High Volume, Low ARPU Sales Playbook

“but we've never sold to a company of 20 people our clients since the beginning have always been kind of conditioned to larger size firms um and so uh so working in that space then started to bring us to a uh to the kinds of clients that needed project management and in some cases timesheets one of them was uh Canada uh Bombardier now you would say so uh Bombardier at right before Bombardier bought candid Arabic they needed defense based project”

“timesheet we'll call it time control um and so we did that because it was low hanging fruit would be easy timesheets we've done it so many times turned out to just make that into a commercial product wasn't so easy but that's we got time control out as a product in 1994. so now we're in the publishing business now people that I used to we used to compete against a Primavera who's now an oracle product I called the president Primavera he tried to make me”

“they still haven't made a profit in 99 well that's true um but I wasn't Amazon and so under their guidance we built the business up to two million Rev by uh 2002. and that year that 2 million in rev cost me 3 million to generate so about a million dollars in losses and the investors went well it's all over each of them went back to their boards and said that's the last board meeting we'll have at HMS those”

“a business where we're going to have these big clients but we're still small what should be a guiding characteristic of that business and we decided as an organization that customer satisfaction should be that we wove it into our mission statement we put it into every bit of training became part of our HR um all of that became key this was the group that was available when we you know when we got started again and now we said we'd already pivoted several times we pivoted”

“so when we look at how we did that we uh we wove it into everything our mission statement says part of our mission document says that our standards are that every client will be referenceable and if you meet with our our people and you're talking to them and a client has a problem something they are not happy with the whole staff like starts to adjust they become like a pretzel trying to fit into what do I need to do to make those people happy that's pretty much what we've uh what we created um we have I'm not sure if we're handing it out on the USB key or where it is but”