Meeting Title: Review pitch for GlobalVetLink Date: 2026-03-27 Meeting participants: Greg Stoutenburg, Robert Tseng
WEBVTT
1 00:00:40.530 ⇒ 00:00:41.470 Robert Tseng: Hey, Greg.
2 00:00:45.730 ⇒ 00:00:46.570 Greg Stoutenburg: Morning.
3 00:00:47.020 ⇒ 00:00:48.920 Robert Tseng: Morning. Happy Friday.
4 00:00:48.920 ⇒ 00:00:52.660 Greg Stoutenburg: Happy Friday, yes, very happy Friday. Going to a concert in Baltimore tonight.
5 00:00:53.160 ⇒ 00:00:53.990 Robert Tseng: Baltimore.
6 00:00:55.110 ⇒ 00:00:56.800 Greg Stoutenburg: Oh, about an hour away.
7 00:00:56.800 ⇒ 00:01:01.160 Robert Tseng: Oh, okay, I was like, how far is that from me? Yeah, Philly to Baltimore is about, like, an hour here.
8 00:01:01.640 ⇒ 00:01:05.799 Greg Stoutenburg: Yeah, it’s, I’m closer to Baltimore than I am to anything interesting in Pennsylvania.
9 00:01:06.060 ⇒ 00:01:06.910 Robert Tseng: Oh, nice.
10 00:01:06.910 ⇒ 00:01:08.639 Greg Stoutenburg: Yeah, Maryland’s only 20 minutes away.
11 00:01:09.050 ⇒ 00:01:09.750 Robert Tseng: Yeah.
12 00:01:09.980 ⇒ 00:01:16.820 Robert Tseng: Baltimore, definitely very underrated. Actually, like, one of my favorite restaurants on the East Coast is, like, by the train station in Baltimore.
13 00:01:16.820 ⇒ 00:01:17.200 Greg Stoutenburg: Really?
14 00:01:17.200 ⇒ 00:01:18.529 Robert Tseng: Through Baltimore, yeah.
15 00:01:18.530 ⇒ 00:01:19.370 Greg Stoutenburg: Nice, yeah.
16 00:01:19.370 ⇒ 00:01:19.720 Robert Tseng: Yeah.
17 00:01:19.720 ⇒ 00:01:30.080 Greg Stoutenburg: I even spent enough time down, but, like, Inner Harbor Suite, and I’ve seen a couple shows down there. My brother played a show, actually, which was pretty cool at Ramshead Live before they took it away.
18 00:01:30.080 ⇒ 00:01:30.910 Robert Tseng: No.
19 00:01:31.170 ⇒ 00:01:34.099 Greg Stoutenburg: Everything near, Camden Yards is awesome.
20 00:01:34.110 ⇒ 00:01:35.489 Robert Tseng: Yeah. There isn’t.
21 00:01:35.550 ⇒ 00:01:36.430 Greg Stoutenburg: Yeah.
22 00:01:38.780 ⇒ 00:01:39.620 Robert Tseng: Cold.
23 00:01:40.080 ⇒ 00:01:46.899 Robert Tseng: Well, yeah, I guess we’re gonna mostly talk… I mean, the… thanks for the Eden changes, I think I already… I already sent that off.
24 00:01:47.310 ⇒ 00:01:52.270 Robert Tseng: I mean, I can just share really briefly about, like, kind of what I… what I learned from Omni. So…
25 00:01:52.480 ⇒ 00:02:05.120 Robert Tseng: just a go-to-market motion with Omni, I mean, their feedback to me yesterday was like, hey, like… which… let me take… I’ll just… I’ll just say their feedback, and then we can kind of interpret it, but, like, they’re like,
26 00:02:05.460 ⇒ 00:02:22.530 Robert Tseng: they think we take too long in, like, getting a deal over the line, because they’re, like, they’re used to giving two-week trials. Yeah. And… yeah, you know, in both Eden and Element, it’s, like, you know, dragging out six to eight-week kind of trials, and
27 00:02:22.990 ⇒ 00:02:27.050 Robert Tseng: I mean, Max just feels like he’s getting pushback for doing that.
28 00:02:27.250 ⇒ 00:02:28.060 Greg Stoutenburg: Yeah.
29 00:02:28.060 ⇒ 00:02:32.239 Robert Tseng: No, my thought is, like, They would never…
30 00:02:32.940 ⇒ 00:02:39.919 Robert Tseng: one is, like, they would never even have their foot in the door if we didn’t even push for this, so I’m not really… I’m not that insistent on… on… on that.
31 00:02:40.200 ⇒ 00:02:47.410 Robert Tseng: Like, their timeline is on our timeline. Like, just, there’s no way, like, an element that has never
32 00:02:47.610 ⇒ 00:02:51.390 Robert Tseng: use the BI tool is going to select the BI tool within 2 weeks. So.
33 00:02:51.390 ⇒ 00:02:52.030 Greg Stoutenburg: Nope.
34 00:02:52.030 ⇒ 00:03:02.860 Robert Tseng: But where they’re at now is they’re actually gonna shop around. They’re talking… they’re gonna work with a couple other… they want to trial a couple other vendors, so I don’t think that Relevant’s gonna make a decision for another month.
35 00:03:02.860 ⇒ 00:03:03.750 Greg Stoutenburg: So…
36 00:03:03.750 ⇒ 00:03:14.980 Robert Tseng: Yeah, which they’re not happy about, or, like, Omni’s not happy about, but, you know, it is what it is. We’re just gonna kinda keep our head down, keep doing the topic development. The other thing we’re learning is that
37 00:03:15.410 ⇒ 00:03:22.540 Robert Tseng: I mean, I don’t really know who’s signing on to do Omni within 2 weeks, but most of the people I met at OmniVision, very small.
38 00:03:22.540 ⇒ 00:03:23.410 Greg Stoutenburg: Yeah, okay.
39 00:03:23.410 ⇒ 00:03:32.569 Robert Tseng: our… I did meet a couple, organizations that were 1,000 plus, one, like, big asset management fund, and then also, like.
40 00:03:33.000 ⇒ 00:03:46.930 Robert Tseng: some other fintech company. It’s interesting. Obviously, the tune there is different. They have pretty much two full-time, like, Omni people working with them. Just, like, on call, anytime there’s an issue, just, like, 24-7 support for them.
41 00:03:46.930 ⇒ 00:03:47.300 Greg Stoutenburg: Yeah.
42 00:03:47.450 ⇒ 00:04:05.379 Robert Tseng: So, obviously, the standards are different, and the contract size for… on CPG with our organizations, which are less than 50 people, or, like, the number of seats is even lower. It’s like, you know, we’re doing less than 30 seats on both clients, so, that’s probably why they’re less willing to,
43 00:04:05.680 ⇒ 00:04:13.799 Robert Tseng: you know, be flexible with our prospects, or, like, the clients that we’re bringing them, but… but yeah, so that’s, like, that’s a situation I’m navigating with Max.
44 00:04:14.120 ⇒ 00:04:17.649 Robert Tseng: Yeah.
45 00:04:17.760 ⇒ 00:04:18.289 Robert Tseng: Just like…
46 00:04:18.290 ⇒ 00:04:25.800 Greg Stoutenburg: that, I would love to know what their typical roadmap looks like. Now, I know our team is behind getting the OMI certification, but I don’t think it’s really going to inform anything.
47 00:04:25.800 ⇒ 00:04:27.049 Robert Tseng: I don’t think that really matters.
48 00:04:27.050 ⇒ 00:04:27.410 Greg Stoutenburg: Yeah, I don’.
49 00:04:27.410 ⇒ 00:04:30.619 Robert Tseng: It is, like, something that they keep being insistent about, but, like.
50 00:04:31.070 ⇒ 00:04:50.489 Robert Tseng: come on, we… me being there, I mean, you’re obviously more the expert on Omni now, but even just hearing the conversations at some of the roundtables that I was sitting in yesterday, people have no idea how to, like, actually steer Omni, you know? This, like, idea of, like, okay, you get Bloppy set up, and, you know, yeah, they’re very much just, like.
51 00:04:50.490 ⇒ 00:04:50.840 Greg Stoutenburg: outlook.
52 00:04:50.840 ⇒ 00:05:08.609 Robert Tseng: the most common question was, like, why don’t, like, can’t we just throw this into cloud code at this point, right? And I think that is the biggest objection that prospects are having at this point. It’s like, how reliable really is the semantic layer for, like, producing,
53 00:05:09.050 ⇒ 00:05:12.060 Robert Tseng: helping you, like, get to the answer that you want, I guess.
54 00:05:12.060 ⇒ 00:05:12.540 Greg Stoutenburg: Yeah.
55 00:05:12.540 ⇒ 00:05:22.890 Robert Tseng: You know, Omni has to stand up there, their CEO has to stand up there in the conference and say, like, the semantic layer is everything, and, you know, this is where all… it is where everything that…
56 00:05:22.890 ⇒ 00:05:24.269 Greg Stoutenburg: That’s the business.
57 00:05:24.270 ⇒ 00:05:38.019 Robert Tseng: them. That is their business, yeah. I think for us, like, we don’t have to be as opinionated about that. I think the semantic layer is part of it, I think. But yeah, I mean, I do think that the feedback loop that Omni has to be able to
58 00:05:38.200 ⇒ 00:05:51.920 Robert Tseng: make changes to topics, and, like, that automatically creates suggestions to the semantic layer, and then we get to, as the engineering experts, decide, like, what changes we actually want to implement to the models. Like, that guardrail
59 00:05:52.110 ⇒ 00:05:53.790 Robert Tseng: Those guardrails help.
60 00:05:53.910 ⇒ 00:06:03.190 Robert Tseng: steer on the… in a better direction than what a lot of these other customers that I’m… that I was, like, talking to are… are able to do with it. So.
61 00:06:03.360 ⇒ 00:06:17.739 Greg Stoutenburg: Well, that was my thinking with the side-by-side for ELT. Like, here’s what actually you’ll see if you just ask your database a question. Yeah. And that’s even with all our context, that it’s gonna, you know, and it’s still a confused response.
62 00:06:17.740 ⇒ 00:06:18.340 Robert Tseng: Yeah.
63 00:06:18.480 ⇒ 00:06:20.549 Robert Tseng: So I feel better, kind of like.
64 00:06:20.760 ⇒ 00:06:25.160 Robert Tseng: Handling that objection moving forward, but we also have to just preempt that, that, like.
65 00:06:25.160 ⇒ 00:06:25.640 Greg Stoutenburg: Yeah.
66 00:06:25.640 ⇒ 00:06:30.279 Robert Tseng: Anytime we’re selling this to a client, we should just expect that they’re gonna be…
67 00:06:30.370 ⇒ 00:06:49.280 Robert Tseng: they’re gonna try throwing it into quad code, or they’re probably working with some other vendor who’s not, like, a data team like ours, and they’re gonna try doing that as well. And that could stall the deal. So, I think, you know, as we clear up some of these objections, and we… yeah, I think I really need to bring
68 00:06:50.660 ⇒ 00:07:10.479 Robert Tseng: we’re trying to hire for, like, a partner’s account manager or whatever, like, some type like that, who’s gonna, alongside, you know, me and, like, you, other people who are really client… partner-facing, and, obviously, like, just building out the playbooks for, like, how do we… like, the go-to-market strategy with these partners. Max doesn’t know how to sell the
69 00:07:10.480 ⇒ 00:07:11.520 Robert Tseng: the product.
70 00:07:11.580 ⇒ 00:07:25.389 Robert Tseng: with, with us, and I think we have to, like, teach him, work with him to figure that out. And I think we… I mean, these are our first, first two, first two, deals with them, so, like, I… whatever, learning process, but… Yeah.
71 00:07:25.460 ⇒ 00:07:28.740 Robert Tseng: Yeah, I think at least if we do that, we can…
72 00:07:29.100 ⇒ 00:07:38.029 Robert Tseng: even if he doesn’t end up being, like, our go-forward AE, because he’s like, whatever, like, grumbling about, kind of, the speed that we move at, like, I’ll…
73 00:07:38.030 ⇒ 00:07:51.250 Robert Tseng: you know, I’ll go to another AE and offer them the same thing with his book. So, but yeah, so that’s kind of something I’m… one of the things I’m trying to figure out coming out of that conference.
74 00:07:53.460 ⇒ 00:08:00.609 Robert Tseng: Yeah. Okay, but anyway, that was, like, I know that wasn’t the original topic, I just wanted to at least let you know, yeah.
75 00:08:00.610 ⇒ 00:08:01.630 Greg Stoutenburg: Yeah, that’s good context.
76 00:08:02.220 ⇒ 00:08:02.870 Robert Tseng: Yeah.
77 00:08:03.680 ⇒ 00:08:06.160 Greg Stoutenburg: Want to chat about Eden real quick, and then move on to Global VetLink?
78 00:08:06.570 ⇒ 00:08:12.610 Robert Tseng: Yeah, so on the Eden side, or I guess what… for Eden, what do you want to chat about?
79 00:08:13.180 ⇒ 00:08:15.919 Greg Stoutenburg: I mean, I guess it’s,
80 00:08:16.310 ⇒ 00:08:31.630 Greg Stoutenburg: I mean, maybe you can just tell me the sort of the state of play. So I’ve heard a handful of objections that you’ve said, like, you know, ELT was worried about reliability, they were worried about, enablement, and now we’re kind of coming down to the line where we really need to get Josh’s signature, so… Yeah.
81 00:08:31.630 ⇒ 00:08:42.190 Robert Tseng: give it Adam’s signature, and I think, I mean, legal cleared it yesterday, so I think we’re good there. It’s really just Adam’s signature now, so that’s why I asked him back to just bump up the contract.
82 00:08:42.190 ⇒ 00:08:49.210 Robert Tseng: I think the deck is what it is, we share the insights. Like, I think that you have all the right ideas. I think just, like, in terms of kind of formatting in a way where
83 00:08:49.210 ⇒ 00:09:03.390 Robert Tseng: It’s just easier for them to consume, and easier for me to draft my message, because I literally just export a PDF, throw it to a cursor, ask it to pull the headers, kind of, like, summarize it. Like, I think all that just helps speed up, speed that up for me when I’m sharing.
84 00:09:03.390 ⇒ 00:09:03.840 Greg Stoutenburg: buckle.
85 00:09:03.950 ⇒ 00:09:05.030 Robert Tseng: Yeah.
86 00:09:05.280 ⇒ 00:09:22.769 Robert Tseng: Yeah, and then, I mean… yeah, anyway, so that was that. I think, I think we’re good there. Yeah, I’m expecting, you know, if I don’t hear from them in a couple hours, I’m gonna call Adam later this afternoon. Like, I’m gonna just kinda keep bothering them until they give a yes-no on this today, so…
87 00:09:22.770 ⇒ 00:09:31.929 Greg Stoutenburg: Yeah, I don’t know what their alternatives might be. If they’re not gonna do this. I don’t know, I don’t know what they’re thinking. Maybe try to get ahold of Tableau again, who clearly don’t care about us.
88 00:09:31.930 ⇒ 00:09:43.360 Robert Tseng: No, they don’t want Tableau, yeah. And, you know, I kind of sent in my… I don’t think I sent… forwarded you this message, but I was talking to Josh and legal, and their… Jared is their legal guy, and I was like.
89 00:09:44.250 ⇒ 00:09:51.170 Robert Tseng: this deal needs to go over this week. We are not bracing for a backup plan. Once it shuts off on the 31st, you know, you guys
90 00:09:51.560 ⇒ 00:09:59.950 Robert Tseng: these guys will be behind, and I’m not planning for that. So, I’m expecting this deal to go forward. I’m not creating a contingency, so, like…
91 00:09:59.950 ⇒ 00:10:00.660 Greg Stoutenburg: Yeah.
92 00:10:00.660 ⇒ 00:10:15.580 Robert Tseng: If we get to that point, fine, whatever, like, it’s not the end of the world, like, we’ll move forward and be very, kind of, annoying to deal with, but, like, then everything else will pause, and we will basically go back to just doing basic BI work and do nothing else for you guys, so…
93 00:10:16.180 ⇒ 00:10:18.509 Robert Tseng: Yeah, so… Alright.
94 00:10:19.100 ⇒ 00:10:21.070 Robert Tseng: Yeah, that’s kind of the situation there.
95 00:10:21.570 ⇒ 00:10:23.750 Greg Stoutenburg: All right Yeah.
96 00:10:24.080 ⇒ 00:10:25.620 Greg Stoutenburg: Alright, GVL?
97 00:10:25.620 ⇒ 00:10:26.320 Robert Tseng: Yeah.
98 00:10:26.520 ⇒ 00:10:46.199 Robert Tseng: Okay, so I read through this doc. I think, kind of, yeah, I think your recommendation is continue to trim Pendo, which I recall from my initial discovery, just the high volume of events where they’re never being used. I think, I don’t know if your tracking plan got implemented. I don’t know, I guess, like.
99 00:10:46.300 ⇒ 00:10:52.599 Robert Tseng: where… like, where do you… like, what are the… what do you think are the recommendations here? Like, I see some…
100 00:10:52.950 ⇒ 00:10:55.690 Robert Tseng: Yeah, why don’t you kind of talk it over with me?
101 00:10:55.820 ⇒ 00:11:09.959 Greg Stoutenburg: Yeah, sure. So just looking at, like, what we… what’s done, I have all the deliverables that were mentioned in the SOW. They’ve got a completed event tracking plan that I’ve worked on collaboratively with Kat. She hasn’t seen the final version, but I’ve got final edits from conversations with her and the PM.
102 00:11:09.960 ⇒ 00:11:33.680 Greg Stoutenburg: Yeah. I’ve got a tool recommendation, which is basically going to say you need to either extensively trim Pendo and do some new dashboarding, or switch over to another tool that I think is going to be, better and more powerful. And, you know, I compare, Pendo with Amplitude and Mixpanel and PostHog, and ultimately, you know, try to nudge toward Amplitude. Yeah. Which I do think would be a better way to go. I mean, Pendo is kind of a…
103 00:11:33.680 ⇒ 00:11:37.210 Greg Stoutenburg: It’s sort of a funny platform for product analytics.
104 00:11:37.210 ⇒ 00:11:39.870 Greg Stoutenburg: Yeah. And, yeah, so…
105 00:11:39.870 ⇒ 00:12:02.429 Greg Stoutenburg: And then, finally, the Pendo audit. So, what I did for the Pendo audit is I just… I… I looked at everything that we have in the tracking plan, and then I… I took all of the features, pages, and track events, which they call different things. Basically, pages and features are… you install a pixel, and then it’s just, like, auto-tracking activity in a page area. So, naturally, tons of redundancy.
106 00:12:02.720 ⇒ 00:12:03.190 Robert Tseng: Yeah.
107 00:12:03.190 ⇒ 00:12:07.910 Greg Stoutenburg: those things, and then the track events. They had 68 track events, right.
108 00:12:07.910 ⇒ 00:12:29.060 Greg Stoutenburg: lots of overlap. So basically, I identified all those overlaps and said, here are ones that are overlaps that aren’t doing anything, here’s, like, 150-something features that you’ve got implemented that haven’t had any activity in forever, and then here’s what actually aligns to the tracking plan. So, that’s the audit that I’m going to give them. I think that… I think they’re going to like that.
109 00:12:29.310 ⇒ 00:12:46.100 Greg Stoutenburg: but need to review it to them. So, my take on where we are now is, yeah, I mean, make… it’ll be to move to Workstream 2, effectively, which is just do the new instrumentation, whether that’s trimming or setting up a new tool, and automate what they want to automate. They’re using HubSpot, they’re doing these manual pulls, they’ve…
110 00:12:46.100 ⇒ 00:12:56.790 Greg Stoutenburg: told me a few different times about some of the… what that manual work looks like, and how often they do it, and there’s plenty of opportunity to just go, you know, if… whenever someone makes it to this stage in the funnel, but not that stage.
111 00:12:57.000 ⇒ 00:13:07.639 Greg Stoutenburg: you know, send them an email. So it’ll be to, understand where they want those interventions to be, and… and build that. So, I see that as the basic pitch.
112 00:13:08.470 ⇒ 00:13:09.150 Robert Tseng: Okay.
113 00:13:10.200 ⇒ 00:13:22.080 Greg Stoutenburg: And I think they do want more. They’ve got more appetite. Like, they’ve been asking more questions about dashboarding. Kat has said, like, hey, it’s okay if we take longer, I’m interested in, you know, these engagement things, so…
114 00:13:22.210 ⇒ 00:13:24.190 Greg Stoutenburg: Yeah. I think we’re in good shape with them.
115 00:13:24.570 ⇒ 00:13:33.690 Robert Tseng: Okay, I mean, obviously it’s a fixed contract audit to start, so, like, all of this needs to be deferred, so we can’t… everything’s like, okay, I hear you, we’ll put it in the backlog, but we’re not gonna do anything about it.
116 00:13:33.690 ⇒ 00:13:40.230 Greg Stoutenburg: Yeah, I didn’t agree to the dashboard or anything, I didn’t agree to do any of that, just said, like, yeah, we’ll keep that in mind, and that could be follow-on work.
117 00:13:40.230 ⇒ 00:13:49.839 Robert Tseng: Okay, yeah, I’m assuming you probably spent around 5 hours to this point, and then now it’s like, what are we, like, I guess the face of it, what we’re calling Workstream 2, like.
118 00:13:50.020 ⇒ 00:14:04.430 Robert Tseng: I mean, I think it was still unclear, like, whether we were taking on, like, is… are we actually gonna implement the events for them, or if they have an engineering resource? Like, this… this is not, like, the end of the engagement, right? Isn’t this just, like, this is just, like, part… part two?
119 00:14:04.840 ⇒ 00:14:11.860 Greg Stoutenburg: I mean, so in our SOW, my understanding from you is that all they explicitly signed on to was Workstream 1, and Workstream.
120 00:14:11.860 ⇒ 00:14:12.689 Robert Tseng: Oh, really? Okay.
121 00:14:12.690 ⇒ 00:14:13.700 Greg Stoutenburg: these deliverables.
122 00:14:13.700 ⇒ 00:14:14.720 Robert Tseng: Forgot, yeah.
123 00:14:14.720 ⇒ 00:14:16.740 Greg Stoutenburg: Yeah, I mean, does that sound right?
124 00:14:17.770 ⇒ 00:14:19.060 Greg Stoutenburg: I don’t think we actually agreed…
125 00:14:19.520 ⇒ 00:14:34.919 Greg Stoutenburg: When I look in the SOW, I don’t see that we agreed to instrument anything. There was a provision in there for additional hours, and… I mean, between meetings with them, I probably did… I probably did a total of 3 hours of meetings. I probably did… yeah.
126 00:14:35.560 ⇒ 00:14:37.400 Greg Stoutenburg: 3 or so more.
127 00:14:37.650 ⇒ 00:14:39.379 Greg Stoutenburg: On top of that, so, I don’t know.
128 00:14:39.380 ⇒ 00:14:39.840 Robert Tseng: Yeah.
129 00:14:39.840 ⇒ 00:14:41.500 Greg Stoutenburg: I’ll say it took me 7 hours.
130 00:14:41.500 ⇒ 00:14:42.579 Robert Tseng: Yeah, sure.
131 00:14:53.990 ⇒ 00:15:03.710 Greg Stoutenburg: And then as far as, like, as far as building anything, if they did come back, like, hey, we really thought that you were actually going to, you know, build a dashboard, then I’d just say, like, okay, fine, and I would just use…
132 00:15:03.940 ⇒ 00:15:09.270 Greg Stoutenburg: they have so many events in there already, I would just use what’s already in there, and just put together a dashboard.
133 00:15:12.500 ⇒ 00:15:21.369 Robert Tseng: Yeah, so it looks like we did… I mean, I’m looking at the consulting agreement, and we said that
134 00:15:21.710 ⇒ 00:15:28.360 Robert Tseng: Yeah, Workstream 1 and the Workstream 2 is the workflow instrumentation. We’ve done that, but then we have to
135 00:15:28.780 ⇒ 00:15:33.680 Robert Tseng: Yeah, no, yeah, so we did, we would do the implementation, so…
136 00:15:34.560 ⇒ 00:15:38.649 Robert Tseng: Yeah, like, I don’t… I don’t think it was just Workstream 1, at least I don’t know where you…
137 00:15:39.120 ⇒ 00:15:41.289 Greg Stoutenburg: Yeah, can you show me that? Because that’s…
138 00:15:42.500 ⇒ 00:15:46.330 Greg Stoutenburg: I was looking at the SOW and going, like, okay, I think this is the handoff time.
139 00:15:46.750 ⇒ 00:15:49.459 Greg Stoutenburg: Where we say, hey, do you want us to do Workstream 2?
140 00:15:52.580 ⇒ 00:15:56.389 Robert Tseng: Yeah, so this is the consulting agreement we sign. So…
141 00:15:59.720 ⇒ 00:16:00.540 Greg Stoutenburg: Okay.
142 00:16:08.190 ⇒ 00:16:09.370 Greg Stoutenburg: Okay, so one…
143 00:16:09.370 ⇒ 00:16:13.270 Robert Tseng: Yeah, I mean, this all moved slower than I thought. I think this was… I thought this was gonna be, like.
144 00:16:13.690 ⇒ 00:16:17.540 Robert Tseng: 5 hours for, like, Workstream 1, and then, like.
145 00:16:18.280 ⇒ 00:16:21.169 Robert Tseng: I mean, this is just taking one…
146 00:16:21.510 ⇒ 00:16:28.159 Robert Tseng: part of the design, data design workflow, and just… just doing it for just… for just that. Sure. Yeah.
147 00:16:28.900 ⇒ 00:16:29.620 Greg Stoutenburg: Okay.
148 00:16:31.060 ⇒ 00:16:33.870 Greg Stoutenburg: Okay, yeah, alright, that’s fine.
149 00:16:34.050 ⇒ 00:16:36.629 Greg Stoutenburg: I can tidy that up. So,
150 00:16:37.780 ⇒ 00:16:43.600 Greg Stoutenburg: I still think it would make sense to show them what’s been done so far, and make the pitch.
151 00:16:43.820 ⇒ 00:16:45.269 Greg Stoutenburg: What do you think?
152 00:16:45.930 ⇒ 00:16:53.190 Robert Tseng: Yeah, I mean, absolutely, we should still do that. I mean, the contract ends on Monday, so we’re kind of, like, in a… in a bind now, where…
153 00:16:53.940 ⇒ 00:17:01.020 Robert Tseng: I don’t know how they’re gonna… if they’re gonna hold us… I mean, if I were her, I’d be like, you didn’t do this, and the contract is up now, so…
154 00:17:01.540 ⇒ 00:17:02.160 Greg Stoutenburg: Yeah, I mean, I can…
155 00:17:02.160 ⇒ 00:17:03.449 Robert Tseng: That’s an extension, yeah.
156 00:17:03.450 ⇒ 00:17:09.560 Greg Stoutenburg: Yeah, I mean, well, so Kat did explicitly state, she said, hey, if it takes a little bit longer, that’s okay.
157 00:17:11.810 ⇒ 00:17:12.770 Greg Stoutenburg: Yeah.
158 00:17:13.589 ⇒ 00:17:17.859 Robert Tseng: Okay, but I think their expectation will still be that this needs to be part of that, so…
159 00:17:18.019 ⇒ 00:17:18.899 Greg Stoutenburg: Okay.
160 00:17:19.329 ⇒ 00:17:22.299 Robert Tseng: Yeah, like, what’s… what is remaining then?
161 00:17:23.089 ⇒ 00:17:33.750 Greg Stoutenburg: So, what’s remaining to deliver on that, then, is I’ll just make sure that the event tracking plan captures all of the events that are part of this flow.
162 00:17:36.690 ⇒ 00:17:38.110 Greg Stoutenburg: Which is just…
163 00:17:40.480 ⇒ 00:17:52.679 Greg Stoutenburg: I mean, sorry, I know the event tracking plan does, but I mean, make sure that Pendo actually has these captured. So, login, certificate workflow started, ownership submitted, movement submitted, animal submitted, certificate previewed.
164 00:17:52.880 ⇒ 00:18:04.570 Robert Tseng: And because it’s, like, a trekking pixel, we don’t necessarily have to do the cus… like, I think there are ways to fulfill the SOW without any engineering work. We literally just, like, build the report with what they have, and it’s like…
165 00:18:04.570 ⇒ 00:18:19.829 Greg Stoutenburg: That’s exactly what I think, yeah. And then… and then I think, and then I think the second work stream is going to be, alright, do you now want us to tidy up your Pendo implementation, or move you to Amplitude or something else? One. Do you want us to actually set up these automations with HubSpot?
166 00:18:20.250 ⇒ 00:18:22.299 Greg Stoutenburg: And then that would be the additional work.
167 00:18:23.190 ⇒ 00:18:32.080 Robert Tseng: Yeah, I mean, you spent some time in there, like, what’s… what’s their business? Like, what are the opportunities? I think we’re, like, identifying, like, some of the…
168 00:18:32.450 ⇒ 00:18:37.449 Robert Tseng: Remember, we could just keep stacking work streams, but, like, is there a greater strategy play here?
169 00:18:38.090 ⇒ 00:18:43.049 Greg Stoutenburg: Yeah, I mean, their business is built on certificates being created by vets.
170 00:18:43.180 ⇒ 00:19:03.060 Greg Stoutenburg: And so, the more vets and clinics they can get coming in here and doing that, the better. They’ve got… where I see… where I see an opportunity is they’ve got a lot of things that are done manually that don’t need to be done manually. So, for example, their billing system, someone can go in and just create a certificate and send it off.
171 00:19:03.060 ⇒ 00:19:16.779 Greg Stoutenburg: And they haven’t even paid Global VetLink yet. Like, we could work with them to get, I don’t know, Stripe or something installed, so that when someone wants to create a certificate, right away, they hit a paywall, and they have to pay GVL.
172 00:19:17.920 ⇒ 00:19:36.550 Greg Stoutenburg: For example, they’ve got, yeah, a lot of the team doing, like I said, just manual pulls, and uploading lists to HubSpot and sending emails. We can take that off of their plate completely. So, I see those as places where we can be a strategic partner to make so much more of this self-service.
173 00:19:38.010 ⇒ 00:19:47.849 Robert Tseng: Okay, so there’s a self-service workstream where you’re seeing that there are critical drop-off points, or, like, breaks in the product where people are getting value out of it without paying for it.
174 00:19:48.030 ⇒ 00:19:48.420 Greg Stoutenburg: Yeah.
175 00:19:48.420 ⇒ 00:20:04.940 Robert Tseng: I think it would be great to size, like, what the opportunity is there. If they have X number of users, X amount of revenue that they’re bringing… that they’re… that they’re losing out on, those are good numbers to share. And then also…
176 00:20:05.250 ⇒ 00:20:10.910 Robert Tseng: Yeah, like, you know, what, what, like, what optimizations would you make? Is it, like, you know, in their…
177 00:20:11.030 ⇒ 00:20:19.159 Robert Tseng: I mean, I’ve seen their site, they use, like, this other tool that’s basically, like, a… like,
178 00:20:19.790 ⇒ 00:20:26.549 Robert Tseng: It’s like a demo thing that they can go through. I forgot what… it’s powered by a third-party tool, it’s not even something they natively built.
179 00:20:26.550 ⇒ 00:20:27.230 Greg Stoutenburg: Whoa.
180 00:20:27.230 ⇒ 00:20:29.910 Robert Tseng: Yeah, their interactive demo.
181 00:20:30.740 ⇒ 00:20:42.320 Robert Tseng: Yeah, like, I mean, I’m trying to… trying to build the business case here. It’s like, what… how big is their business from a top-down? How big is their business? What share of their business is self-serve?
182 00:20:42.320 ⇒ 00:20:51.819 Robert Tseng: Is self-serve doing well over the years? Like, where the leakage is? If we were to be more involved strategically, like, how would we see the self-serve business grow?
183 00:20:52.280 ⇒ 00:20:56.459 Robert Tseng: Yeah, I think that’s… I think that’s kind of the story that we would need to put together.
184 00:20:56.460 ⇒ 00:20:57.479 Greg Stoutenburg: Yeah, got it.
185 00:20:57.480 ⇒ 00:20:58.210 Robert Tseng: Yeah.
186 00:20:58.210 ⇒ 00:20:58.880 Greg Stoutenburg: Okay.
187 00:20:58.880 ⇒ 00:21:15.070 Robert Tseng: So I think, like, this stuff of, like, choosing the right… choosing the right tooling, or, like, connecting these other data sources, I think that’s all part of this discovery work, where we have… yeah, these are good requirements to gather, but this is not… that’s not the business story. Like, that doesn’t really…
188 00:21:15.070 ⇒ 00:21:19.520 Greg Stoutenburg: Yeah. You want to see the end state. You want to sort of paint a picture, here’s where we can get you to.
189 00:21:20.140 ⇒ 00:21:22.259 Greg Stoutenburg: And here’s a way to do it. Mizette?
190 00:21:22.260 ⇒ 00:21:28.439 Robert Tseng: Yeah, well, we have, we have to, we have to tell it from the business’s perspective, which is, like,
191 00:21:28.760 ⇒ 00:21:46.899 Robert Tseng: yeah, like, you got in with, like, a… like, a foot in the door, and now you have to see the bigger picture. So, I feel like that’s missing from, like, what I was reading through the pitch. Like, I just kind of saw, like, we’re kind of… I mean, I think it’s… we’re still, like, operating at, like, that… at that lower level.
192 00:21:48.320 ⇒ 00:21:55.489 Robert Tseng: Yeah, and so I think she’s gonna look at that and gonna be like, okay, great, so that’s just, like, another $1,500, 3 grand, or whatever.
193 00:21:55.490 ⇒ 00:21:56.330 Greg Stoutenburg: Yeah. It’s like…
194 00:21:56.330 ⇒ 00:22:10.379 Robert Tseng: No, that’s not what this is, so… Yeah, got it. Yeah, there’s no chance that we would renew for under 15 grand. So, like, you have to kind of put together enough of a pitch that we could actually sell that.
195 00:22:10.920 ⇒ 00:22:12.260 Greg Stoutenburg: Got it. Yeah. Okay.
196 00:22:12.620 ⇒ 00:22:20.589 Greg Stoutenburg: Yeah, that’s helpful. Alright, I will work on that and, and put together that dashboard that, that’s included in the contract.
197 00:22:21.120 ⇒ 00:22:40.420 Robert Tseng: Okay, cool. Yeah, so I think that’ll seal the deal there. And then, in that case, like, do you feel like you have enough of the, like, kind of the story for the business? Like, I didn’t really hear much from what you were saying, like, I… I mean, I think you pointed out some of these gaps, but, like, can you actually build the business story, or, like, kind of… I’ll try to see where can I… where can I help?
198 00:22:40.670 ⇒ 00:22:50.469 Greg Stoutenburg: Yeah, I mean, so I understand how they make money. Given the scope of what they do, nothing immediately comes to mind, like, oh, here’s the direction that I’ll take off in, so…
199 00:22:50.470 ⇒ 00:22:50.950 Robert Tseng: Yeah.
200 00:22:50.950 ⇒ 00:22:58.860 Greg Stoutenburg: I’ll need to do some thinking on it, but if, you know, if you have ideas, like, hey, here’s a specific place to look for, I will totally take that.
201 00:22:59.120 ⇒ 00:23:09.539 Robert Tseng: Okay. Well, so, like, Amble is the other renewal that I’m focused on, and Amber just sent me a deck, I’m reviewing that, so I’m gonna be pitching them on the upsell around the same time as well, so…
202 00:23:09.540 ⇒ 00:23:09.950 Greg Stoutenburg: Okay.
203 00:23:09.950 ⇒ 00:23:21.090 Robert Tseng: I’ll probably, like… I mean, it’s not the same business as CBG Business, but, like, she kinda helps me to tell that story more of, like, where, like, like, how do we opportunity size, like, this next phase?
204 00:23:21.090 ⇒ 00:23:30.029 Robert Tseng: And, yeah, I think, like, that’s… that’s what we need. I need to be able to assign dollar values to, like, what we’re… what we’re saying. Otherwise, like, it’s hard for me to justify the, like, price increase.
205 00:23:30.030 ⇒ 00:23:39.289 Robert Tseng: Got it, got it. Yeah. I want to get away from trading our… it’s just… we’re not just doing a trade for, like, time for money, where, like, it has to go… has to go bigger, yeah.
206 00:23:39.290 ⇒ 00:23:47.110 Greg Stoutenburg: Yeah, you wanna see business impact? Yeah. Okay. Yeah. Okay. I can work on that, and yeah, I mean, maybe I’ll send you notes as I’m going.
207 00:23:47.470 ⇒ 00:23:57.180 Robert Tseng: Okay. Yeah, I mean, if there are things that I can look at for the business, because, I mean, I don’t have access to Amplitude, I don’t know what questions you’ve asked her on the calls and stuff, but,
208 00:23:57.420 ⇒ 00:24:00.939 Robert Tseng: I mean, I already have some understanding of their business from the…
209 00:24:01.230 ⇒ 00:24:07.089 Robert Tseng: Right. From that one discovery call I did with her, but I don’t know if we learned much more about the business since then.
210 00:24:07.090 ⇒ 00:24:07.710 Greg Stoutenburg: Yeah.
211 00:24:08.440 ⇒ 00:24:11.549 Greg Stoutenburg: Yeah, yeah, okay.
212 00:24:12.460 ⇒ 00:24:13.080 Robert Tseng: Yep.
213 00:24:15.160 ⇒ 00:24:29.980 Greg Stoutenburg: All right, I will get started on that and build that last funnel, and then, I feel like since the contract ends Monday, I should get time on our calendar, at least to review the deliverables that have been put together.
214 00:24:31.110 ⇒ 00:24:37.749 Robert Tseng: Yeah, so I think if you can wrap up that last report, and then basically show, hey, we checked these off, contract is ending, like.
215 00:24:37.750 ⇒ 00:24:38.380 Greg Stoutenburg: Yeah.
216 00:24:38.870 ⇒ 00:24:58.759 Robert Tseng: even if she’s like, oh, I want to extend it, like, it’s fine. Like, if she doesn’t book time on Monday and she books it on Wednesday, like, it’s… we’re not… sitting around is fine, like, it doesn’t really mean we’re putting more hours in. But, like, yeah, this… this should be wrapped up, like, this week. And then, like, yeah, I mean, you… you get a few hours to kind of put together the, like, the pitch for the next one.
217 00:24:58.760 ⇒ 00:25:01.360 Greg Stoutenburg: Cool. Okay. Yep, sounds good.
218 00:25:02.400 ⇒ 00:25:05.099 Greg Stoutenburg: I’ll move on that. Alright. Alright, thanks. Thanks, Rick.