andrewbrooks.fyi
Product sheet / 3.2 Day job
Field notes

Helping retain a $10M+ account

Kind
Day job
Employer
Getac Video Solutions
Account
More than $10M
Renewed
Five more years
  1. 1.0The situationp. 02
  2. 2.0What I didp. 03
  3. 3.0The thinkingp. 04
  4. 4.0Outcomep. 05
1.0

The situation

1.1 Context

Our largest domestic customer, worth more than $10M, was under pressure from competitors selling features we didn’t have yet.

2.0

What I did

2.1 to 2.5In order
  1. 2.1

    Made the case internally to treat it as a key account.

  2. 2.2

    Assigned work to my deployment engineer and business analyst, and coordinated Development, QA, and technical services.

  3. 2.3

    Delivered hands-on implementation of the next-generation features they needed to see working for themselves.

  4. 2.4

    Went on site and onboarded their leadership onto the next-generation platform.

  5. 2.5

    Acted as one of the two leadership faces of R&D for the account.

3.0

The thinking

3.1 Feature lists or proof

Competitors were winning on feature lists. We answered with proof, on their own system, with their leadership in the room.

3.2 The decisionAnd what it cost

I moved the features they needed to see working ahead of other roadmap work. The cost was a slower roadmap everywhere else for a while. The risk of not doing it was losing our largest domestic customer.

4.0

Outcome

4.1 ResultDay job record

They renewed for five more years.

See alsoWhen the link breaks, another day-job capability.