Can someone explain what’s going on in Success? I heard it’s a paid service and free is just Care team? So we are making customer pay for Success now? That seems troubling.
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I am an amazon renewal rep and I saw this post searching for aws. It's interesting oracle is copying amazon.
A little late in the game not sure why they put sales in charge of renewals .. at amazon sales are for new and csm and for renewals like all of the industry .
Well that why oracle is failing and AWS and Microsoft cloud had so much good rev from the cloud business.
Oracle old guard like your sales director is still stuck in the 1990s business model mindset of sell and forget. It's more wishful thinking on his part that CSM org will fail and his job will be safe. I bet he been with oracle for like 10 years.
The push is comming from MH for oracle to become a real SaaS company. Change is tough and takes time.
So let's see how well CB and her team execute the strategy , if she successfully then your sales director may be taking home 80% less or looking for a job at intel where they still do the 1990 sales model
If that’s the case why does my sales director say we are going to own renewals this year. He says the CSM org will be gone by next year and we will have to have a larger role in renewals.
Do you realize in saas sales model , sales only account for 10-20% of the revenue. Recurring revenue is where the game is and that not sales that is CSM.
Sales People need to realize that
Customer Success org is a joke. We aka Sales will and have had always done the real
work.
I heard the same. Customer can choose to have basic free and if they want dedicated expert service they can pay for different level of service just like amazon cloud
Link to their b2c CSM pricing for cloud
https://aws.amazon.com/premiumsupport/pricing/
I heard the same. The free model will originally be staffed for the next 9 months in the US then moving to Europe.
It seem finally oracle realized what customers success means.
Before they hired lots of ugrad and called them csm who had no idea abt work or the product. So they of course failed.
Now oracle is moving to the real world CSM model aka amazon cloud
Free is I think going to east europe and paid is all us folks and they will be trained in a product.
So if they support a netsuite customer they will know netsuite inside out. Not like before where they pass the ticket or read off a script.
Seems good on paper but it's all about execution
I am in sales and can sell about anything. This crap service I won’t touch with a ten foot pole. Good that the CSMs are the hook to sell it.
If they want the level of service they received in prior years they have to pay.