Harnessing AI: Stephen Wise on Monocle’s Innovative CS Platform

Speaker A: Welcome to the, uh, Customer Success Pivot, your career podcast. I'm David Loketes. My co host is Alex White. Our podcast is focused on people looking to get into the customer success profession or those already in customer success that are looking to get insights from other customer success professionals to get us started. How are you doing, Alex?

Speaker B: Hey, David. I'm doing great. Busy, um, looking for my next career opportunity and having a lot of great conversations. This podcast originally started in 2024 when I was looking and I am back out on the market again, making sure I get a good fit and, you know, the conversations are going well. I'm getting some callbacks and interviews, more than I did last time. So on that front, it's going great. As far as our guest today, we have a great leader and Steven Wise looking forward to that conversation and learning a little bit about his platform. But, uh, how are you doing and what's on your mind today?

Speaker A: I'm doing great. I'm glad to hear the job search is going better than a couple years ago for you. I think the market is heating up and having Steven Weiss on today, I think is timely. One of the things that I've observed and been reading on is the customer success platform. Competition is heating up in the industry. I think what we're seeing and what we're hearing is there's greater revenue responsibility on the customer success, especially for recurring revenue. So the platform becomes more and more important. The ability to integrate with other back office applications, whether it's Salesforce or something else, is going to be critical. So I see the market heating up. I think the opportunities are great out there and just getting Steven here today, I think is just perfect timing. So I'm looking forward to our discussion.

Speaker B: I absolutely agree. I think that it's heating up and companies like Monocle that Steven Wise has is a great example of it. They're looking at different ways to resonate with customer success people, and there's different tiers, people looking at one or two person teams all the way up to enterprise companies that have a much more sophisticated amount of coordination that they require and everything in between. So it's an interesting topic. I'm glad we're getting a product person on to get us started this year and learn from him. So other than that, you ready to get going? Let's get going onto the episode. Today's guest is Steven Wise of Monocle. Monocle is an AI powered executive assistant built specifically for customer success teams. Recently, Monocle was the winner of the CS angel demo day, noting Steven Had a clear point of view on human centered AI where the product, product supports judgment instead of pretending to replace it. Prior to starting Monocle, Stephen has worked in customer success for such companies as Chef Software, SAP, Nutanix and GitHub, where he experienced firsthand the challenges facing customer success managers. Welcome to the show, Stephen.

Speaker C: Thank you so much for having me. I appreciate being here.

Speaker B: Well, to get us started, let's explore your background leading up to the founding of Monocle to give some context of the challenges you faced and why Monaco may be a perfect fit for our listeners.

Speaker C: Yeah, awesome. Yeah. Like a lot of people in customer success, I fell into it. It was something I started doing randomly at one company and kind of grew from there. I moved from SaaS, Web SaaS, Concur, SAP, over into the deep tech space both as a CSM relationship manager and then ended up managing teams at Chef and then building our CS function and digital function at GitHub the last four years and the Byline and kind of through line through all of it. In my entire time, both as a, uh, CSM and as a leader, was I felt most everyone I met in customer success was busy enough to need an executive assistant. But obviously you can't scale a business that way. And the other aspect too was I felt a lot of the existing tools really were built for more management dashboards and tracking and they never really helped improve my day to day workflow. And so that was one of the things that we wanted to do differently was why don't we actually just create a tool that will help people from their day to day. And we joke, hopefully make your day suck a little less and go from there, but and also give the ability for the users to buy this and put the, a tool in the people's hands, something they can do from a, you know, set up in five minutes, low monthly costs and kind of get going from there. And so that was the origins of Monocle and that's where we're at today.

Speaker A: Stephen, thank you for joining us. I'm, um, really excited to unravel what's going through, what went through the process of creating the application. A couple things that I've, since I've read some of your blogs and kind of prepped for this and looked at the website, a couple things that are jumping out at me and so we're gonna have to unpack it a little bit here and there. But to start with, if I just start at the latest blog, you wrote you had a meetup in Philadelphia with your application and what I garnered out of that is there was a healthy focus on AI as being embedded in your product. And I'm impressed the way you thought through where to insert AI as opposed to a bolt on having it embedded as foundational within the software to support the user and hopefully making my day suck a little bit less. I thought that was pretty profound decision to make. And you called out three things that were really important in understanding how to leverage AI. One is keeping humans in the loop with helping us to act, keeping them focused proper, which really sends a message of it's a tool, let's leverage it and the interaction with the humans, so to speak. The second is you talked about the operational frontier and how important orchestration is. And the third is change management. You said change management is the real work, and we got to dive into that later on. But if you could just start off with the mindset of how you embedded AI, and then I think we could just begin to unpack some of the other things because there's so much there of interest.

Speaker C: Yeah, absolutely. I'll, uh, dive in. So our theory and operating principle is we believe the future is really focused around human centered AI. We believe it is an extension of yourself to provide phenomenal capabilities of scale and efficiency to operators who are already doing really well and teach people a way to be able to scale themselves. There's a lot of examples out in the market that you see today. And I think one of the most recent examples, I believe was Klarna, where they laid off a whole bunch of people, said we're going to replace everybody with AI bots. And then within a year they had to walk a lot of that back and say, hey, we're going to bring this, we need to hire some of these people. And I think that is my personal experience as well, both at GitHub, um, and in building out Monocle, where you have to have humans in the loop, you have to have a decision point at some area within the tool to be able to continue that scaling effort. Because it's decisions that it makes unsupervised can be hilariously catastrophic to your app, to things. I think I was reading an article where they had a company in Canada where the AI bot created a leave policy that was so bad they had to honor it in the courts and they lost millions of dollars or some one of those kinds of different scenarios, and it was all because of a chatbot that they unleashed internally. Those are the things that we talk about in terms of it has the ability to really amplify what you do well. It also has the ability to amplify if you don't oversight it. It has the ability to just run on its own and actively destroy if you're not careful with those things. So that's where we wanted to make sure that the human was always at the center. And we believe that's why our approach was unique in the fact that we weren't bolting an AI thing on top of an existing product. What we were doing is being very diligent about where in the tool. We wanted that to be an extension or an aid to what you were already doing with your workflow. So that was a different engineering approach that we took to building out the tool.

Speaker B: Yeah, maybe you can talk a little bit about. AI is great if it alerts and does these different things and makes you more efficient. But how do you work with your customers? Or how do you emphasize within your product how you actually implement that into the process to make you more efficient? Because as we know, CSMs have a bunch of different work and just highlighting more work for you doesn't necessarily free up your time to do that extra work faster. So what's your thoughts on that?

Speaker C: So where we wanted to focus on CSM stuff was I talk a lot about it in one of the other articles we did, which is a lot about the invisible work of customer success. The three hours that happen outside of your call, the three hours of the notes, the prep, the follow up, the meetings, the QBR stuff. Uh, nobody's tracking the fact that you had to send 30 emails to your customer's legal team just to get like a sentence cleared for a customer quote. Nobody's tracking the 50 thread slack channel where you're trying to get sales, product, engineering all line for renewal. So what we want to do is try to highlight this invisible work to actually start planning for it and really capture what it takes to support these customers. And so within Monaco, what we really focused on was where are all the areas that stuck up way too much time that we can now help use AI to help you or automation that we've already coded up ourselves. So one of the areas is, hey, when you have tasks that have to happen after a meeting, we want it to look at your calendar and schedule some time on your calendar like a good executive assistant would go through your calendar, actually sign up time for you to accomplish those tasks. When you're trying to prepare for a business review or a qbr, whichever nomenclature you want to use, it'd be really great if it could just read all of Your tasks and meetings and notes and things like that and prepare a nice document for you. So that way you can take that and upload that into some type of deck generation. Same principle for if you have success, wins or if you have an executive summary that you need to send to your sales reps and or your leadership about what's happening with your account. So that's where we do a lot of that and that's where our users are telling us they're saving 5 to 10 hours a week just off of those things. A lot of that admin stuff that you have to spend time gathering and doing, we're able to do those things. And then there's also small things that are just like they're, they're little paper cuts. An example of that will be if you're adding a new attendee to a meeting and they're not a customer contact, our tool will automatically detect that. And then at the click of a button it adds that new attendee as a customer contact. Instead of having to go to a new tab, go into HubSpot, open that hub, click, add a customer. Now it just flows into HubSpot for you. So those are like a lot of the small things where we can reduce some of the kind of pain in the butt things for you and then free you up to do what you do best, which is drive value with your customers and so forth. And so that's where we're focusing that first stage of automation and recommendations that we have for you to keep you on track.

Speaker A: So those hidden activities or those things in the margins and the ankle biters will just kill you. I mean it just becomes insurmountable, death by a thousand cuts, so to speak. One of the things I referred to earlier in your blog, you talk about the real work is in change management. Help us understand what that is rather than me trying to interpret it.

Speaker C: I think that like one of the things that I talk to some other businesses about is there's two real things that you have to look at. One is this change management we talk about, we get into. And the other one is reducing the administrative overhead on your team Monocle solving that first, that second problem which is reducing the administrative overhead. And then we want to use this as a catalyst to bring about the change management. And you hit on it a bit earlier when you talked about AI being in. Companies are trying to figure out where the ROI is. How are they being able to do that? One of the biggest mistakes I see of companies that haven't applied this correctly yet is the fact that they're, they have never really gone into the process of understanding what makes a successful customer from a non monetary perspective. What I mean by that is what feature did the customer use that created the aha moment? How long did that take? What were the different indicators to you that would say, here's what would tell me as a successful customer, you need to understand all of those before you even tackle AI. You need to understand your process, your data, your operations, and really do that. And I think a lot of the companies that have neglected those areas of the business for the last decade and a half, they're the ones that are hurting the most right now because even they can run an AI bot and tell you all these things about your data. But if you've never understood it, or you've never understood the process, or never documented to begin with, the output for you may not mean much. And so that's where you can start capturing things at the input layer with Monocle, and then you can use that to start to understand, okay, where are the changes, improvements that we need to do? Do we need to fix our onboarding? Do we need to fix certain of these other aspects? So to me, I would say before a company goes into a massive AI push of, uh, hey, we're going to do a lot of these things, do the basics first. Understand what that flow needs to look like, understand what your customer journey needs to look like, document that stuff. Then you can start using AI to give you better leverage, give you better automation, and give you better economies of scale rather than going about it the other way.

Speaker A: It triggers a secondary discussion. When we talk about Monocle and onboarding and the simplicity and what you built into it, great. But when you start talking about understanding your business model, understanding the data, understanding that is this something that when you sell Monaco and you start setting your customers up, is that an activity or is it a service that you would offer to them, or is that something you would just coach them up and say, here's things to think through and here's how we can leverage it, because it ultimately has to align with the business vision.

Speaker C: Yeah, I totally agree. And I think that's where you get. I think that runs into the same problem that we've had in customer success for the last two decades, is you have this battle between trying to get budget and alignment on. If you're using human work to peanut butter over gaps and problems that you have with your product, and that's a problem. And, uh, I talk about where I've been at companies where they'll just use post sales, whether it's support services or CS to mask a lot of the product problems that they have because it's hard to onboard, it's hard to use. It's to me then that the product isn't done. You haven't finished shipping the product if the customers are still having a hard time using it. And so you're just trading hours instead of putting those in engineering, you're just exchanging that for post sales. I'm a firm believer in a world of a lot of the times both things can be true. And so for us it's more about spreading awareness now, getting up to the higher level in terms of doing the analytics and stuff like that. From a broader perspective in terms of support tickets and understanding where all the different inputs are. There's a lot of great tooling companies that are coming out right now in the CS space that are handling that aspect. So I think of them as more of solving the macro CS problem and Monocle is really solving that day to day micro problem of how do you actually do that? One company in particular I'd probably shout out would be Magnify. They've done a really good job of being able to put a lot of those inputs and help you understand your data from a churn perspective, understand where you need to go from there. And then Monocle now helps you from an execution perspective. What do we need to do next? And so I think that's where I would draw the line from a services aspect or consulting aspect definitely I would work with a customer or so forth to understand that and do that. But again I'd recommend to any business before you want to go all in an AI on that post sales perspective, you really have to understand these things of the business because if you don't, that's what's going to hold you back.

Speaker B: Yeah, One of the things that I've always thought is customer success. People in general, there's a small proportion of them that can actually install a system very well. They just don't have the background, they haven't done a lot. They come from varying different backgrounds, right from teachers to tech people and everything. And now they get the CS tool and they're like I don't know what to do. You get this varying degree from different CS platforms of uh, we'll just configure it for you. But they don't really know your business to we'll help you but you have to come up with the whole plan. And what I love about Monocle is It's a very quick setup. It has a lot of the decisions that are very repetitive and aren't like business oriented, correct installed in um, them. So can you talk a little bit about that? Yeah. As well as talk about your ideal customer profile for your product?

Speaker C: Yeah, absolutely. So what we have a thing is called motions in Monocle and to your point about having to do that, uh, look, systems, we're so busy and so sometimes we don't need every single step laid out. But it is helpful to have reminders and it's helpful to have a tool that can check against the system to make sure you haven't missed anything. And so that's what Monocle really does at the core, core of uh, understanding is your customer existing or net new? We'll have more motions here soon in terms of renewal, expansion and stuff. But what we do is we make a series of recommendations to you based off of that input to say, okay, you've got a net new customer. There's broadly speaking across our industry there's about nine common things that pretty much every CSM is going to have to do with a net new customer. You're going to need to send some type of welcome email, you're going to need to set up a call with them, you need to set up some time with your sales team to get all the med pick or related sales information about why did they buy, did they purchase any services or whatever. And so what our tool does really well is being able to provide that as a reminder system. Check to see if those things have happened and then give you that, that gentle nudge of saying hey, here's you're missing this thing. You've never built a success plan for this customer. You haven't done this thing yet. And so that's a really helpful reminder on those things. And then our templates, uh, our note templates as well, uh, is a helpful thing in there. We recognize a lot of our users are wearing a lot of different hats and as someone who's hired a bunch of people, managed accounts at the same time, had to build out all the operations as well. It's pretty daunting. And so what we included in Monocle was all the kind of best practices in the form of these templates. So exec escalations, red account reviews, business review, internal prep docs, success plan stuff with all pre baked questions that you should be asking with tasks that are already pre baked so that way you can go through and figure that out. Now we'll obviously be releasing a feature here soon. Where you can upload your own custom templates and do that aspect, but that's where we can help cut a lot of that time out. And you just get almost like a CS operations out of the box and you have that ready to go and you can get started and keep moving with your customers.

Speaker B: That's awesome, Stephen. I think you're onto something that, uh, the other platforms take for granted and feel like CSMs have all this time to actually configure all this stuff, while they also have a book of business and it keeps growing. So can you talk a little bit about that ideal customer profile?

Speaker C: Uh, 100%. So right now our ideal customer profile sits at CS folks and companies around 300 to 200 employees or less. Typically G Suite HubSpot shops. We are adding Salesforce Read only here soon from an integrations perspective. But folks who are at those shops that need help, that they're drowning, they're having to wear a lot of hats, those would be the teams that we're targeting. And then individual CSMs of all spectrum. We have CSMs that are at very large businesses who just care about creating better tooling. And so they use us to provide feedback. And then we also have systems where they're one of two and they are just in the weeds. They have eight different tools that they're trying to do. And so Monocle has been able to come m in and help get rid of a lot of that process for them. And so they now can consolidate into one tool and gives them a ton of their time back from that, especially now that we have bidirectional flow with HubSpot. For some of these folks, they're able to just add notes and it goes up immediately and their sales reps can see it. So that's where we're providing. And I would say our initial ICP is at M. And then as we continue to grow, we'll move up the food chain with larger and more features, especially as we release different capabilities within the tool that larger companies would want to see.

Speaker B: So, Stephen, one of the things we had talked about earlier in the conversation, uh, was around being able to show where you spend your time. Either those big things that just this type of activity takes a lot of time, like setting up a QBR or something like that. Do you have reporting that shows that information?

Speaker C: Yeah, great question. So that was one of the early things that we baked into the tool from the get go was in Monocle is a page called My stats. And this tracks pretty much everything that you're doing. Uh, within the app. Ah, to paint that picture for your leadership on, hey, I'm drowning because of this customer. I've done 40 tasks, 10 meetings, 13 different events with them over the last time period. And you have all of that. You can select whatever time range you want. We have a couple of different views. You can have a nice bar chart or a line thing and you can export that as a PDF and just have a conversation with your leadership. And we've had a couple of early users who found that particularly helpful because they actually don't report into a CS leader, they report to a sales manager and they were able to have a much better conversation with their manager about, this is where my time is actually going. And that can spark better conversations like, oh, wow, that's like, what's happening with that customer? And so finally we want to start creating that visibility to the invisible work for that. And that's just the baseline and anyone can do that in the tool. The second part that we're doing, and I'm releasing it here in the coming days, is now a whole portfolio view of your entire book of business. So similar to how I give you a one click document where it pulls everything you need to do a QBR or a business review ready to go in one document, I'm going to do the same for your entire book of business. And so that way you can have everything ready to go when you're getting ready for your end of month review with your leadership or if you have a big internal quarterly review that you have to do and talk about where are your pain points in your book of business? Where are your expansion opportunities? Where are you spending your time? Having a whole summary of your entire task for that month or quarter really can start to show that value that you're providing for the work. And I think that's a big area in customer success that we've struggled with for a long time was I don't think you're aware of how much goes into these things. And so this is where we want to be able to highlight that and give people that ability to report on themselves and show empirically that, hey, this took a ton of effort. It wasn't just I got a renewal across the finish line.

Speaker B: Yeah. And I think using those stats correctly, you alluded to it. You don't use it to show how busy you are. You use it for a conversation to make sure you're aligned on where you're spending your work and how to work to get more efficient in different areas and then revisit Again, it actually gives a lot of valuable information into the manager that's not looking over your shoulder every day. They can back off and then get those reports and say, okay, let's figure out how we cut down on this. Is there something we can do in the tool to automate to make that better? Let me clear some time so you can get that done or something like that.

Speaker C: It feeds into the larger conversation. If we're able to have that across the larger team and you're able to start surfacing those and say, okay, why are my teams having to spend, let's say, 300 different task events related around our onboarding process? Something's not right. We need to go back to product and engineering and have a conversation about what is happening. The other aspect to this too, with Monika, what we want is we keep hearing constantly throughout the customer success space of oh, you need to be more proactive. You need to be more proactive. The problem is that the tooling in the systems often aren't designed for us to be proactive and we have to remove an administrative overhead layer in order to put our people in a position to become proactive. And I think that's the first step of doing this is one, giving them the automation and AI extensions of themselves to do that and then two, giving them the evidence and data to go back and say, here's what it actually took for me to reduce administrative overhead and become more proactive. And I think those two combined can help bring it back to earlier. That can help bring about change management within your organization.

Speaker B: Yeah. And I also see the ability, if you see one person on your team, it takes a long time here, but another one doesn't.

Speaker C: Yep. Right.

Speaker B: You can actually start to pair them up to actually help them start to share some information to make them better in certain areas.

Speaker C: Correct.

Speaker A: You also have the QBR document generator as well. And so that to me provides, hey, here's where we're spending a lot of our time now you get to the qbr. My impression would be as a summarization, here's the value you've gotten that kind of rolls everything up. Is that a fair assessment for the

Speaker C: QBR document that we have is definitely designed to be customer facing when it's done and thrown up in a. And we do have in there value realization that's happened against the metrics that you've put in there. We do have how you're tracking against the goals, what pain points, key wins, any strategic initiatives or priorities. So yeah, I would say it definitely is Rolled up into here's everything that's happened to be able to provide this moment in time.

Speaker A: And I would think for your individual buyers who's purchasing your software, these type of reports are really valuable to them to take up to the board, to CFOs, et cetera, saying hey, we've invested in this. Look at the added value we're getting, look how we're streamlining things and actually able to focus on generating more strategic relationships with our customers, upselling, cross selling, whatever it might be associated.

Speaker C: Oh, 100%. Yeah. And I think that's one of the attractive things about the approach that we've been able to take take is having a really low monthly user cost with fixed AI costs that are not even passed through to the user. Uh, so you're not even getting any surprise AI bills. And I think we've heard that, I think we talked on that earlier is we've had a couple of customers where that took them by surprise with some of the other platforms and why they're pulling that platform out and going with Monocle is that's all fixed. And so I think that's a huge advantage for them. Immense cost savings really reduces administrative overhead, lets them be more proactive and then shows clear, definitive proof of their time to value. In terms of. Yeah, I was able to get going within five minutes. I think that's one of the benefits too is I don't need a six month implementation process. I don't need to go hire a me or someone like me to go in and do this. I just want to be able to up and running in five minutes.

Speaker B: So Stephen, I have two feature requests.

Speaker A: Okay.

Speaker B: And every platform I've evaluated, they don't address this and I think it is a miss. And in the customer success world, I've actually put things out there.

Speaker C: Okay.

Speaker B: One of the things that CS platforms track is the renewal date.

Speaker C: Yes.

Speaker B: They don't track the budget cycle and usually the budget cycle is going to be where they decide which apps are going to renew, which ones are not. And if you wait for the renewal date, you might already have been cut, correct?

Speaker C: Yeah, 100%. Yeah.

Speaker B: And I think having that ability to highlight what's the budget cycle and people have to fill that in. You have that little reminder like, like you need to know the budget cycle of your customers and in 90 days prior to that. The other, the second feature, is there a way you can develop a value report out of there to help the customer then go justify why they need to keep that product?

Speaker C: Yeah. Almost like Basically building a renewal statement of, uh, this is why you should renew with us in addition to the budget cycle. So agree. It's funny you should mention that. So one of the next things that we're working on in addition to the salesforce is I'm looking at a very easy opportunity tracking aspect of understanding, like when that renewal is up, uh, because we obviously track the renewal date. But to your point, a little bit more details on and it would be nice to be able to have generate a renewal statement here, all the things that have happened. So we have most of that data in the back end to be able to do. So I think we should talk more about what that would look like, but. Agreed.

Speaker B: Yeah, those are some things I've seen. I've evaluated three to four different platforms and none of them have that. Okay, so one of the questions we ask all our guests, is there something in LinkedIn from a profile perspective that you recommend CSMs and CS professionals do, or is there a pet peeve that you have that you recommend stop doing that in your LinkedIn profiles?

Speaker C: That's a good question. I've had to massively ramp up my LinkedIn presence and posting because this is where a lot of our customers live. And everything I've seen is I see a lot of people really having to try and figure out the algorithm of uh, what's going to hit, what's going to make a mark, how can they position themselves to gain that visibility. Because a lot of folks are trying to just look for an edge to be able to position for jobs or anything like that. From like a pet peeve perspective, I would say LinkedIn's a professional network. I think it needs to stay that way. So that would be kind of one of my pet peeves that I see. But what do I see people doing good is I think the more authentic you can be, the better. More stuff from like what you're really feeling from a business perspective or your job is what I'm seeing resonate very well and get a lot of different traction. And I would say that's what people should keep doing to whatever they're comfortable with.

Speaker A: And I would agree with your statement because when I watch your postings or read your blog, it really is focused on that. And it's also consumable bites. It's not like you're putting out a novel out there. You're putting out something that's consumable, really simple to understand and to track whether folks want to use it or not. It's at least consumable awesome.

Speaker B: Well, thank you Stephen for being on our podcast. We'll post in LinkedIn and in uh, the podcast episodes information to get to your website. What's the best way for people to get in touch with you? You have your website, but do you prefer through LinkedIn or email or anything like that?

Speaker C: LinkedIn, definitely. And then also on our website you can book a demo and that goes straight to my calendar. So if you want to just set up some time with me and chat and talk about the product or just talk about cs, go there and book some time with me and we'll chat.

Speaker B: Awesome. Well, thank you. Appreciate it.

Speaker C: Yes, thank you all. I appreciate the time.

Speaker A: Fantastic. Thank you. Wow. Well Alex, that was a great session. I really enjoyed all um, of the points that Steven brought up. What are your thoughts on this?

Speaker B: I love his product. I like his personality. He makes you excited about CS and the possibilities with CS platforms. I love the concept of executive assistant for csms because really that's a new tagline because there's so much administrative stuff that you have to do that takes away from your time talking to customers and getting things ready. That concept alone just grabs your attention. Oh my God. I could have someone that just helps me get all this stuff done. And I can see it being very valuable to people that have a, uh, low budget but they need a strong platform and that this is it.

Speaker A: It's funny that they built it into the application with AI from the ground up for years. We always talk to customers and uh, even internal company. How do we improve a process, how do we remove waste, how do we make ourselves more productive? That it's client facing or revenue generating or true outcomes. And with the application they've built it in already, I was just absolutely impressed with the direction they're going and the reason why. It just makes so much sense.

Speaker B: Yeah. And so many of the CS products are the top tier products have built in all this stuff for flexibility of doing this and that and this and that, which is great. But sometimes people just need the basics to get started. Give me some templates, give me something I can make a few modifications to. I'm done. Because these small teams, they're usually one or two people that are at a company and it's not like they can stop and implement a product for 60 days or 90 days or 120 days. They got work to do and they have a half an hour they can spend on this because they're working with the customers. And it's a great opportunity to use something like Monocle to be able to build out that functionality. And at the end of the day, a lot of people are starting to talk about CST teams. If they own renewals and expansion, they're responsible for up to 70 to 80% of the recurring revenue every year. And having a platform at least to show the value of what it is and then start to build from there. This is a great starting point for a lot of teams out there and recommend they look at this as a option when they're looking for a platform.

Speaker A: Yeah, I agree. The basic and the fundamental items are there right out of the box, so to speak. And really interestingly, to set it up and get started and begin using it is four or five steps. It's hey, let's sign up, let's get rocking and rolling. And again, it may not have all the bells and whistles, but fundamentally what you need is there, especially with a small team, and it doesn't take a PhD to get it implemented and get onboarded right out of the box. So I was quite impressed.

Speaker B: Yeah. And these are the early days of Monocle, so if you sign up and start using it, you're going to have direct feedback, right to Steven. He's going to make sure that things get built out and the priorities his customers want can have a big say on the way it's going. We will definitely put a link to the website so you can get a demo and see some more information. We'll put that in our LinkedIn post as well as in the description for the podcast, so you can click on that. Anything else, David, before we wrap up this episode?

Speaker A: Nope, I'm good. It was a great session. I appreciate Stephen spending the time and joining us.

Speaker B: Awesome. Well, thank you to our listeners. Please remember to rate and comment on our podcast. We appreciate everyone taking the time and we'll talk to you soon.