Awful sales, bad morale.
18 replies (most recent on top)
@1j6 First step is bring back Lawrence Miller to Customer Success. This would have never happened if he were still VP
@1gr they need to make MAJOR changes for there to be any hope. Quotas for sales are ridiculous and unobtainable. CSMs are just doing busy work, account specialists team a mess with constant turnover. (Whole Mexican team clueless) So many have thrown in towel and not even trying. Morale lowest it’s ever been. Let’s see a plan for 2027 to give people some kind of light at end of tunnel.
@19s What is MS Word Brag Book?
I just quit today. Every account assigned to me an uncontrollable mess. Customers need to know this.
LOL- Quarterly Brag Books (4 Hours of MS Word) so the execs can keep their jobs.
Sounds like the next round of "organizational updates" won't be in my corner of the TR world 🤣🤣🤣
GM of Corporates (quit) and GM of TAP (fired?) both out this week. Sinking ship doesn’t begin to describe TR!
@ey Not all faang use Cocounsel. CSM is terrible. I know one major faang that can't wait to get out of Cocounsel
@et Spot on. Your post has made it's way around the CSM org. Hours and hours of work to please 1 person, that has no effect on retention or upsells.
The last Corporates president was promoted and sank the department deeper. I don’t see the new gal cutting it.
Why bad? CoCounsel has FDE for corporates. Are they not doing everything to get $$$. I heard all FAANG are using TR. Is it really bad?
Think sales are bad? The Customer Success Organization is an absolute joke. The majority of CSMs time is filling out Power Points, Spreadsheets, and I kid you not, Microsoft Word Documents. None of this benefits the customer, it only allows the VPs to keep their jobs.
The hope was once the Head of Customer Success was fired things would change but they have not. I have never seen so much flash and lack of substance in my time here.
I worry that every day I spend here ruins my chances of finding another role, as TR is now viewed industry wide as a joke.
Why was this function outsourced to Mexico City when the level of rework and oversight remains so high? I’m embarrassed by what our customers have to deal with and the burden it continues to place on experienced employees. It’s pure madness.
Wait till corporates miss the number then they will just report global growth as they always do and then restructure and put up targets. SH needs to go.
My two cents: What I think is lacking with Corporates is that the products sold to law and tax firms is this.
When you sell to inhouse law or tax, you're selling into a G&A cost center where measuring the ROI on these same products is difficult to measure. Those teams are incentivized to buy the least amount possible to reduce G&A costs. Not every law or tax dept member needs a license. That's the cost management decision.
When you sell to outside law and outside tax, the costs of the software can be recovered in pricing to customers. It's more straightforward to measure the ROI. You can't treat these customers the same because they have a different ROI lens. I've never thought TR understands this, and never has had an approach that can show how to solve the "soft cost" ROI problem.
Add to this outsourced serving of accounts, and you generate frustration. As AI is used more, and as people leverage it, both internal and external customers will determine whether they actually need to buy TR products.
I was just on a call today about how there is not enough pipeline to hit our numbers. I have never seen so much desperation in my 10 years here.
The being said, what did TR expect? All the good sales reps left, and we have Mexico City handling renewals.
Story: thought manager was wrong, manager points to director and director to VP and VP to CEO, and finally fired the CEO, but the new one is as crooked as the other one, Corporate always survive because its culture.
No.