Pankaj Prasad and Lawrence Coburn, co-founders of the occasion solution startup DoubleDutch, have to make an important decision about their young firm's sales function.
Double Dutch’s essential product was a mobile application and event management forum that must be used by customers to better communicate and connect with their event members (E.g. attendees at a conference, employees at quarterly sales conference), and also must acquire detailed information from these participants to execute an improved future experience, understand what event is received and obtain overwhelming amount of information. The company has extended itself rapidly and adding further staff, however Coburn and Prasad must ensure that in its drive to add additional customers, existing clients whose contracts had expired were not slipping through the cracks when time came to renew.
But who within the business should be held responsible for the renewals? Sales? The customers leading success team that assisted customers to develop and establish the product? On an entirely new team devoted solely to renewals?
PUBLICATION DATE: November 18, 2014 PRODUCT #: 815044-HCB-ENG
This is just an excerpt. This case is about INNOVATION & ENTREPRENEURSHIP
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