Rich","startTime":639.6,"endTime":642.54,"body":"was living, I didn't really have"},{"speaker":"Greg Rich","startTime":639.6,"endTime":642.54,"body":"that around me. People don't"},{"speaker":"Greg Rich","startTime":642.54,"endTime":645.63,"body":"think like that they didn't talk"},{"speaker":"Greg Rich","startTime":642.54,"endTime":645.63,"body":"like that. And actually working"},{"speaker":"Greg Rich","startTime":645.63,"endTime":648.45,"body":"in a room with CEOs that you"},{"speaker":"Greg Rich","startTime":645.63,"endTime":648.45,"body":"know, that all have that same"},{"speaker":"Greg Rich","startTime":648.45,"endTime":651.72,"body":"passion and drive to be"},{"speaker":"Greg Rich","startTime":648.45,"endTime":651.72,"body":"successful, actually, really"},{"speaker":"Greg Rich","startTime":651.93,"endTime":654.12,"body":"championed me. And it really"},{"speaker":"Greg Rich","startTime":651.93,"endTime":654.12,"body":"made me think about the"},{"speaker":"Greg Rich","startTime":654.12,"endTime":656.55,"body":"opportunity that laid in front"},{"speaker":"Greg Rich","startTime":654.12,"endTime":656.55,"body":"of me, and you know, what this"},{"speaker":"Greg Rich","startTime":656.55,"endTime":661.05,"body":"company could be. So that was,"},{"speaker":"Greg Rich","startTime":656.55,"endTime":661.05,"body":"it was a very difficult and"},{"speaker":"Greg Rich","startTime":661.08,"endTime":663.48,"body":"don't get me wrong, this didn't"},{"speaker":"Greg Rich","startTime":661.08,"endTime":663.48,"body":"happen here. And I probably"},{"speaker":"Greg Rich","startTime":663.48,"endTime":665.91,"body":"spent maybe a year or two years"},{"speaker":"Greg Rich","startTime":663.48,"endTime":665.91,"body":"going through this transition"},{"speaker":"Greg Rich","startTime":665.91,"endTime":669.48,"body":"after Ross left, because it was"},{"speaker":"Greg Rich","startTime":665.91,"endTime":669.48,"body":"very difficult mentally"},{"speaker":"Greg Rich","startTime":669.51,"endTime":673.17,"body":"difficult to go through. But I"},{"speaker":"Greg Rich","startTime":669.51,"endTime":673.17,"body":"was just fortunate, I have a lot"},{"speaker":"Greg Rich","startTime":673.17,"endTime":675.63,"body":"of really good people around me"},{"speaker":"Greg Rich","startTime":673.17,"endTime":675.63,"body":"that kind of, you know, I could"},{"speaker":"Greg Rich","startTime":675.63,"endTime":677.49,"body":"lean on to help me through that"},{"speaker":"Greg Rich","startTime":675.63,"endTime":677.49,"body":"process."},{"speaker":"Matt Wolach","startTime":678.36,"endTime":680.04,"body":"That's so cool."},{"speaker":"Matt Wolach","startTime":678.36,"endTime":680.04,"body":"Having those people there is"},{"speaker":"Matt Wolach","startTime":680.04,"endTime":683.94,"body":"absolutely critical. I've felt"},{"speaker":"Matt Wolach","startTime":680.04,"endTime":683.94,"body":"that in my career as well. And"},{"speaker":"Matt Wolach","startTime":683.94,"endTime":687.09,"body":"you guys are doing great stuff,"},{"speaker":"Matt Wolach","startTime":683.94,"endTime":687.09,"body":"helping people provide much"},{"speaker":"Matt Wolach","startTime":687.09,"endTime":690.51,"body":"better customer service to their"},{"speaker":"Matt Wolach","startTime":687.09,"endTime":690.51,"body":"clients and their customers. But"},{"speaker":"Matt Wolach","startTime":690.51,"endTime":693.9,"body":"can you tell us, what are some"},{"speaker":"Matt Wolach","startTime":690.51,"endTime":693.9,"body":"of the benefits that the great"},{"speaker":"Matt Wolach","startTime":693.9,"endTime":695.79,"body":"customer service can bring?"},{"speaker":"Greg Rich","startTime":697.17,"endTime":699.6,"body":"So really, we talk"},{"speaker":"Greg Rich","startTime":697.17,"endTime":699.6,"body":"about customers, we've talked"},{"speaker":"Greg Rich","startTime":699.6,"endTime":703.05,"body":"about customer experiences, kind"},{"speaker":"Greg Rich","startTime":699.6,"endTime":703.05,"body":"of the overall or overarching"},{"speaker":"Greg Rich","startTime":703.05,"endTime":708.18,"body":"thing that really drives, you"},{"speaker":"Greg Rich","startTime":703.05,"endTime":708.18,"body":"know, business benefits and"},{"speaker":"Greg Rich","startTime":708.18,"endTime":710.49,"body":"services support is one part of"},{"speaker":"Greg Rich","startTime":708.18,"endTime":710.49,"body":"that, obviously, the other part"},{"speaker":"Greg Rich","startTime":710.49,"endTime":713.43,"body":"of that is customer success. You"},{"speaker":"Greg Rich","startTime":710.49,"endTime":713.43,"body":"know, we talk about customer"},{"speaker":"Greg Rich","startTime":713.43,"endTime":716.13,"body":"service being the reactive side"},{"speaker":"Greg Rich","startTime":713.43,"endTime":716.13,"body":"of the business, you know,"},{"speaker":"Greg Rich","startTime":716.13,"endTime":718.95,"body":"people have problems, things"},{"speaker":"Greg Rich","startTime":716.13,"endTime":718.95,"body":"happen. You know, there are"},{"speaker":"Greg Rich","startTime":718.98,"endTime":722.34,"body":"there are problems that occur,"},{"speaker":"Greg Rich","startTime":718.98,"endTime":722.34,"body":"or people have requests and, you"},{"speaker":"Greg Rich","startTime":722.34,"endTime":725.49,"body":"know, you've service and support"},{"speaker":"Greg Rich","startTime":722.34,"endTime":725.49,"body":"team are there to react to those"},{"speaker":"Greg Rich","startTime":725.64,"endTime":729.48,"body":"incoming inquiries. And then the"},{"speaker":"Greg Rich","startTime":725.64,"endTime":729.48,"body":"customer success team, more"},{"speaker":"Greg Rich","startTime":729.48,"endTime":732.18,"body":"proactive, you know, they are"},{"speaker":"Greg Rich","startTime":729.48,"endTime":732.18,"body":"managing the relationship with"},{"speaker":"Greg Rich","startTime":732.18,"endTime":734.19,"body":"the customer, making sure the"},{"speaker":"Greg Rich","startTime":732.18,"endTime":734.19,"body":"customers are getting the best"},{"speaker":"Greg Rich","startTime":734.19,"endTime":737.67,"body":"value of your products and"},{"speaker":"Greg Rich","startTime":734.19,"endTime":737.67,"body":"services and so on. And it's a"},{"speaker":"Greg Rich","startTime":737.67,"endTime":739.59,"body":"combination of those two things"},{"speaker":"Greg Rich","startTime":737.67,"endTime":739.59,"body":"to create the customer"},{"speaker":"Greg Rich","startTime":739.59,"endTime":742.59,"body":"experience. So when we think"},{"speaker":"Greg Rich","startTime":739.59,"endTime":742.59,"body":"about customer experience is"},{"speaker":"Greg Rich","startTime":742.59,"endTime":747.15,"body":"really, you know, it's a, up"},{"speaker":"Greg Rich","startTime":742.59,"endTime":747.15,"body":"until a few years ago, it was"},{"speaker":"Greg Rich","startTime":747.18,"endTime":749.52,"body":"kind of considered maybe a cost"},{"speaker":"Greg Rich","startTime":747.18,"endTime":749.52,"body":"center for a lot of"},{"speaker":"Greg Rich","startTime":749.52,"endTime":753.48,"body":"organizations, but there's been"},{"speaker":"Greg Rich","startTime":749.52,"endTime":753.48,"body":"a definite trend more lately, to"},{"speaker":"Greg Rich","startTime":753.48,"endTime":756.78,"body":"see that to understand that"},{"speaker":"Greg Rich","startTime":753.48,"endTime":756.78,"body":"customer service and customer"},{"speaker":"Greg Rich","startTime":756.78,"endTime":759.3,"body":"experience actually has an"},{"speaker":"Greg Rich","startTime":756.78,"endTime":759.3,"body":"impact on the bottom line, you"},{"speaker":"Greg Rich","startTime":759.3,"endTime":763.83,"body":"know, it has the story is I"},{"speaker":"Greg Rich","startTime":759.3,"endTime":763.83,"body":"suppose happy customers or loyal"},{"speaker":"Greg Rich","startTime":763.83,"endTime":765.9,"body":"customers. And of course, that's"},{"speaker":"Greg Rich","startTime":763.83,"endTime":765.9,"body":"an important from a retention"},{"speaker":"Greg Rich","startTime":765.9,"endTime":768.72,"body":"perspective, when you're"},{"speaker":"Greg Rich","startTime":765.9,"endTime":768.72,"body":"actually providing a service or"},{"speaker":"Greg Rich","startTime":768.72,"endTime":772.89,"body":"product to a group of customers."},{"speaker":"Greg Rich","startTime":768.72,"endTime":772.89,"body":"You know, it has a big impact on"},{"speaker":"Greg Rich","startTime":772.89,"endTime":775.05,"body":"the renewals. So there and we"},{"speaker":"Greg Rich","startTime":772.89,"endTime":775.05,"body":"will, you know, everybody knows"},{"speaker":"Greg Rich","startTime":775.05,"endTime":777.36,"body":"what the statistic is, you know,"},{"speaker":"Greg Rich","startTime":775.05,"endTime":777.36,"body":"it's much easier to keep a"},{"speaker":"Greg Rich","startTime":777.36,"endTime":781.2,"body":"customer than it is to get a new"},{"speaker":"Greg Rich","startTime":777.36,"endTime":781.2,"body":"customer. So obviously,"},{"speaker":"Greg Rich","startTime":781.2,"endTime":784.38,"body":"retention is a big thing for a"},{"speaker":"Greg Rich","startTime":781.2,"endTime":784.38,"body":"lot of organizations. But of"},{"speaker":"Greg Rich","startTime":784.38,"endTime":787.2,"body":"course, if it's done right, it"},{"speaker":"Greg Rich","startTime":784.38,"endTime":787.2,"body":"builds efficacy as well with the"},{"speaker":"Greg Rich","startTime":787.2,"endTime":790.17,"body":"customer base. And that actually"},{"speaker":"Greg Rich","startTime":787.2,"endTime":790.17,"body":"drives revenue. You know, now"},{"speaker":"Greg Rich","startTime":790.17,"endTime":792.33,"body":"you're talking about customers"},{"speaker":"Greg Rich","startTime":790.17,"endTime":792.33,"body":"that, you know, they're going"},{"speaker":"Greg Rich","startTime":792.33,"endTime":795.09,"body":"to, obviously, they're going to"},{"speaker":"Greg Rich","startTime":792.33,"endTime":795.09,"body":"do case studies, testimonials,"},{"speaker":"Greg Rich","startTime":795.3,"endTime":797.52,"body":"but they're also going to start"},{"speaker":"Greg Rich","startTime":795.3,"endTime":797.52,"body":"filling your reviews on websites"},{"speaker":"Greg Rich","startTime":797.52,"endTime":802.26,"body":"and be more publicly, you know,"},{"speaker":"Greg Rich","startTime":797.52,"endTime":802.26,"body":"announcing what it is that your"},{"speaker":"Greg Rich","startTime":802.26,"endTime":804.93,"body":"company does for them. And that"},{"speaker":"Greg Rich","startTime":802.26,"endTime":804.93,"body":"has a big impact on how you can"},{"speaker":"Greg Rich","startTime":804.93,"endTime":807.24,"body":"leverage that relationship with"},{"speaker":"Greg Rich","startTime":804.93,"endTime":807.24,"body":"those customers to drive new"},{"speaker":"Greg Rich","startTime":807.24,"endTime":810.06,"body":"business. So, you know, the"},{"speaker":"Greg Rich","startTime":807.24,"endTime":810.06,"body":"actual experience that the"},{"speaker":"Greg Rich","startTime":810.06,"endTime":813.42,"body":"customer has in dealing with you"},{"speaker":"Greg Rich","startTime":810.06,"endTime":813.42,"body":"as an organization has now you"},{"speaker":"Greg Rich","startTime":813.42,"endTime":816.51,"body":"know, like I said is a growth"},{"speaker":"Greg Rich","startTime":813.42,"endTime":816.51,"body":"driver and organizations are"},{"speaker":"Greg Rich","startTime":816.51,"endTime":817.5,"body":"starting to realize that"},{"speaker":"Intro/ Outro","startTime":818.97,"endTime":822.72,"body":"we'll be right"},{"speaker":"Intro/ Outro","startTime":818.97,"endTime":822.72,"body":"back. Scale Your SaaS is"},{"speaker":"Intro/ Outro","startTime":822.72,"endTime":823.77,"body":"supported by Torowave."},{"speaker":"Matt Wolach","startTime":826.62,"endTime":828.66,"body":"Lots of software"},{"speaker":"Matt Wolach","startTime":826.62,"endTime":828.66,"body":"leaders I talked to are looking"},{"speaker":"Matt Wolach","startTime":828.66,"endTime":832.08,"body":"to scale their SaaS and I keep"},{"speaker":"Matt Wolach","startTime":828.66,"endTime":832.08,"body":"hearing over and over about one"},{"speaker":"Matt Wolach","startTime":832.08,"endTime":835.41,"body":"major struggle getting ghosted"},{"speaker":"Matt Wolach","startTime":832.08,"endTime":835.41,"body":"by buyers after the demo. How"},{"speaker":"Matt Wolach","startTime":835.41,"endTime":838.38,"body":"frustrating is it when you have"},{"speaker":"Matt Wolach","startTime":835.41,"endTime":838.38,"body":"a great demo? You're feeling"},{"speaker":"Matt Wolach","startTime":838.38,"endTime":842.22,"body":"good they like it, it seems like"},{"speaker":"Matt Wolach","startTime":838.38,"endTime":842.22,"body":"a done deal and then crickets"},{"speaker":"Matt Wolach","startTime":842.25,"endTime":845.31,"body":"nothing reach out they're not"},{"speaker":"Matt Wolach","startTime":842.25,"endTime":845.31,"body":"responding to you at all. And"},{"speaker":"Matt Wolach","startTime":845.31,"endTime":848.34,"body":"when these software companies"},{"speaker":"Matt Wolach","startTime":845.31,"endTime":848.34,"body":"they asked me to dive in, I"},{"speaker":"Matt Wolach","startTime":848.34,"endTime":851.88,"body":"noticed that the sellers are"},{"speaker":"Matt Wolach","startTime":848.34,"endTime":851.88,"body":"following up the wrong way or"},{"speaker":"Matt Wolach","startTime":851.88,"endTime":854.58,"body":"actually I should say with the"},{"speaker":"Matt Wolach","startTime":851.88,"endTime":854.58,"body":"wrong medium. What they're doing"},{"speaker":"Matt Wolach","startTime":854.58,"endTime":857.76,"body":"is they're hammering emails over"},{"speaker":"Matt Wolach","startTime":854.58,"endTime":857.76,"body":"and over again. I got a"},{"speaker":"Matt Wolach","startTime":857.76,"endTime":860.88,"body":"newsflash for you email"},{"speaker":"Matt Wolach","startTime":857.76,"endTime":860.88,"body":"effectiveness is dwindling down"},{"speaker":"Matt Wolach","startTime":860.88,"endTime":864.06,"body":"and down every year so why beat"},{"speaker":"Matt Wolach","startTime":860.88,"endTime":864.06,"body":"your head against the wall"},{"speaker":"Matt Wolach","startTime":864.06,"endTime":868.41,"body":"losing all kinds of business"},{"speaker":"Matt Wolach","startTime":864.06,"endTime":868.41,"body":"start texting mixing texts along"},{"speaker":"Matt Wolach","startTime":868.41,"endTime":872.01,"body":"with emails and calls and watch"},{"speaker":"Matt Wolach","startTime":868.41,"endTime":872.01,"body":"your conversion rates go up in"},{"speaker":"Matt Wolach","startTime":872.01,"endTime":875.94,"body":"fact conversion rates go up by"},{"speaker":"Matt Wolach","startTime":872.01,"endTime":875.94,"body":"about 50% When you use texting"},{"speaker":"Matt Wolach","startTime":875.97,"endTime":879.18,"body":"as part of the follow up people"},{"speaker":"Matt Wolach","startTime":875.97,"endTime":879.18,"body":"are used to it and did you know"},{"speaker":"Matt Wolach","startTime":879.18,"endTime":886.47,"body":"though response rate on text is"},{"speaker":"Matt Wolach","startTime":879.18,"endTime":886.47,"body":"98% 98% So why throw emails into"},{"speaker":"Matt Wolach","startTime":886.47,"endTime":888.93,"body":"a black hole knowing that"},{"speaker":"Matt Wolach","startTime":886.47,"endTime":888.93,"body":"they're never gonna get returned"},{"speaker":"Matt Wolach","startTime":888.96,"endTime":891.87,"body":"text buyers and get results but"},{"speaker":"Matt Wolach","startTime":888.96,"endTime":891.87,"body":"don't use your own phone all"},{"speaker":"Matt Wolach","startTime":891.87,"endTime":895.05,"body":"kinds of security and compliance"},{"speaker":"Matt Wolach","startTime":891.87,"endTime":895.05,"body":"issues if you do also none of"},{"speaker":"Matt Wolach","startTime":895.05,"endTime":897.72,"body":"that data is with your company."},{"speaker":"Matt Wolach","startTime":895.05,"endTime":897.72,"body":"That's not good. Instead use"},{"speaker":"Matt Wolach","startTime":897.72,"endTime":900.84,"body":"this system Torowave Torowave is"},{"speaker":"Matt Wolach","startTime":897.72,"endTime":900.84,"body":"designed lane for sales, it"},{"speaker":"Matt Wolach","startTime":900.84,"endTime":903.81,"body":"makes texting with buyers super"},{"speaker":"Matt Wolach","startTime":900.84,"endTime":903.81,"body":"simple and fast and it helps"},{"speaker":"Matt Wolach","startTime":903.81,"endTime":907.59,"body":"drive more deals, deals that"},{"speaker":"Matt Wolach","startTime":903.81,"endTime":907.59,"body":"you've been losing until now for"},{"speaker":"Matt Wolach","startTime":907.59,"endTime":911.19,"body":"being a listener, you get 50%"},{"speaker":"Matt Wolach","startTime":907.59,"endTime":911.19,"body":"off your first month of using"},{"speaker":"Matt Wolach","startTime":911.19,"endTime":916.8,"body":"Toro away 50% off, just go to"},{"speaker":"Matt Wolach","startTime":911.19,"endTime":916.8,"body":"Toro wave.com/scale It's t o r o"},{"speaker":"Matt Wolach","startTime":916.89,"endTime":921.51,"body":"wav.com/scale get signed up and"},{"speaker":"Matt Wolach","startTime":916.89,"endTime":921.51,"body":"start winning more deals like"},{"speaker":"Matt Wolach","startTime":921.51,"endTime":926.85,"body":"Tracy who closed $170,000 In"},{"speaker":"Matt Wolach","startTime":921.51,"endTime":926.85,"body":"three days after starting again,"},{"speaker":"Matt Wolach","startTime":926.85,"endTime":932.01,"body":"go to Torowave.com/scale Catch"},{"speaker":"Matt Wolach","startTime":926.85,"endTime":932.01,"body":"up and win by texting with poor"},{"speaker":"Matt Wolach","startTime":932.01,"endTime":932.25,"body":"wit."},{"speaker":"Matt Wolach","startTime":937.14,"endTime":938.4,"body":"And we're back."},{"speaker":"Matt Wolach","startTime":940.44,"endTime":943.17,"body":"Totally a growth driver, I love"},{"speaker":"Matt Wolach","startTime":940.44,"endTime":943.17,"body":"what you're saying about how the"},{"speaker":"Matt Wolach","startTime":943.17,"endTime":948.36,"body":"best customer service generates"},{"speaker":"Matt Wolach","startTime":943.17,"endTime":948.36,"body":"great raving fans of customers,"},{"speaker":"Matt Wolach","startTime":948.36,"endTime":950.52,"body":"they go out and tell others,"},{"speaker":"Matt Wolach","startTime":948.36,"endTime":950.52,"body":"they post reviews, they send"},{"speaker":"Matt Wolach","startTime":950.52,"endTime":953.52,"body":"referrals. It's amazing what it"},{"speaker":"Matt Wolach","startTime":950.52,"endTime":953.52,"body":"can do when you're actually"},{"speaker":"Matt Wolach","startTime":953.52,"endTime":957.93,"body":"taking great care of your of"},{"speaker":"Matt Wolach","startTime":953.52,"endTime":957.93,"body":"your customers. Flipping Out"},{"speaker":"Matt Wolach","startTime":957.93,"endTime":960.39,"body":"What are some of the mistakes"},{"speaker":"Matt Wolach","startTime":957.93,"endTime":960.39,"body":"that a lot of software companies"},{"speaker":"Matt Wolach","startTime":960.39,"endTime":962.61,"body":"are making regarding customer"},{"speaker":"Matt Wolach","startTime":960.39,"endTime":962.61,"body":"support?"},{"speaker":"Greg Rich","startTime":963.78,"endTime":967.44,"body":"I think where we see,"},{"speaker":"Greg Rich","startTime":963.78,"endTime":967.44,"body":"when customers come to us, you"},{"speaker":"Greg Rich","startTime":967.44,"endTime":969.87,"body":"know, we're kind of a mid market"},{"speaker":"Greg Rich","startTime":967.44,"endTime":969.87,"body":"solution. So a lot of"},{"speaker":"Greg Rich","startTime":969.87,"endTime":972.96,"body":"organizations have already got a"},{"speaker":"Greg Rich","startTime":969.87,"endTime":972.96,"body":"solution in place, you know, an"},{"speaker":"Greg Rich","startTime":972.96,"endTime":975.51,"body":"entry level solution, or maybe"},{"speaker":"Greg Rich","startTime":972.96,"endTime":975.51,"body":"you know, homegrown solution."},{"speaker":"Greg Rich","startTime":975.54,"endTime":978.84,"body":"And the biggest challenge"},{"speaker":"Greg Rich","startTime":975.54,"endTime":978.84,"body":"they're facing is like the data,"},{"speaker":"Greg Rich","startTime":978.87,"endTime":982.05,"body":"you know, understanding the"},{"speaker":"Greg Rich","startTime":978.87,"endTime":982.05,"body":"data, we're we're in it for"},{"speaker":"Greg Rich","startTime":982.05,"endTime":986.76,"body":"practitioner. So you know,"},{"speaker":"Greg Rich","startTime":982.05,"endTime":986.76,"body":"whilst we don't push ITIL on to"},{"speaker":"Greg Rich","startTime":986.76,"endTime":989.13,"body":"all customers, we do believe"},{"speaker":"Greg Rich","startTime":986.76,"endTime":989.13,"body":"that there are things within"},{"speaker":"Greg Rich","startTime":989.13,"endTime":991.38,"body":"that framework and ITIL for"},{"speaker":"Greg Rich","startTime":989.13,"endTime":991.38,"body":"people who don't know is like a"},{"speaker":"Greg Rich","startTime":991.38,"endTime":993.9,"body":"service management or customer"},{"speaker":"Greg Rich","startTime":991.38,"endTime":993.9,"body":"services management framework"},{"speaker":"Greg Rich","startTime":993.99,"endTime":996.09,"body":"that talks about best practice"},{"speaker":"Greg Rich","startTime":993.99,"endTime":996.09,"body":"when actually leads, you know,"},{"speaker":"Greg Rich","startTime":996.87,"endTime":1000.68,"body":"developing and deploying service"},{"speaker":"Greg Rich","startTime":996.87,"endTime":1000.68,"body":"and support solutions, not just"},{"speaker":"Greg Rich","startTime":1000.68,"endTime":1004.13,"body":"in it or customer services, but"},{"speaker":"Greg Rich","startTime":1000.68,"endTime":1004.13,"body":"any service solution HR"},{"speaker":"Greg Rich","startTime":1004.13,"endTime":1006.71,"body":"facilities, financial, anybody"},{"speaker":"Greg Rich","startTime":1004.13,"endTime":1006.71,"body":"who's providing a service can"},{"speaker":"Greg Rich","startTime":1006.71,"endTime":1010.43,"body":"make use of some of the the"},{"speaker":"Greg Rich","startTime":1006.71,"endTime":1010.43,"body":"things within the ITIL"},{"speaker":"Greg Rich","startTime":1010.43,"endTime":1013.37,"body":"framework. And what that talks"},{"speaker":"Greg Rich","startTime":1010.43,"endTime":1013.37,"body":"about is continued service"},{"speaker":"Greg Rich","startTime":1013.37,"endTime":1016.31,"body":"improvement, you know, you can't"},{"speaker":"Greg Rich","startTime":1013.37,"endTime":1016.31,"body":"just set a service desk up or"},{"speaker":"Greg Rich","startTime":1016.31,"endTime":1018.74,"body":"helpdesk and say, right, we're"},{"speaker":"Greg Rich","startTime":1016.31,"endTime":1018.74,"body":"done, like, let's just stop"},{"speaker":"Greg Rich","startTime":1018.74,"endTime":1022.22,"body":"providing service and support to"},{"speaker":"Greg Rich","startTime":1018.74,"endTime":1022.22,"body":"people. And as organizations"},{"speaker":"Greg Rich","startTime":1022.22,"endTime":1025.52,"body":"scale. You know, if you think of"},{"speaker":"Greg Rich","startTime":1022.22,"endTime":1025.52,"body":"small organization where it's"},{"speaker":"Greg Rich","startTime":1025.52,"endTime":1027.53,"body":"two or three on a helpdesk, you"},{"speaker":"Greg Rich","startTime":1025.52,"endTime":1027.53,"body":"know, they're, they're"},{"speaker":"Greg Rich","startTime":1027.53,"endTime":1029.93,"body":"constantly receiving calls, and"},{"speaker":"Greg Rich","startTime":1027.53,"endTime":1029.93,"body":"they're kind of listening and"},{"speaker":"Greg Rich","startTime":1029.93,"endTime":1032.57,"body":"learning as they go. And they're"},{"speaker":"Greg Rich","startTime":1029.93,"endTime":1032.57,"body":"starting to realize, well, we"},{"speaker":"Greg Rich","startTime":1032.57,"endTime":1034.61,"body":"keep getting asked the same"},{"speaker":"Greg Rich","startTime":1032.57,"endTime":1034.61,"body":"question password resets or"},{"speaker":"Greg Rich","startTime":1034.61,"endTime":1036.92,"body":"whatever it might be, let's,"},{"speaker":"Greg Rich","startTime":1034.61,"endTime":1036.92,"body":"let's think about a way that we"},{"speaker":"Greg Rich","startTime":1036.92,"endTime":1040.25,"body":"can make that easier. And so we"},{"speaker":"Greg Rich","startTime":1036.92,"endTime":1040.25,"body":"stopped getting those calls in,"},{"speaker":"Greg Rich","startTime":1040.52,"endTime":1043.85,"body":"but as as the organization"},{"speaker":"Greg Rich","startTime":1040.52,"endTime":1043.85,"body":"scale, and you've got 20 3040,"},{"speaker":"Greg Rich","startTime":1043.85,"endTime":1048.02,"body":"people, you know, managing, you"},{"speaker":"Greg Rich","startTime":1043.85,"endTime":1048.02,"body":"know, a large support team that"},{"speaker":"Greg Rich","startTime":1048.02,"endTime":1051.08,"body":"stops you don't get that kind"},{"speaker":"Greg Rich","startTime":1048.02,"endTime":1051.08,"body":"of, you know, access to that"},{"speaker":"Greg Rich","startTime":1051.5,"endTime":1055.73,"body":"information. So it's really"},{"speaker":"Greg Rich","startTime":1051.5,"endTime":1055.73,"body":"important to build a service"},{"speaker":"Greg Rich","startTime":1055.73,"endTime":1059.57,"body":"management platform that allows"},{"speaker":"Greg Rich","startTime":1055.73,"endTime":1059.57,"body":"you to categorize, capture"},{"speaker":"Greg Rich","startTime":1059.6,"endTime":1063.38,"body":"record information in the right"},{"speaker":"Greg Rich","startTime":1059.6,"endTime":1063.38,"body":"way. Be able to understand the"},{"speaker":"Greg Rich","startTime":1063.38,"endTime":1065.72,"body":"activity that takes place and"},{"speaker":"Greg Rich","startTime":1063.38,"endTime":1065.72,"body":"the interactions with those"},{"speaker":"Greg Rich","startTime":1065.72,"endTime":1069.68,"body":"customers. Look at the solutions"},{"speaker":"Greg Rich","startTime":1065.72,"endTime":1069.68,"body":"that come out at the end, and"},{"speaker":"Greg Rich","startTime":1069.68,"endTime":1072.47,"body":"then go back and analyze that"},{"speaker":"Greg Rich","startTime":1069.68,"endTime":1072.47,"body":"periodically to say, Well, where"},{"speaker":"Greg Rich","startTime":1072.47,"endTime":1074.99,"body":"can we look for service"},{"speaker":"Greg Rich","startTime":1072.47,"endTime":1074.99,"body":"improvements? How can we be more"},{"speaker":"Greg Rich","startTime":1074.99,"endTime":1077.48,"body":"efficient, the way that we"},{"speaker":"Greg Rich","startTime":1074.99,"endTime":1077.48,"body":"provide service? Can we take"},{"speaker":"Greg Rich","startTime":1077.48,"endTime":1079.82,"body":"that time to resolution and"},{"speaker":"Greg Rich","startTime":1077.48,"endTime":1079.82,"body":"reduce it down because there are"},{"speaker":"Greg Rich","startTime":1079.82,"endTime":1081.86,"body":"too many touchpoints along the"},{"speaker":"Greg Rich","startTime":1079.82,"endTime":1081.86,"body":"way thinking about customer"},{"speaker":"Greg Rich","startTime":1081.86,"endTime":1085.22,"body":"journeys, for example, are we"},{"speaker":"Greg Rich","startTime":1081.86,"endTime":1085.22,"body":"finding we are actually getting"},{"speaker":"Greg Rich","startTime":1085.22,"endTime":1087.62,"body":"the same types of requesting for"},{"speaker":"Greg Rich","startTime":1085.22,"endTime":1087.62,"body":"the team Hello information. And"},{"speaker":"Greg Rich","startTime":1087.62,"endTime":1090.26,"body":"actually, we build a knowledge"},{"speaker":"Greg Rich","startTime":1087.62,"endTime":1090.26,"body":"base article. Or if we actually"},{"speaker":"Greg Rich","startTime":1090.26,"endTime":1093.98,"body":"go and fix something over here,"},{"speaker":"Greg Rich","startTime":1090.26,"endTime":1093.98,"body":"that will go away. And you know,"},{"speaker":"Greg Rich","startTime":1094.01,"endTime":1097.22,"body":"we also talked about customer"},{"speaker":"Greg Rich","startTime":1094.01,"endTime":1097.22,"body":"service being very reactive,"},{"speaker":"Greg Rich","startTime":1097.46,"endTime":1100.55,"body":"there is an opportunity to think"},{"speaker":"Greg Rich","startTime":1097.46,"endTime":1100.55,"body":"about being proactive and"},{"speaker":"Greg Rich","startTime":1100.55,"endTime":1103.7,"body":"thinking about, you know, how"},{"speaker":"Greg Rich","startTime":1100.55,"endTime":1103.7,"body":"you can put solutions in place"},{"speaker":"Greg Rich","startTime":1103.7,"endTime":1106.82,"body":"that, that allow you to solve"},{"speaker":"Greg Rich","startTime":1103.7,"endTime":1106.82,"body":"those problems before they come"},{"speaker":"Greg Rich","startTime":1106.94,"endTime":1110.42,"body":"become problems. And, and again,"},{"speaker":"Greg Rich","startTime":1106.94,"endTime":1110.42,"body":"that has a big impact on"},{"speaker":"Greg Rich","startTime":1110.42,"endTime":1112.7,"body":"customer experience. Because if"},{"speaker":"Greg Rich","startTime":1110.42,"endTime":1112.7,"body":"they don't experience the"},{"speaker":"Greg Rich","startTime":1112.7,"endTime":1116.03,"body":"problem, then they they remain"},{"speaker":"Greg Rich","startTime":1112.7,"endTime":1116.03,"body":"happy. So it's, you know, so"},{"speaker":"Greg Rich","startTime":1116.03,"endTime":1118.37,"body":"those are the challenges that I"},{"speaker":"Greg Rich","startTime":1116.03,"endTime":1118.37,"body":"see most organizations is they"},{"speaker":"Greg Rich","startTime":1118.37,"endTime":1121.46,"body":"don't have a system that allows"},{"speaker":"Greg Rich","startTime":1118.37,"endTime":1121.46,"body":"them to capture the information"},{"speaker":"Greg Rich","startTime":1121.46,"endTime":1123.95,"body":"in an appropriate way that they"},{"speaker":"Greg Rich","startTime":1121.46,"endTime":1123.95,"body":"can probably properly analyze"},{"speaker":"Greg Rich","startTime":1123.95,"endTime":1125.99,"body":"it, and then make service"},{"speaker":"Greg Rich","startTime":1123.95,"endTime":1125.99,"body":"improvements based on the"},{"speaker":"Greg Rich","startTime":1125.99,"endTime":1126.8,"body":"information they have."},{"speaker":"Matt Wolach","startTime":1127.88,"endTime":1129.74,"body":"Yeah, I think"},{"speaker":"Matt Wolach","startTime":1127.88,"endTime":1129.74,"body":"that's fantastic. And when you"},{"speaker":"Matt Wolach","startTime":1129.74,"endTime":1132.98,"body":"can do that, and like you said,"},{"speaker":"Matt Wolach","startTime":1129.74,"endTime":1132.98,"body":"be proactive with your customer"},{"speaker":"Matt Wolach","startTime":1132.98,"endTime":1135.14,"body":"support. It's just amazing. What"},{"speaker":"Matt Wolach","startTime":1132.98,"endTime":1135.14,"body":"can happen. I've seen that"},{"speaker":"Matt Wolach","startTime":1135.14,"endTime":1138.68,"body":"happen in companies I've been in"},{"speaker":"Matt Wolach","startTime":1135.14,"endTime":1138.68,"body":"as well. Tell me, I want to"},{"speaker":"Matt Wolach","startTime":1138.68,"endTime":1141.65,"body":"understand, I mean, you guys"},{"speaker":"Matt Wolach","startTime":1138.68,"endTime":1141.65,"body":"have been doing this for quite a"},{"speaker":"Matt Wolach","startTime":1141.65,"endTime":1145.16,"body":"while now a lot of our audience"},{"speaker":"Matt Wolach","startTime":1141.65,"endTime":1145.16,"body":"are just getting started. So"},{"speaker":"Matt Wolach","startTime":1145.16,"endTime":1147.8,"body":"help me understand what your"},{"speaker":"Matt Wolach","startTime":1145.16,"endTime":1147.8,"body":"company's own start and growth."},{"speaker":"Matt Wolach","startTime":1147.98,"endTime":1150.98,"body":"What were some of the best"},{"speaker":"Matt Wolach","startTime":1147.98,"endTime":1150.98,"body":"things you did along the way in"},{"speaker":"Matt Wolach","startTime":1150.98,"endTime":1154.58,"body":"the early days that helped your"},{"speaker":"Matt Wolach","startTime":1150.98,"endTime":1154.58,"body":"company get to where it is now."},{"speaker":"Greg Rich","startTime":1155.93,"endTime":1160.64,"body":"So I think one of the"},{"speaker":"Greg Rich","startTime":1155.93,"endTime":1160.64,"body":"things for Ross, when Russ and I"},{"speaker":"Greg Rich","startTime":1160.64,"endTime":1162.59,"body":"started, I think one of the"},{"speaker":"Greg Rich","startTime":1160.64,"endTime":1162.59,"body":"things that I would probably"},{"speaker":"Greg Rich","startTime":1162.59,"endTime":1164.39,"body":"fall on the most is just"},{"speaker":"Greg Rich","startTime":1162.59,"endTime":1164.39,"body":"understanding where our"},{"speaker":"Greg Rich","startTime":1164.39,"endTime":1167.12,"body":"capabilities were, you know,"},{"speaker":"Greg Rich","startTime":1164.39,"endTime":1167.12,"body":"where our strengths and"},{"speaker":"Greg Rich","startTime":1167.12,"endTime":1169.43,"body":"weaknesses were. And"},{"speaker":"Greg Rich","startTime":1167.12,"endTime":1169.43,"body":"understanding those weaknesses"},{"speaker":"Greg Rich","startTime":1169.46,"endTime":1171.44,"body":"were very early on in the"},{"speaker":"Greg Rich","startTime":1169.46,"endTime":1171.44,"body":"process. We were not"},{"speaker":"Greg Rich","startTime":1171.44,"endTime":1173.96,"body":"salespeople, you know, we had"},{"speaker":"Greg Rich","startTime":1171.44,"endTime":1173.96,"body":"some, you know, I'm quite a"},{"speaker":"Greg Rich","startTime":1173.96,"endTime":1177.98,"body":"creative person. Russ is very"},{"speaker":"Greg Rich","startTime":1173.96,"endTime":1177.98,"body":"analytical, like I said, we kind"},{"speaker":"Greg Rich","startTime":1177.98,"endTime":1180.5,"body":"of things in very different"},{"speaker":"Greg Rich","startTime":1177.98,"endTime":1180.5,"body":"ways, which which is a good"},{"speaker":"Greg Rich","startTime":1180.5,"endTime":1183.23,"body":"thing. So, you know, things"},{"speaker":"Greg Rich","startTime":1180.5,"endTime":1183.23,"body":"like, you know, on the marketing"},{"speaker":"Greg Rich","startTime":1183.23,"endTime":1185.93,"body":"side, I was able to do things"},{"speaker":"Greg Rich","startTime":1183.23,"endTime":1185.93,"body":"like build a website, you know,"},{"speaker":"Greg Rich","startTime":1186.5,"endTime":1190.07,"body":"and do design work like that"},{"speaker":"Greg Rich","startTime":1186.5,"endTime":1190.07,"body":"Russ was able to just like Delve"},{"speaker":"Greg Rich","startTime":1190.07,"endTime":1192.83,"body":"into Google Analytics, you know,"},{"speaker":"Greg Rich","startTime":1190.07,"endTime":1192.83,"body":"because he was so analytical."},{"speaker":"Greg Rich","startTime":1193.04,"endTime":1195.17,"body":"And you know, in the early days,"},{"speaker":"Greg Rich","startTime":1193.04,"endTime":1195.17,"body":"that worked really well. So we"},{"speaker":"Greg Rich","startTime":1195.17,"endTime":1197.03,"body":"were able to play to those sort"},{"speaker":"Greg Rich","startTime":1195.17,"endTime":1197.03,"body":"of strengths even though it"},{"speaker":"Greg Rich","startTime":1197.03,"endTime":1199.91,"body":"wasn't something we've done"},{"speaker":"Greg Rich","startTime":1197.03,"endTime":1199.91,"body":"before. Sales on the other hand,"},{"speaker":"Greg Rich","startTime":1200.45,"endTime":1202.61,"body":"didn't have a clue. You know,"},{"speaker":"Greg Rich","startTime":1200.45,"endTime":1202.61,"body":"the thought of phoning a"},{"speaker":"Greg Rich","startTime":1202.61,"endTime":1205.37,"body":"prospect or even somebody that"},{"speaker":"Greg Rich","startTime":1202.61,"endTime":1205.37,"body":"filled a form on the website and"},{"speaker":"Greg Rich","startTime":1205.37,"endTime":1207.47,"body":"actually making a phone call was"},{"speaker":"Greg Rich","startTime":1205.37,"endTime":1207.47,"body":"just like daunting to us, even"},{"speaker":"Greg Rich","startTime":1207.47,"endTime":1208.91,"body":"though we've worked in an"},{"speaker":"Greg Rich","startTime":1207.47,"endTime":1208.91,"body":"environment where we're speaking"},{"speaker":"Greg Rich","startTime":1208.91,"endTime":1212.69,"body":"to customers all the time, think"},{"speaker":"Greg Rich","startTime":1208.91,"endTime":1212.69,"body":"the concept of selling was was"},{"speaker":"Greg Rich","startTime":1212.69,"endTime":1216.08,"body":"just frightening. So, you know,"},{"speaker":"Greg Rich","startTime":1212.69,"endTime":1216.08,"body":"we realized that very early on,"},{"speaker":"Greg Rich","startTime":1216.08,"endTime":1220.28,"body":"and we obviously, we wanted to"},{"speaker":"Greg Rich","startTime":1216.08,"endTime":1220.28,"body":"be engineers, and we wanted to"},{"speaker":"Greg Rich","startTime":1220.28,"endTime":1222.74,"body":"develop software and solutions,"},{"speaker":"Greg Rich","startTime":1220.28,"endTime":1222.74,"body":"and we couldn't do it all. So,"},{"speaker":"Greg Rich","startTime":1222.95,"endTime":1225.8,"body":"you know, relying on channel"},{"speaker":"Greg Rich","startTime":1222.95,"endTime":1225.8,"body":"partners in the very early days"},{"speaker":"Greg Rich","startTime":1226.04,"endTime":1228.77,"body":"was was a way in which we, you"},{"speaker":"Greg Rich","startTime":1226.04,"endTime":1228.77,"body":"know, addressed that issue, but"},{"speaker":"Greg Rich","startTime":1228.77,"endTime":1230.87,"body":"I suppose for, for any"},{"speaker":"Greg Rich","startTime":1228.77,"endTime":1230.87,"body":"organization, you know,"},{"speaker":"Greg Rich","startTime":1230.87,"endTime":1232.94,"body":"depending on where you're where"},{"speaker":"Greg Rich","startTime":1230.87,"endTime":1232.94,"body":"your skills lie, it's really"},{"speaker":"Greg Rich","startTime":1232.94,"endTime":1235.52,"body":"just understanding where you"},{"speaker":"Greg Rich","startTime":1232.94,"endTime":1235.52,"body":"know, where your weaknesses are,"},{"speaker":"Greg Rich","startTime":1235.85,"endTime":1238.76,"body":"and then trying to work out how"},{"speaker":"Greg Rich","startTime":1235.85,"endTime":1238.76,"body":"you can actually fill that void."},{"speaker":"Greg Rich","startTime":1239.39,"endTime":1241.58,"body":"I think the other big thing is"},{"speaker":"Greg Rich","startTime":1239.39,"endTime":1241.58,"body":"like listening to customers as"},{"speaker":"Greg Rich","startTime":1241.58,"endTime":1247.94,"body":"well. It's, it's so easy to"},{"speaker":"Greg Rich","startTime":1241.58,"endTime":1247.94,"body":"think you know, what people want"},{"speaker":"Greg Rich","startTime":1247.97,"endTime":1250.49,"body":"without really asking the"},{"speaker":"Greg Rich","startTime":1247.97,"endTime":1250.49,"body":"question or asking the question,"},{"speaker":"Greg Rich","startTime":1250.49,"endTime":1253.61,"body":"why, you know, sometimes we have"},{"speaker":"Greg Rich","startTime":1250.49,"endTime":1253.61,"body":"customers coming to us even"},{"speaker":"Greg Rich","startTime":1253.61,"endTime":1256.28,"body":"these days saying, well, we want"},{"speaker":"Greg Rich","startTime":1253.61,"endTime":1256.28,"body":"to we want a feature to do this,"},{"speaker":"Greg Rich","startTime":1256.28,"endTime":1258.71,"body":"or, you know, there's a gap over"},{"speaker":"Greg Rich","startTime":1256.28,"endTime":1258.71,"body":"here, can we get a feature to do"},{"speaker":"Greg Rich","startTime":1258.71,"endTime":1261.41,"body":"that? And is we have to"},{"speaker":"Greg Rich","startTime":1258.71,"endTime":1261.41,"body":"challenge them and say, Well,"},{"speaker":"Greg Rich","startTime":1261.41,"endTime":1264.2,"body":"what, what is the problem you're"},{"speaker":"Greg Rich","startTime":1261.41,"endTime":1264.2,"body":"trying to solve? You know, let's"},{"speaker":"Greg Rich","startTime":1264.2,"endTime":1266.42,"body":"forget about what it is that you"},{"speaker":"Greg Rich","startTime":1264.2,"endTime":1266.42,"body":"want, you think it needs to do?"},{"speaker":"Greg Rich","startTime":1266.42,"endTime":1268.37,"body":"What what are you trying to"},{"speaker":"Greg Rich","startTime":1266.42,"endTime":1268.37,"body":"solve, and maybe we can come up"},{"speaker":"Greg Rich","startTime":1268.37,"endTime":1270.68,"body":"with something that's actually"},{"speaker":"Greg Rich","startTime":1268.37,"endTime":1270.68,"body":"better, you know, solution that"},{"speaker":"Greg Rich","startTime":1270.68,"endTime":1274.37,"body":"not just is great for you, but"},{"speaker":"Greg Rich","startTime":1270.68,"endTime":1274.37,"body":"great for everybody. And I think"},{"speaker":"Greg Rich","startTime":1274.37,"endTime":1277.49,"body":"we did that really well. In the"},{"speaker":"Greg Rich","startTime":1274.37,"endTime":1277.49,"body":"early days, as we started to"},{"speaker":"Greg Rich","startTime":1277.7,"endTime":1281.63,"body":"grow the company, you know, we"},{"speaker":"Greg Rich","startTime":1277.7,"endTime":1281.63,"body":"we had forms we had, you know,"},{"speaker":"Greg Rich","startTime":1281.66,"endTime":1284.45,"body":"access to our customers, and we"},{"speaker":"Greg Rich","startTime":1281.66,"endTime":1284.45,"body":"just continued to get"},{"speaker":"Greg Rich","startTime":1284.45,"endTime":1286.82,"body":"information back in terms of"},{"speaker":"Greg Rich","startTime":1284.45,"endTime":1286.82,"body":"product enhancements,"},{"speaker":"Greg Rich","startTime":1286.82,"endTime":1288.71,"body":"improvements, and things that"},{"speaker":"Greg Rich","startTime":1286.82,"endTime":1288.71,"body":"they were hoping to see in the"},{"speaker":"Greg Rich","startTime":1288.71,"endTime":1291.86,"body":"product. So, and again, it all"},{"speaker":"Greg Rich","startTime":1288.71,"endTime":1291.86,"body":"comes back to the cause of"},{"speaker":"Greg Rich","startTime":1291.86,"endTime":1294.5,"body":"customer experience, we've"},{"speaker":"Greg Rich","startTime":1291.86,"endTime":1294.5,"body":"always been a customer focused"},{"speaker":"Greg Rich","startTime":1294.5,"endTime":1298.91,"body":"customer first organization and"},{"speaker":"Greg Rich","startTime":1294.5,"endTime":1298.91,"body":"our customers, you know, have a"},{"speaker":"Greg Rich","startTime":1298.91,"endTime":1300.98,"body":"seat at the table when it comes"},{"speaker":"Greg Rich","startTime":1298.91,"endTime":1300.98,"body":"to product development and"},{"speaker":"Greg Rich","startTime":1300.98,"endTime":1303.68,"body":"enhancements. And it's not"},{"speaker":"Greg Rich","startTime":1300.98,"endTime":1303.68,"body":"because we're trying to just"},{"speaker":"Greg Rich","startTime":1303.68,"endTime":1307.55,"body":"serve them, it's because they're"},{"speaker":"Greg Rich","startTime":1303.68,"endTime":1307.55,"body":"solving the same problems that"},{"speaker":"Greg Rich","startTime":1307.58,"endTime":1310.97,"body":"our prospects are having. So you"},{"speaker":"Greg Rich","startTime":1307.58,"endTime":1310.97,"body":"know, as we work and build out"},{"speaker":"Greg Rich","startTime":1311.0,"endTime":1313.67,"body":"our products to serve our"},{"speaker":"Greg Rich","startTime":1311.0,"endTime":1313.67,"body":"customers better is helping us"},{"speaker":"Greg Rich","startTime":1313.67,"endTime":1317.0,"body":"win more business as well. So I"},{"speaker":"Greg Rich","startTime":1313.67,"endTime":1317.0,"body":"see it as a win win. But"},{"speaker":"Greg Rich","startTime":1317.0,"endTime":1319.52,"body":"certainly getting feedback from"},{"speaker":"Greg Rich","startTime":1317.0,"endTime":1319.52,"body":"customers in terms of what they"},{"speaker":"Greg Rich","startTime":1319.52,"endTime":1321.83,"body":"see as the you know, the"},{"speaker":"Greg Rich","startTime":1319.52,"endTime":1321.83,"body":"benefits of the products and and"},{"speaker":"Greg Rich","startTime":1321.83,"endTime":1324.5,"body":"how we should be developing"},{"speaker":"Greg Rich","startTime":1321.83,"endTime":1324.5,"body":"certain things is key."},{"speaker":"Matt Wolach","startTime":1325.55,"endTime":1328.13,"body":"It's so funny, I"},{"speaker":"Matt Wolach","startTime":1325.55,"endTime":1328.13,"body":"ask this question a lot. And so"},{"speaker":"Matt Wolach","startTime":1328.13,"endTime":1330.47,"body":"many leaders who have been"},{"speaker":"Matt Wolach","startTime":1328.13,"endTime":1330.47,"body":"successful in growing their"},{"speaker":"Matt Wolach","startTime":1330.47,"endTime":1333.23,"body":"software company say you've got"},{"speaker":"Matt Wolach","startTime":1330.47,"endTime":1333.23,"body":"to be able to have conversation"},{"speaker":"Matt Wolach","startTime":1333.23,"endTime":1335.18,"body":"with your, with your customers,"},{"speaker":"Matt Wolach","startTime":1333.23,"endTime":1335.18,"body":"you've got to know what they"},{"speaker":"Matt Wolach","startTime":1335.18,"endTime":1338.36,"body":"care about what they think about"},{"speaker":"Matt Wolach","startTime":1335.18,"endTime":1338.36,"body":"what keeps them up at night. And"},{"speaker":"Matt Wolach","startTime":1338.45,"endTime":1342.53,"body":"I'm glad to hear you say that as"},{"speaker":"Matt Wolach","startTime":1338.45,"endTime":1342.53,"body":"well. It's just reiterating for"},{"speaker":"Matt Wolach","startTime":1342.53,"endTime":1344.99,"body":"everybody out there. You've got"},{"speaker":"Matt Wolach","startTime":1342.53,"endTime":1344.99,"body":"to have those conversations."},{"speaker":"Matt Wolach","startTime":1344.99,"endTime":1349.22,"body":"It's, it's critical. And and"},{"speaker":"Matt Wolach","startTime":1344.99,"endTime":1349.22,"body":"Greg, as we wrap up, what tips"},{"speaker":"Matt Wolach","startTime":1349.22,"endTime":1352.22,"body":"would you give to software"},{"speaker":"Matt Wolach","startTime":1349.22,"endTime":1352.22,"body":"leaders out there who are kind"},{"speaker":"Matt Wolach","startTime":1352.22,"endTime":1355.19,"body":"of in their early days, and"},{"speaker":"Matt Wolach","startTime":1352.22,"endTime":1355.19,"body":"maybe they need to know how to"},{"speaker":"Matt Wolach","startTime":1355.19,"endTime":1357.86,"body":"grow? And they need to know how"},{"speaker":"Matt Wolach","startTime":1355.19,"endTime":1357.86,"body":"to provide great customer"},{"speaker":"Matt Wolach","startTime":1357.86,"endTime":1359.06,"body":"support? What would you share"},{"speaker":"Matt Wolach","startTime":1357.86,"endTime":1359.06,"body":"with them?"},{"speaker":"Greg Rich","startTime":1359.63,"endTime":1362.96,"body":"Yeah, I think for"},{"speaker":"Greg Rich","startTime":1359.63,"endTime":1362.96,"body":"any, any, any leader that's"},{"speaker":"Greg Rich","startTime":1363.23,"endTime":1366.14,"body":"building a SaaS company at the"},{"speaker":"Greg Rich","startTime":1363.23,"endTime":1366.14,"body":"moment, I do think, you know,"},{"speaker":"Greg Rich","startTime":1366.14,"endTime":1368.99,"body":"trusting, getting a trusted"},{"speaker":"Greg Rich","startTime":1366.14,"endTime":1368.99,"body":"advisory board to sit around you"},{"speaker":"Greg Rich","startTime":1368.99,"endTime":1371.93,"body":"to help challenge you, I think"},{"speaker":"Greg Rich","startTime":1368.99,"endTime":1371.93,"body":"is key. And again, you may have"},{"speaker":"Greg Rich","startTime":1371.93,"endTime":1374.15,"body":"people in your organization that"},{"speaker":"Greg Rich","startTime":1371.93,"endTime":1374.15,"body":"can do that already. But if you"},{"speaker":"Greg Rich","startTime":1374.15,"endTime":1377.21,"body":"don't, I think that's important."},{"speaker":"Greg Rich","startTime":1374.15,"endTime":1377.21,"body":"We've already talked about the"},{"speaker":"Greg Rich","startTime":1377.21,"endTime":1379.94,"body":"importance of, you know, working"},{"speaker":"Greg Rich","startTime":1377.21,"endTime":1379.94,"body":"with your customers to help"},{"speaker":"Greg Rich","startTime":1380.96,"endTime":1382.85,"body":"build your product and your"},{"speaker":"Greg Rich","startTime":1380.96,"endTime":1382.85,"body":"brand. I think that's really"},{"speaker":"Greg Rich","startTime":1382.85,"endTime":1387.38,"body":"important too. But as, as, as it"},{"speaker":"Greg Rich","startTime":1382.85,"endTime":1387.38,"body":"relates to service and support,"},{"speaker":"Greg Rich","startTime":1387.59,"endTime":1390.44,"body":"as we've talked about, and"},{"speaker":"Greg Rich","startTime":1387.59,"endTime":1390.44,"body":"obviously you've agreed with, I"},{"speaker":"Greg Rich","startTime":1390.44,"endTime":1393.89,"body":"think, you know, that's a really"},{"speaker":"Greg Rich","startTime":1390.44,"endTime":1393.89,"body":"important part in terms of how"},{"speaker":"Greg Rich","startTime":1393.89,"endTime":1396.62,"body":"you think about retaining your"},{"speaker":"Greg Rich","startTime":1393.89,"endTime":1396.62,"body":"customers and how you can, you"},{"speaker":"Greg Rich","startTime":1396.62,"endTime":1398.96,"body":"know, I wouldn't say leverage"},{"speaker":"Greg Rich","startTime":1396.62,"endTime":1398.96,"body":"the relationship, you know,"},{"speaker":"Greg Rich","startTime":1398.96,"endTime":1402.35,"body":"because we call a co creation of"},{"speaker":"Greg Rich","startTime":1398.96,"endTime":1402.35,"body":"value, you know, we, we hope to"},{"speaker":"Greg Rich","startTime":1402.35,"endTime":1404.33,"body":"be somewhere in the middle where"},{"speaker":"Greg Rich","startTime":1402.35,"endTime":1404.33,"body":"they're getting something and"},{"speaker":"Greg Rich","startTime":1404.33,"endTime":1407.06,"body":"work from us, and we're getting"},{"speaker":"Greg Rich","startTime":1404.33,"endTime":1407.06,"body":"something from them. And if"},{"speaker":"Greg Rich","startTime":1407.06,"endTime":1410.15,"body":"there's, if that's advocacy, and"},{"speaker":"Greg Rich","startTime":1407.06,"endTime":1410.15,"body":"you know, then talking to other"},{"speaker":"Greg Rich","startTime":1410.15,"endTime":1412.55,"body":"customers and helping us, you"},{"speaker":"Greg Rich","startTime":1410.15,"endTime":1412.55,"body":"know, write case studies and win"},{"speaker":"Greg Rich","startTime":1412.55,"endTime":1415.19,"body":"business, then, you know, that's"},{"speaker":"Greg Rich","startTime":1412.55,"endTime":1415.19,"body":"a really important factor in"},{"speaker":"Greg Rich","startTime":1415.19,"endTime":1418.64,"body":"terms of scaling, a SAS"},{"speaker":"Greg Rich","startTime":1415.19,"endTime":1418.64,"body":"organization. So, you know,"},{"speaker":"Greg Rich","startTime":1418.7,"endTime":1422.69,"body":"think, think of your customer as"},{"speaker":"Greg Rich","startTime":1418.7,"endTime":1422.69,"body":"a growth engine, think of how"},{"speaker":"Greg Rich","startTime":1422.69,"endTime":1426.29,"body":"they can help your business and"},{"speaker":"Greg Rich","startTime":1422.69,"endTime":1426.29,"body":"how you can help them. It"},{"speaker":"Greg Rich","startTime":1426.29,"endTime":1428.54,"body":"shouldn't be a fire and forget"},{"speaker":"Greg Rich","startTime":1426.29,"endTime":1428.54,"body":"mentality where you sell them"},{"speaker":"Greg Rich","startTime":1428.54,"endTime":1430.52,"body":"something or they buy something,"},{"speaker":"Greg Rich","startTime":1428.54,"endTime":1430.52,"body":"and then you move on to the next"},{"speaker":"Greg Rich","startTime":1430.52,"endTime":1433.64,"body":"customer. Think about how you"},{"speaker":"Greg Rich","startTime":1430.52,"endTime":1433.64,"body":"can manage that relationship, so"},{"speaker":"Greg Rich","startTime":1433.64,"endTime":1434.9,"body":"that you both get something from"},{"speaker":"Greg Rich","startTime":1433.64,"endTime":1434.9,"body":"it."},{"speaker":"Matt Wolach","startTime":1436.28,"endTime":1439.31,"body":"Brilliant, love it"},{"speaker":"Matt Wolach","startTime":1436.28,"endTime":1439.31,"body":"very well said. And I think it's"},{"speaker":"Matt Wolach","startTime":1439.67,"endTime":1442.31,"body":"some really important stuff that"},{"speaker":"Matt Wolach","startTime":1439.67,"endTime":1442.31,"body":"I hope people took to heart."},{"speaker":"Matt Wolach","startTime":1442.73,"endTime":1444.56,"body":"It's great. This has been"},{"speaker":"Matt Wolach","startTime":1442.73,"endTime":1444.56,"body":"awesome. How can our audience"},{"speaker":"Matt Wolach","startTime":1444.56,"endTime":1447.89,"body":"learn more about you and"},{"speaker":"Matt Wolach","startTime":1444.56,"endTime":1447.89,"body":"vantaggio. So you can check us"},{"speaker":"Matt Wolach","startTime":1447.89,"endTime":1452.99,"body":"out of adventure.com. That's vi"},{"speaker":"Matt Wolach","startTime":1447.89,"endTime":1452.99,"body":"VI, an to deliver an odd name,"},{"speaker":"Matt Wolach","startTime":1452.99,"endTime":1455.54,"body":"but just so that's clear,"},{"speaker":"Matt Wolach","startTime":1452.99,"endTime":1455.54,"body":"obviously, obviously, LinkedIn"},{"speaker":"Matt Wolach","startTime":1455.54,"endTime":1458.69,"body":"as well, we can find this on"},{"speaker":"Matt Wolach","startTime":1455.54,"endTime":1458.69,"body":"LinkedIn. If you send an email"},{"speaker":"Matt Wolach","startTime":1458.69,"endTime":1461.96,"body":"to info@prevention.com that will"},{"speaker":"Matt Wolach","startTime":1458.69,"endTime":1461.96,"body":"land in my inbox. So again,"},{"speaker":"Matt Wolach","startTime":1461.96,"endTime":1464.3,"body":"happy to reach out to anybody"},{"speaker":"Matt Wolach","startTime":1461.96,"endTime":1464.3,"body":"that that wants to talk to me"},{"speaker":"Matt Wolach","startTime":1464.3,"endTime":1467.48,"body":"directly. Okay, perfect. We'll"},{"speaker":"Matt Wolach","startTime":1464.3,"endTime":1467.48,"body":"put all that into the show"},{"speaker":"Matt Wolach","startTime":1467.48,"endTime":1469.19,"body":"notes. If you're listening,"},{"speaker":"Matt Wolach","startTime":1467.48,"endTime":1469.19,"body":"you'll be able to grab it all"},{"speaker":"Matt Wolach","startTime":1469.19,"endTime":1471.95,"body":"there. But, Greg, thank you so"},{"speaker":"Matt Wolach","startTime":1469.19,"endTime":1471.95,"body":"much for coming on the show and"},{"speaker":"Matt Wolach","startTime":1471.95,"endTime":1473.57,"body":"sharing all this. Thank you."},{"speaker":"Greg Rich","startTime":1473.6,"endTime":1476.75,"body":"Yeah, I really"},{"speaker":"Greg Rich","startTime":1473.6,"endTime":1476.75,"body":"enjoyed it. Thanks, Matt.As well"},{"speaker":"Greg Rich","startTime":1476.75,"endTime":1477.38,"body":"appreciate it."},{"speaker":"Matt Wolach","startTime":1477.95,"endTime":1479.81,"body":"Yeah, absolutely."},{"speaker":"Matt Wolach","startTime":1477.95,"endTime":1479.81,"body":"Thanks to everybody out there."},{"speaker":"Matt Wolach","startTime":1479.81,"endTime":1481.76,"body":"Thanks for listening. Thanks for"},{"speaker":"Matt Wolach","startTime":1479.81,"endTime":1481.76,"body":"coming. Make sure you're"},{"speaker":"Matt Wolach","startTime":1481.76,"endTime":1484.19,"body":"subscribed to the show so you"},{"speaker":"Matt Wolach","startTime":1481.76,"endTime":1484.19,"body":"don't miss any other amazing"},{"speaker":"Matt Wolach","startTime":1484.19,"endTime":1486.98,"body":"leaders like Greg coming up in"},{"speaker":"Matt Wolach","startTime":1484.19,"endTime":1486.98,"body":"the next few weeks. And then we"},{"speaker":"Matt Wolach","startTime":1486.98,"endTime":1488.93,"body":"will see you next time. Take"},{"speaker":"Matt Wolach","startTime":1486.98,"endTime":1488.93,"body":"care. Bye bye."},{"speaker":"Intro/ Outro","startTime":1493.76,"endTime":1496.67,"body":"Thanks for"},{"speaker":"Intro/ Outro","startTime":1493.76,"endTime":1496.67,"body":"listening to Scale Your SaaS for"},{"speaker":"Intro/ Outro","startTime":1496.67,"endTime":1500.15,"body":"more help on finding great leads"},{"speaker":"Intro/ Outro","startTime":1496.67,"endTime":1500.15,"body":"and closing more deals. Go to"},{"speaker":"Intro/ Outro","startTime":1500.36,"endTime":1501.83,"body":"Mattwolach.com"}]}