The document discusses the importance of strong relationships between customers and SaaS/cloud partners, highlighting common issues like poor communication, misaligned objectives, and lack of transparency. It outlines signs that indicate a strained relationship and provides strategies for improving collaboration, including regular meetings and a shared roadmap to success. The author emphasizes the shift from viewing providers as mere vendors to considering them as partners in the digital transformation journey.

1. Setup Your Digital Transformation for Success
How to Create Great Relationships with your SaaS/Cloud Partners
May 4th, 2022

2. Hello! I’m Kevin
◦ 15+ years of experience in the tech sector (across various areas)
◦ The last ~10 years have been spent as a SaaS/Cloud “Customer Success Manager” (CSM)
◦ Now, advisor with GreenMerits Consulting Inc.
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3. Where does a CSM fit in to the picture?
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Sales
Implement
Post Sales
Hears motivations
Creates vision
Pitches/Negotiates
Closes Deal/Contract
Sets up vision in product
Develop and test
Initial Training
Establish processes
Usage and ROI/Success
Advocacy/Marketing
Support/Escalation
Ongoing Education
Contract Renewal

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Times have changed.
So has our relationship with technology.
1. You have a computer that has a CD/DVD drive in it?
2. You have an @Yahoo, @Hotmail or @AOL email account
3. You’ve actually read through an entire software terms and
conditions/agreement
4. You’d get by just fine if your internet connection had to go
back to dial-up
Raise Your Hands If…

5. 5
Source: B2B Tech Reviews - FinancesOnline (https://financesonline.com/saas-trends/)
Why are we talking about SaaS/Cloud?

6. 6
Source: B2B Tech Reviews - FinancesOnline (https://financesonline.com/saas-trends/)
But it’s not all rosy
Despite its importance, organizations have a tough time
when it comes to being successful with SaaS.

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The most important, but least known metric…
Source: NTEN – Managing Non Profit Tech Change 2022 Study (https://www.nten.org/article/2022-managing-nonprofit-tech-change-report)

8. The Outcome….
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In Todays Session We’ll Cover…
1. What contributes to a strained relationship?
2. Signs it’s not going so well.
3. How to right the ship (if possible).

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What Contributes to a Strained Relationship?
Poor Communications
When it doesn’t seem like the
other side is really listening, or may
not understand the challenge you
are trying to solve.
Team Changes
On your side or at the vendors.
People move around all the time.
Unfortunately, this leads to lost
knowledge.
Misaligned Objectives
Buying more users or modules vs.
Increasing your efficiency or hitting
specific business metrics.
Broken Promises
Dealing with expectations vs.
reality. Often uncovered during or
after implementation. “Where’s
that feature we saw in the demo?”
Surprise Costs
“Oh, to do that, you’ll need XYZ for
$$$”. Directors love when this
happens.
Technical Issues
We know they’re bound to
happen; it’s when they happen too
often.

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Signs It’s Not Going So Well.
Decreased Usage
When you realize your team isn’t
utilizing the solution to the extent
you originally thought they would.
No/Low Responsiveness
Calls for support, assistance,
training or even best practices go
unanswered, or are very delayed.
Not Referenceable
“Would you be willing to jump on a
reference call for us?.....Hmmm.”
“Can we use your logo on our sales
presentation?....Please don’t”
Complaints vs. Collaboration
Fixing a list of problems vs.
Partnering on solutions and
workarounds. “You vs We”
mentality.
Low/Unclear ROI
When you can’t prove that you’re
being successful with the use of
the software.
Constant Escalations
Often having to ask for higher ups
to get involved in resolving various
issues.

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How To “Right the Ship”.
Be Transparent
Talk openly about goals,
challenges, timelines and
expectations. Keep this
next/attached to the contract.
Consider “Partner” vs. “Vendor”
Vendors are easily replaced.
Partners are in it for the long haul.
Contracts are usually 1, 3 or 5
years.
Build a Roadmap to Success
Collaborate on a path/steps
towards success with the solution.
Document and share areas of
responsibility/accountability.
Monitor the Metrics Together
Build the reports/dashboards as a
team and monitor them together.
Both sides need to be looking at
the same data.
Have Regular, Quality, Meetings
Tactical touchpoint at least once a
month. Strategic meetings at least
once every 3 months. Discuss the
roadmap and metrics.
Know When to Pull the Chute
Clarity on expected/agreed to
outcomes makes this an easier
conversation at renewal time. But
be ready, and be honest.

13. Should you need assistance…

14. Our “SaaS Subscription Assistance” provides…
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1. An experienced set of
eyes on your
subscriptions.
2. Someone on your side of
the table at purchase or
renewal.
3. Contractual insight into
business, legal and tech.

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Thank You
kgeorge@GreenMerits.com
https://www.GreenMerits.com
“Since a relationship involves two members investing in it;
its value increases twice as fast as one’s investment.”
Kevin Kelly (Wired)