Finding time for a first conversation
Email thread Penmaen Software · sales
Tom Ashdown asked Cerys Llewellyn for a discovery conversation after the webinar. Cerys agreed to Wednesday and said her team cannot see which customers are at the edge without three spreadsheets. Tom set 10:30.
What was said
What this says
As at Fri 9 Oct 2026Tom Ashdown asked Cerys Llewellyn for a discovery conversation after the webinar. Cerys agreed to Wednesday and said her team cannot see which customers are at the edge without three spreadsheets. Tom set 10:30.
Ask: Tom wanted about forty minutes to learn how customer success works and where the time goes, with a surprise renewal as an example.
Customer view: Cerys was keen and named a real pain: identifying at-edge customers needs three spreadsheets. She may bring a team lead.
Next: Tom will send the invite for Wednesday at 10:30.
The thread
Updated 9 Oct 26Messages
Tom Ashdown 3 May 2024 09:40Hi Cerys, Thanks for getting back to us after the webinar. I'd like to get a proper discovery conversation in the diary, so I can hear how your customer success team works today and where the time goes. Would next Tuesday or Wednesday suit? About forty minutes is plenty. If you can bring one example of a renewal that caught you by surprise, that would help me no end. No drama if it's a busy fortnight, just say and we'll move it. Best, Tom
Cerys Llewellyn 7 May 2024 14:36Hi Tom, Sorry for the slow reply, it's been a week of quarterly reviews here. Wednesday works for me, mid-morning if you can. My team asked me this week which customers are at the edge, and I couldn't answer without three spreadsheets, so I'm keen to see how you'd approach it. I'll bring a couple of examples. I may add one of my team leads if her diary allows. Diolch, Cerys- Tom Ashdown 8 May 2024 15:10Hi Cerys, Great, Wednesday at 10:30 it is. I'll send the invite after this. Bring your team lead by all means, the more people who'll actually use it, the better the conversation. Leave the rest with me. Cheers, Tom