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Launch of new Customer Success Program for Sage 100 and Sage 300 customers

  • 1.  Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 10:04

    My .02 = The goal of this program is to encourage new Sage 100 and 300 customers to get used to talking to Sage.

    This might make it easier for Sage to get their calls + emails answered/read by the customer + for Sage to suggest various endorsed solutions + help to ensure that the end-user knows who Sage is in the food chain.

    What I see as the stumbling block for Sage - and every other solution provider/ISV - is these entry-level positions calling into the customer have so much churn, and the employee generally knows so little about the solution that it doesn't appear to achieve much except to keep the consultants hustling to answer to Sage's inbound inquiries about how the customer wants to buy/install/implement XYZ solution ( despite the customer having no idea of the initial or ongoing costs involved).

    Exciting, indeed



    ------------------------------
    Wayne Schulz
    wayne@s-consult.com
    Schulz Consulting
    (860) 516-8990
    Moodus, CT
    ------------------------------


  • 2.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 10:45

    Congratulations on your Sage 100 purchase, are you ready to "upgrade" to Sage Intacct??



    ------------------------------
    Bernie Lehman
    Partner
    Lehman Wesley & Associates
    ------------------------------



  • 3.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 12:04

    How many envelopes have they opened now???  It is sales-oriented, without a doubt.  If they are calling in the first year of a new sale, chances are their reseller is still quite involved.  So what is there to be gained?  Just a bunch of call center people reading from a script.  About what we get when Sage sends a lead.  Information is very sketchy at best.



    ------------------------------
    Jeff Schwenk
    Bottomline Software, Inc.
    (540) 221-4444
    ------------------------------

    Original Message


  • 4.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 12:22

    So, someone with no implementation experience and no actual product knowledge is going to butt into the implementation process...when was the last time Sage announced something that made life better for the partners?



    ------------------------------
    Phil McIntosh
    President
    Friendly Systems, Inc.
    ------------------------------

    Original Message


  • 5.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 12:24

    Oh goody.  Can't wait for my first "Risk Response" meeting!!



    ------------------------------
    Doug Higgs
    Midwest Commerce Solutions, Inc
    (312) 315-0960
    Chauffeur, Chef, and Personal Assistant to Sprinkles
    ------------------------------

    Original Message


  • 6.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 12:27


    ------------------------------
    Wayne Schulz
    wayne@s-consult.com
    Schulz Consulting
    (860) 516-8990
    Moodus, CT
    ------------------------------

    Original Message


  • 7.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 14:27

    I want the steak knives



    ------------------------------
    Jeff Schwenk
    Bottomline Software, Inc.
    (540) 221-4444
    ------------------------------

    Original Message


  • 8.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 14:31

    LOL.  I just want a cup of coffee.



    ------------------------------
    Doug Higgs
    Midwest Commerce Solutions, Inc
    (312) 315-0960
    Chauffeur, Chef, and Personal Assistant to Sprinkles
    ------------------------------

    Original Message


  • 9.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 15:36

    Coffee's for closers!



    ------------------------------
    Eric Lunceford
    First Mate Business Solutions
    Oklahoma City, OK
    877-880-8960
    ------------------------------

    Original Message


  • 10.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 15:38

    ....then give me the good leads @Eric Lunceford.  How can I close deals with these crap leads.



    ------------------------------
    Doug Higgs
    Midwest Commerce Solutions, Inc
    (312) 315-0960
    Chauffeur, Chef, and Personal Assistant to Sprinkles
    ------------------------------

    Original Message


  • 11.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 15:48

    You people are keeping me in stitches today! That's good. I needed to break my frozen face into a smile. 

    https://www.youtube.com/watch?v=J_vSirIJEsY

    Screw You is my name! 

    Always Be Cobbling



    ------------------------------
    Karen O'Lane
    Accounting Systems, Inc. (ASI)
    kolane@asifocus.com
    559-448-0900
    559-577-4142
    90 Minds Secretary
    ------------------------------

    Original Message


  • 12.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 15:56

    @Doug Higgs - You can say that again about good leads!!!!!  Is it too hard to include a company name and phone number with the information that you "prequalify"?  



    ------------------------------
    Jeff Schwenk
    Bottomline Software, Inc.
    (540) 221-4444
    ------------------------------

    Original Message


  • 13.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-07-2023 18:54

    Fabulous.  Absolutely love it!  Sad ending to a great movie with amazing acting.



    ------------------------------
    Doug Higgs
    Midwest Commerce Solutions, Inc
    (312) 315-0960
    Chauffeur, Chef, and Personal Assistant to Sprinkles
    ------------------------------

    Original Message


  • 14.  RE: Launch of new Customer Success Program for Sage 100 and Sage 300 customers

    Posted 12-08-2023 07:43

    I am curious as to why Sage thought it necessary to implement a program like this.  Sage 100 and 300 are not "strategic" products in the portfolio.  As a partner driven organization, it would appear that they have a field team (a.k.a. partners) who could utilize Sage resources on an as needed basis for at risk implementations or introduce Sage resources as part of the go-live process for post implementation support and nurturing.

    When I was actively selling product I would often bring in publisher resources during an "at-risk" sales engagement to increase my credibility or ask them to call the prospect to go fishing for information as to why we were not getting the traction we expected.  This only worked when I had a good CSM who understood the product and developed a trust relationship with our team.  When the publisher injected themselves into the sales cycle without our knowledge it almost always backfired.  The customer would call and say things like "Why are they calling me?" or "Is there something going on at I-BN?"

    If the program goals are as stated, the program should have been developed with the BPAC and not by Sage without partner involvement.  I think introducing a CSM in a project kickoff meeting as our dedicated Sage resource could increase partner credibility.  Similarly the CSM could be brought in during a go-live decision meeting as a standard part of the transition process and as a way to keep Sage informed and the client feeling special.  A true partnership would have VARs feeling like the CSM is an asset that can help during the early engagement and the communication could help the team later on during an expansion or upgrade cycle.

    Unfortunately, as much as we would like projects to run on a 30, 60 and 90 day schedule, reality is that they do not.  Whether it is that projects of different size and scope run at different paces, the client has a business issue that delays the project or a client can move really fast due to some external urgency, setting calls on a # of days basis is a recipe for failure.   

    IMHO - This program was developed in a conference room and will not last.



    ------------------------------
    Gary Feldman
    Principal
    I-Business Network
    Marietta GA
    16786270646
    http://www-i-bn.net
    ------------------------------



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