Presales vs Support

I'm a pretty terrible support rep.

I do my best in setting the expectation that my strength is pulling together people smarter than myself to troubleshoot tech issues.

Our company is generous in the resources we throw at presales architecting, implementation, and ramp...but production seems to become a grey area.

Our customers get used to the access they have in the pre-sales effort and delay the decision to pay for long-term premium support.

Before we know it, we're fully live and their tokens for presales support have expired.

This reared it's ugly head today.

What is your definition of the event that marks presales vs production?

How do you work backwards from that, setting up proper support proactively?

😤 Conflict Resolution

😀 Sales Engineer

☁️ Software Tech

10 comments

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braintank

Politicker

Enterprise Account Executive

When they cut the PO

CuriousFox

WR Officer

🦊

HA! But really 💯

Sunbunny31

Arsonist

Sr Sales Executive 🐰

Yep. Post sales, here we come.

oldcloser

Arsonist

💀

Doesn’t seem like it should be a gray area at all. Payment tendered or PO issued is where the free fun follies festival end.

ChickenWings

Opinionated

Tom Callahan's Son

Right, but when to draw the line on when that PO needs to be cut is where we seem to be weak.

Usage-based product that requires heavy presales effort. Typically the only contract signed (if any) is a minimum commitment on usage.

I’ve tried a mutual action plan for firm testing and launch timelines. My warnings for a need of post-launch support are ignored because they haven’t felt the pain yet.

They launch, shit breaks…then I’m stuck working harder for free because I don’t get usage rev unless the issue is resolved.

It’s a shitty conundrum of leverage because the customer knows I need that usage…what they don’t understand is they’re putting us all at a disadvantage when they don’t trust my guidance proactively

oldcloser

Arsonist

💀

Ahh- so none of this makes you a terrible anything. You’re fighting to solve. Everyone should be this diligent in pursuit of a fair deal. Can a “PO due when X exists line” become standard language in your agreement? Then “Usage begins when PO cut” follows. Then it’s stated and you personally don’t have to own the muck that follows. Seems the deal is made when X is defined and agreed to. Agreement binding when PO is cut. Maybe lawyer time for revised language? All I got

ChickenWings

Opinionated

Tom Callahan's Son

Interesting thought.

Could add a date that “presales support ends and production support begins at $XXXX”…it could either be in addition to or replace a minimum usage commitment.

If they aren’t willing to commit to either usage or support, then challenge their commitment to the project

oldcloser

Arsonist

💀

Seems like a reasonable route, yeah

Maximas

Tycoon

Senior Sales Executive

Have you tried to share that with mgmt and if yes, what did they respond?
To me I would say that both Pre and Post sales support to become paid memberships,low for the Pre and slightly higher for the Post!

ChickenWings

Opinionated

Tom Callahan's Son

Mgmt is pretty self aware that they don't know the best approach, either. They've been very open.

It's an org wide issue.

We work for free to gain the opportunity, don't get enough commitment, then the customer has control

We've taken this underdog mentality that is quickly changing.

You want to see how hard we run? Put some skin in the game.