Momentum Episode 8:
All Things Enterprise

Maintaining momentum, organizations of all sizes have never been more reliant on technology than they are now, but larger businesses specifically often spread out across the globe with millions of users in dozens of countries are especially reliant on sophisticated software that can coordinate their operations and handle vast amounts of data with ease.

When you need enterprise level technology solutions, how do you know what to look for? Well, let's talk to a couple people who know that better than just about anyone.

Welcome to Momentum, a podcast by Jotform where we talk about the technology, productivity tips, insights, and best practices that help us move forward in business and in life.

My name is Elliot and today I'm here with Tolga Sackman and Tim Scholl from the Jotform enterprise team. Welcome to the show today, guys.

Thanks, Elliot. Morning, great to have you.

So today, of course, I want to focus on all things enterprise. I think this topic could be valuable for a few different types of audiences, obviously for those who are actively engaged in the enterprise space, whether they work for an enterprise team or are on the client side utilizing enterprise level services, as well as informative for everyone else, people like me who see enterprise options listed for pretty much every technology we encounter, all touting this list of sophisticated features but we don't really know what lies beyond that button that says contact enterprise or contact sales.

So I think having you guys on the show today will really help shed some light on this aspect of the technology space. So may we start just by you guys giving a brief background on who both of you are, your roles at Jotform, and how long you've been working in enterprise?

Sure, I'll kick it off. Elliot, my name is Tolga Sackman. I'm the VP of enterprise sales here at Jotform. I've been here two years. I was responsible for coming in and building the team. Tim here is part of that team. We're growing, we're expanding, there's a huge need for chat from enterprise, so I'm happy to be here.

Good morning, Tim Scholl here. I head up the West Coast sales team. I've been working for Tolga for about a year and a half. In sales in total, I have 30 years of experience selling to enterprises, both hardware, software, and finally SaaS, where I just fell in love.

Well, like I said, it's wonderful to have both you guys on the show. I figured let's lay some context specifically for the Jotform enterprise program. You know, Jotform, as many of our listeners would probably know, started as a freemium business model. We're still a freemium business model primarily geared towards smaller organizations to start with, but eventually we've now transitioned to adding a full enterprise side of our business.

Can you shed some light on what led to that? What were the difficulties in kicking off a dedicated enterprise program?

Sure, as you said, Jotform has been around since 2006. We have more than 11 million users on our platform. To understand our platform, any given day, 20,000 or more people will sign up for it. So it's a massive platform growing rapidly.

All of these 11 million plus users are really what we call single user plans, meaning only one person can log in to create forms, she's the only one who can manage those forms, and most importantly, she's the only one who can access the submission data.

About three years ago, we launched Jotform Enterprise specifically for the multi-user scenario for organizations. This is where you have multiple people collecting information for similar or different purposes, and you may or may not want them to have access to each other's data.

An example that I use all the time is you might have an organization with, say, HR people collecting sensitive employee data internally, maybe marketing is using forms to survey consumers out there, finance is using forms to collect credit card payments. You don't want your marketing or your finance teams to be able to see the data HR is collecting because it's sensitive confidential data.

On the flip side, though, you want all 10 of your HR people to be able to collaborate that data with each other. So Jotform Enterprise is about giving organizations a centrally managed multi-user environment where you get to control who gets to see what based on their roles and responsibilities.

To create this multi-user environment, we set up a dedicated server for each of our enterprise customers, and that dedicated server gives you a few distinct benefits.

The first one is the obvious one: your forms and your data are physically removed from the shared server environment, so anything that happens on that environment does not impact your server.

Secondarily, because it's a dedicated server, we are able to give you a custom domain name. In some cases, customers want more than one custom domain name, which we can accommodate, and that gives you the brand identity that you want. Your forms, instead of being forms.jotform.com/register, it's more like forms.yourdomain.com/register.

Larger brands will probably find that really attractive, exactly, not only for internal but also for external data collection when you're sending out links. It actually looks like an extension of your brand identity or website.

The other benefits of the dedicated server is we are able to integrate with our customers' single sign-on solution, so that gives you the IT security where your users, instead of using a separate username and password, would be using their corporate email credentials to get into their accounts.

That's convenient for the users who are creating forms, managing them, accessing data, but from an IT security perspective, if somebody leaves the organization, you're able to just cut off their email and their access to Jotform Enterprise also goes away.

A side benefit of the SSO integration, which I believe in some cases is even bigger, is we're able to SSO protect internal-facing forms, for instance for HR, for internal finance, approval processes. You're able to make sure that people authenticate themselves using their corporate email credentials to even see the form.

Not only that, we're even able to pre-fill sections of the form with your information from the corporate directory. Like as soon as you see the form, your name, your email, your department, your supervisor, they're automatically there, and that way you're bringing the noise down to zero and most importantly, you're making sure that the person who's filling out the form is exactly who they say they are.

We have a lot of higher education customers, for instance, who are taking advantage of this for students or faculty or staff facing forms.

A couple of things I want to mention, and these are super important as well: the standard plans have some limitations around number of forms, number of form submissions per month, number of API calls per day, whereas with enterprise, none of those limits apply. So it's an unlimited usage platform.

Lastly, and not leastly, the standard plans have access to support through online forums only, meaning there's nobody to talk to when you have a problem, whereas with enterprise, we have a dedicated team of enterprise support engineers who are able to answer your questions directly, quickly.

They know you by name, you know them by name, but perhaps most importantly, if something cannot be resolved over a quick email exchange, they're able to say let's jump on a Zoom call, let's do a screen share. That type of real-time handholding session is really important to our enterprise customers.

So to sum it up, if you are using forms to do mission critical applications either internally or externally within your organization, you want enterprise level security, you want SLAs, you want uptime promises, you want error response time, error resolution time promises, and this is what we offer with Jotform Enterprise.

Tim, anything to add on to that? I feel like that was a very thorough response. Tolga has done that once or twice.

Yeah, the thing with single sign-on that makes it so attractive for enterprises is it makes it look like their own product. Jotform totally disappears from the product, and especially important if you're doing finance, collecting financial information, medical information, when they see an unknown entity at the top of the URL, it looks like somebody is fishing for information.

When it comes directly from the entity that they're doing business with, they have an assurance that it's not nefarious.

So a lot of the themes that I'm getting is that the enterprise part of our business was developed to really address some very specific needs of larger companies. Up until three years ago, we didn't offer this. It wasn't really in our consideration set. What kind of led to that specific transition three years ago? Was it just a company that came to us asking for these features? Was it in the pipeline for a while? What led us to grow from those single users for 12 years of our business to suddenly adding this on three years ago?

That's a great question, actually, Elliot. What really led to it was we have quite a few large organizations who had been using our standard platform, and they really approached us and said, you know what, we actually need to vet you guys. We want to be able to centrally manage those users because in a single user plan, the person who signed up for it technically owns not only the forms but also the data.

As an organization, you have zero control over what information your employees are collecting, and if somebody leaves the organization, guess what? The data that they collected on behalf of the organization leaves with them. It's not transferable. That's a nightmare scenario.

So for IT control and IT security purposes, there was a need for a solution like enterprise. Some of our larger customers approached us, and this is essentially a product that was built to meet that demand specifically.

From there, we started with a few large enterprise customers, and then we realized that there was a huge potential here and a huge need for it, so it evolved into what we now call Jotform Enterprise.

What are some of these use cases or industries that you see kind of flocking to enterprise? Are there some recurring themes that you see or how has that grown as part of our business?

Absolutely. We have quite a few examples. Tim, you want to kick it off? What industries are using it?

Sure. Bread and butter is probably healthcare, in part because of the pandemic going on, but also the need. They're starting to wake up on the flexibility and customizability that Jotform brings, the speed at which they can come to market with a survey, with a questionnaire, with a compliance issue that they're able to allow their employees to watch a video and physically sign off saying yes, I've seen this video.

Medical is a huge opportunity for us. Government is also proving to be quite a great market for us as well.

Yeah, and I would probably add the education market that I mentioned before, especially higher ed but even K through 12 education, not only here in the US but across the globe. Organizations, schools, and universities need to collect a lot of information from their students, either existing students or prospective students.

They're also a business. They have employees, the faculty, the staff, and they have a lot of information that needs to be collected for HR purposes, for finance purposes.

I'll give you a good example. One of our first enterprise customers that led us down this road used Jotform Enterprise specifically for approval processes.

Let's say, for instance, as an employee, you want to buy a laptop. You go and fill out a form, and if it's less than two thousand dollars, it goes to your immediate supervisor, and we get that information from the active directory.

If it's more than two thousand dollars, it goes to the regional VP for approval. Once that person receives the notification, they click on it, they can see the form as it was filled out, and there's a section at the bottom where they say approve or decline.

If they approve, it goes to the next level of approval. If they decline, it goes back to the original submitter, giving them a chance to reconfigure, maybe resubmit, or just give up.

You have these processes, and this is something I want to emphasize: we're not about building forms, we're about building business processes and making sure that you get off paper but also get rid of workflows managed through email because email is probably not the best venue to manage your workflows.

Sure, for sure. It sounds like a central essential theme to a lot of the needs that we're meeting is around the security, specifically especially for information that is sensitive in nature, you know, financial, medical.

So prior to Jotform Enterprise, did we just not have many medical institutions or financial institutions? Did they have to seek other solutions? Did we start getting a bunch when we started implementing these enterprise level security protocols? What was the evolution there?

Before Jotform Enterprise, when people needed us to respond to a security questionnaire because we have millions of users, we just cannot scale to responding to individual requests. There was essentially nothing in place to meet those demands.

Whereas with enterprise, you are dealing with a central IT organization at the customer. They have specific needs. We have a security team that is dedicated to answering those questions and making sure that we are checking all the boxes from the IT security perspective, from a compliance perspective.

If not onwards, there has been no case where we have not been able to pass with flying colors.

Is that a crucial selling point to gaining the business, the fact that we have that?

Oh yeah, definitely.

Are we seeing many of our enterprise users upgrade from being standard level users, or are we seeing a lot of new enterprise users who are never Jotform customers come in specifically drawn to our enterprise program?

That's a great question. I'll start off and kick it over to Tim. It's a mix. The majority, let's say around 70%, of our customers are coming from existing Jotform standard plan users, and they are moving up because they need one of the enterprise specific features like multiple users, IT security questionnaire to be filled out, single sign-on integration, custom domain name, etc.

Then there are people who are finding us fresh, not non-standard Jotform users, coming to us through online search or our outreach efforts, and they have a specific need for enterprise grade data collection, reporting, and analytics tool, and that's how we are addressing them.

Yeah, our primary market is the get-it-done person in the organization. They have a need. It has come up recurringly in their business. There's no tool out there, and the get-it-done person just goes out and finds it. Usually, it starts with a Google search.

They identify specific things they're looking for. Are they looking for HIPAA? Are they looking for encrypted forms? Jotform comes up, and the discovery is made.

If they have experience with Google Forms or Microsoft Forms, even better, because they've seen what a general tool looks like. They're familiar with how to build forms, then they try Jotform and see where a business focused on one thing that has been in business for 14 years, they experience the ease at which to build forms to do a variety of things and how quickly they can get up and running in business.

That's usually the entree, and then it spreads throughout the organization. They have such success, they talk about it, and others want to join.

That's actually a good question. If I may pick you back on that, a lot of the times, somebody like Tim said has a specific need for data collection, reporting, analytics inside the organization. Let's say HR is a good entry point. They have this need, they come to us, and they deploy a Jotform Enterprise instance for the organization.

When the finance folks find out about it because they've been using it, I mean, everybody collects data, right? There's that need, and most of the time, if it is not an IT security vetted solution, if it is not secure enough or if it is just a cumbersome solution, they are always on the lookout for something better.

So when they see HR using it, they talk internally, and we have a lot of our sales actually within the same organization. Once we get in, it just goes around like wildfire.

Definitely. So those decision makers for the company, if we're speaking to them a little bit, it makes sense. Obviously, if you're a large organization with tons of members, you need the security. An enterprise plan makes sense. If you're a really small organization, maybe a solopreneur or something, a single user plan makes sense.

What is the convergence level? What's the medium where you start to see more enterprise? How large is the company at which you're like, okay, I might need an enterprise plan? What if you're right on the boundary of a single sign-on plan, single user plan? If you're a decision maker in that company, what's going to influence you towards enterprise or towards a single user account?

Great question again. When people hear about the name enterprise, they think, well, I'm not a large multinational. That's sort of the association, and they think, this is probably not for me. I should look into a standard plan.

That cannot be further from the truth because yes, we have super large enterprise customers, but we also have doctors' offices, pharmacies that are super regional. They have multiple locations or multiple people that need to have access to data or collect data for their specific purposes.

Again, they don't want people accessing each other's data. We have quite a few customers who approach us because they have that one need: multi-user or single sign-on integration. They don't need all the other bells and whistles, and guess what? Nobody does.

I have had zero customers to date where they said I need all 16 features that are enterprise specific. That never happens. There's always one or two things that they're after, and when they get in, they're like, oh, I should integrate this with my single sign-on. Maybe I should bring HR into this, and so it depends on your needs, not your size, whether you need enterprise or not.

That's interesting because most prospects or existing customers come to us to solve a certain use case, point A, B, and C, and Jotform can do that 99% of the time out of the box. But it's the realization that we are more than just solving that problem. The product is so wide and deep, and it collects information with legally enforceable signatures, documents, photos, video. It is a great collection spot.

What I like to sell with is sending that link to our 10,000 pre-made forms and have people take a look at that in their organization library. People, through their own lens in their job, start seeing, oh my gosh, I could do this or that. Process flows are a great example. When they see what a process flow looks like and how easy it is to set up and change, that extends the use cases into the organization.

That segues into my next question. Do you see a lot of our enterprise customers honing in on one use case, like they just need to make a lot of reservations and that's how they do it, or do you see a lot more suddenly using Jotform for other things like workflow approvals? What's their entry point? Do they normally just have the one or do they start to expand as they get more comfortable with the product?

It's usually the former. They have one specific need. I'll give you an example. When the COVID vaccinations became available in December of last year, first it was the healthcare workers that needed to be vaccinated. It was their employer, the healthcare provider, who approached us to use our scheduling tool to schedule vaccinations for people.

If they have invested in a Jotform Enterprise platform, then from there it went to HR, it went to finance, and it expanded from there. Right after the healthcare providers, depending on your jurisdiction, it was the state and local governments who purchased a lot of Jotform Enterprise instances, specifically for managing the scheduling of their vaccinations.

It's not just about scheduling. Somebody schedules for a COVID vaccine, then they receive an autoresponder email that says this is your appointment, this is your building to go to, and when they show up, they can just show that email notification.

Some customers have even embedded a QR code where they can scan the code and find exactly who that person is, verify it, and when the person gets their vaccine, the nurse is able to add additional notes to that customer's line on the enterprise database, like which arm they put the vaccine in, the vial number, etc. They need to have access to that information organization-wide, so it expands from that entry point.

One of the things they get excited about is we're really good at collecting information, really good at setting up that database and having that custom server, but being able to access that information.

We have given so many tools to do that, like Google Sheets and Google Drive being a great byproduct of what we were able to do. We're able to take the information out of Jotform and put it into various things. We even have an API that enterprises can leverage and use.

This big data smorgasbord lets them take data out of Jotform and put it into whatever systems they want. Enterprises love that because they allow us to do what we do best, and then they feed the other systems.

We're not getting into a greenfield application. They have processes in place, a CRM tool, data storage systems, and in healthcare, medical record systems. The fact that we play nicely with all of those is a big plus.

We have integrations out of the box, and in rare instances where an organization uses a 40-year-old HR system, they're still able to integrate our data through webhooks or APIs very seamlessly.

I want to touch upon one other thing. Our listeners may have heard of the movement around low code, no code. In most organizations, there's an IT team responsible for building applications within the platform.

Not everything off the shelf is usable for your organization. Let's say you're tracking your truck fleet and want to have these tools. Most of the time, those applications are built in-house or outsourced, but they have to be purpose-built by someone proficient in programming and application development.

With our tools, anybody can become a builder of applications. You don't have to be a coder or know JavaScript, HTML, CSS. You just drag and drop to build your application.

We have more exciting features coming where we can give apps to organizations with all their HR forms that automatically install on everybody's phone. If they want to take a day off, the company app is there on their phone, they click on it, find the right form, fill it out, and everything is in one place.

IT organizations love it because forever they've been the bottleneck. There's huge demand for applications built inside the organization, and IT has limited resources to build all those applications, becoming the bottleneck.

Giving people the ability to build their own applications really takes the load off the IT team. That no-code place we have in the market is not a marketing gimmick; it's who we are. That's attractive to enterprise businesses as it is to solopreneurs.

Just because you're a large business doesn't mean you won't want no code because it takes so much off your plate. That has been in Jotform's DNA since 2006, and even now, 15 years later with massive businesses worldwide, it's still a selling point.

You've mentioned a few times the benefits of enterprise, like SSO, security, and other things. Can you talk specifically about the separate server for enterprise? What benefit does having a separate server give enterprise customers?

Sure, as I touched upon earlier, your forms and data are physically removed from the rest of the Jotform standard users' shared server environments. That's key. The custom domain, the SSO integration, and because it's a dedicated server, you're able to choose the location of that server.

Many countries like Australia, Canada, the UK, and the entire EU region have mandates to keep data within the country. That's significant. For example, an Australian business has a government mandate that any data collected from their citizens must remain in-country.

So when an enterprise customer from Australia buys 100 of them, they have their data servers in their data centers in our Sydney data center, so the data never leaves the country. This is a huge benefit in international markets.

I didn't realize that, but it makes sense. They couldn't even approach using our platform without that being an option or possibility.

Instead of going into that, I'd like to take a step back and talk about the context of our products around enterprise and what our strategy is versus some other technology companies that reserve a lot of their products specifically for enterprise.

Jotform, everyone, paid or non-paid, can use Jotform Tables, approvals, PDF features. That's not price-gated for us or enterprise users. Instead, we focus on a couple very specific things exclusive only to enterprise.

Could you talk about our strategy behind what we choose from a product perspective to make available to everyone and what we make available to enterprise members, and how our strategy is maybe a little unique from some competitors?

Great question. With our standard platform, you have access to pretty much all features minus the super enterprise-specific ones like single sign-on, multiple users, etc.

I see Jotform Enterprise as a startup within a larger startup because those 11 million users are essentially our lead generation machine. The more features we provide in our freemium offering, the better, because they use that platform and it's sticky.

They include somebody else into their approval process, and that person becomes aware of Jotform as a product and becomes a user. As we increase the user count on the freemium product, that is a mining field for us that trickles down to intra-enterprise as a lead generation machine.

You mentioned sticky a few times. Can you clarify what you mean by Jotform being sticky?

Sure. When an organization deploys Jotform Enterprise, the solution becomes ingrained into their processes, from data intake to processing, analysis, and reporting. It really becomes part of the application atmosphere or stratosphere they have built.

I use the word sticky not as in they can't get rid of us, but something that becomes part of their entire technology ecosystem. We're proud of our super high renewal rate and very low churn rates because if a customer is using Jotform Enterprise, it becomes part of their technology stack.

We've seen some government agencies come to us and say everything we do is paper, and now with COVID, not only can we not do paper, but our people are scattered. What can you do for us? A year later, they have over 500 forms and over 350,000 people have filled out forms.

You see the power of what Jotform can do. Their constituents rave about the county saying since COVID, you guys have become super efficient. It's easy to make appointments and fill out paperwork. Everything's online, and it revolutionizes businesses.

We're giving companies a genuinely new way to work, and once you've opened that door, it's hard to go back. Why would you? The speed to change is shocking. People are amazed at how easy it is to get up and running from an enterprise perspective.

We go from signature to server setup within an hour, delivering that to customers, importing existing forms into their enterprise server. The speed at which we can make solutions happen fires me up every day.

Especially these days where you have to reinvent yourself, Jotform is a big part of that with our enterprise customers.

Let's talk about the early years of enterprise. What features did we have in place when we launched enterprise, and what were some early learnings that guided our enterprise strategy as we set out on this journey?

It really started with the ability to answer IT security questionnaires, have multiple users, and a lot of enterprise-specific features have been added on because our customers asked for it.

From a customer perspective, you have direct access through our enterprise support team and your account manager. You have direct influence on what gets built next.

When you're one of 11 million plus standard users, you may have a feature request, but it's tough with so many requests. If you're large enough, an enterprise customer, your requests get prioritized.

Occasional bugs get handled much faster. Our roadmap is determined by conversations with customers. We have a team of customer success people whose job is to listen to customers, understand how they use the platform, and what features they need.

That constant two-way conversation drives our roadmap and what we deliver. The fact that customers have huge influence on our roadmap is a strength and a huge benefit to them.

Are you able to share an example of something requested by an enterprise customer that we didn't originally have but ended up developing?

Sure. For instance, in the EU, they have rules around forget-me requests. If somebody wants all their records stricken from the record, you have hundreds or thousands of forms.

With single user plans, you can only search one user's forms. Searching for a specific entry would take hours or days, tedious work.

With enterprise, when we got that request, we quickly put it into action, creating a server-wide search where you can find all instances of a name and delete them all. This is a request all enterprise users could use even if they haven't thought of it yet.

That determines what gets prioritized. If it's very customer-specific, it gets a backseat to something benefiting all enterprises.

Let's shift gears. We've covered what enterprise is and how it helps customers. Let's talk about being an enterprise team member. Can you walk us through a standard day for you and Tim? What does being an enterprise team member at Jotform entail?

It's probably one of the most exciting jobs I've had. There's so much to do, many details to follow up on, and so much interest in the product itself.

A day in the life is driven by our CRM, telling me what I need to do first and foremost: tasks, emails, moving deals forward, scheduling customer calls, identifying prospect or discovery calls, and building from there.

There are always plot twists in the day. You think you know what you're going to do, but it never turns out quite like that.

I work from home, often outside by my pool. Life is good. The next thing I know, my wife says it's dinner time, and an entire day has passed. Then the next day dawns, and you start again.

It's a very fast-paced environment. All my team members are across the globe, working from home offices. The lead generation machine keeps churning, people reaching out asking about Jotform Enterprise, pricing, etc.

A lot of the day is responding to incoming inquiries, demos, Q&A sessions, meetings with prospects, and also account management, talking to existing customers, ensuring they're happy, asking about feature needs.

I schedule periodic meetings with larger customers, and those meetings drive where we go from here.

You're wearing both hats: getting them in the door, talking to prospects, and maintaining accounts to keep everyone happy.

How does the enterprise team intersect with other teams at Jotform? What are your touch points? Do you keep to yourselves or is there a lot of intersection?

We work very closely with our product development and engineering teams because we're constantly in need of additional features and feature requests from customers.

We have a dedicated engineering team for our enterprise platform, including product managers, engineers, developers, and customer success team. We also work with marketing, growth, and data analytics folks because of our large customer base.

We're getting into big numbers, finding trends, so I work closely with business analytics and business intelligence teams. We're not an island; we're entrenched in the business and touch every group inside the company.

Sometimes we even do podcasts with marketing.

Do you have any particularly interesting experience or anecdote from your enterprise career you'd be willing to share?

This is the first job I've had where a customer called and said, what else do you guys sell? They love the product and, most importantly, the support, which is second to none.

They come to us with problems, and support helps them in record time. They ask what else they can buy from us and what other products we have.

The beauty of Jotform is we focus on one thing and do it really well. That's the secret sauce. We're not VC funded and not forced into decisions just to raise cash. We're a 14-year-old mature company.

Being on the West Coast, I see the who's who of tech companies. They'll talk about an enterprise license and say, can I build it cheaper? You probably could, but when you look at our features, you think twice, and 80% of the time, two weeks later, they come back with a check and say you solved a problem we didn't need to solve.

One of my favorite things is working with customers who want to embed our solution into their own application. For larger customers, we have customization opportunities where they want to embed our form builder into their application, completely white-labeled, and we're able to accommodate those requests.

Because this is a dedicated server, we can turn things on and off and customize it. These integrations can be 100% GUI-based, 100% API-based, or somewhere in between. Most customers end up somewhere in that continuum.

They use some of our GUI elements and their own GUI, or use our API to access the platform. That's incredible and really gives them what they want.

We're drawing to a close, but I have two conceptual questions for listeners who might be from the client or enterprise side.

First, if you're on the enterprise side, what are some general best practices or learnings about building a successful enterprise program in the SaaS space?

Second, if you're on the client side, how do you seek out a good enterprise program, and how do you know if it's the right one for you?

I'll take the first one and pass the second to Tim. How do you build a successful enterprise team?

You could start like we do with a freemium platform and then go upmarket into enterprise. In some instances, you might start directly as an enterprise entity and build around it.

Our approach has the benefit of not needing a huge upfront investment. The company has been around since 2006, building a user base and product infrastructure. We built our enterprise offering on top of that, getting support from the larger organization.

That allowed us to build an enterprise sales and support team from the ground up without raising VC money, completely bootstrapped, growing at our own pace without pressure to hire more people quickly.

Recruiting is extremely important. We want to hire the right people and grow the right way. There's no template that works for everyone; it depends on your product and market demands.

Growing enterprise business starts with trust. Two corporations doing business together, but they're people. You have to diagnose that you can add value and solve issues.

Ensure quality. People look to you to become the mouth of the organization by collecting data. That's a big responsibility. You can't have a system that goes up and down because people's lifeline depends on it.

Provide a quality product and support it well. When bumps happen, fix it or be honest with people about timelines and alternatives. Jotform delivers that daily, building reputation with customers.

Not only responding to crises but being proactive consultants. Customers schedule time with tech support to discuss goals and best ways to build solutions. They leverage our enterprise team's brains for collaboration.

From an enterprise perspective, that's how you expand the product. It's constantly growing, forms and process flows evolving. Giving tools, support, listening, communication, collaboration—all tenants of success.

Finally, as a client, whether prospective Jotform user or not, how do you sniff out a good enterprise company? What do you look for when prospecting enterprise services that should make you pull the trigger?

Someone who needs to build processes, collect internal, external, or both data, analyze large amounts of data, and really own their data collection mechanism instead of having it in multiple hands without central control.

Those are identifiers of the target customer for us.

What about the other way? If you're the customer, what are you looking for in a company that makes you comfortable moving forward with an enterprise contract? Is it relationships, size, security? What are the tenants to look for?

Tim hit the nail on the head: trust and personal relationships. We build rapport with customers, often over Zoom during COVID, without a handshake but building personal relationships.

As a buyer or decision maker, you want to work with people you trust who can deliver. From a customer success perspective, direct, real-time access to account managers, customer success, and technical support teams are crucial.

If someone sells you a solution and you never hear back or can't reach them, that's not good. The most perfect product without support won't go anywhere.

Accessibility is key. You guys invest your time in them like Jotform invests time in them. It's a reciprocal relationship and really key.

That's awesome, gentlemen. That's all I have for today. Thanks for coming on and lending your time. This has been really insightful for me and hopefully for our listeners. Thank you again.

Excellent, thanks Elliot. Awesome, take care. Cheers.