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TBF, the nature of the services Carta provides (equity management) are rather different from a web analytics company. Offboarding isn't necessarily as simple as

TBF, the nature of the services Carta provides (equity management) are rather different from a web analytics company. Offboarding isn't necessarily as simple as shutting off the company's account.

dogboat 2y ago
Ok then ask for that shutdown money in advance. (Or write it off if someone churns). Or make the recurring payments quarterly or annual.
- duskwuff 2y ago
  I'm not sure you understand what I'm getting at here. Carta manages things like employee stock options. If a company has issued equity to employees or investors, they can't just shut off their Carta account and be done with it - those obligations need to be managed somewhere, and part of the offboarding process needs to be a managed handoff of that information.
  - dogboat 2y ago
    I understand what you are saying. They should still offboard of course! They should design their service (as in customer service experience) to decouple cancellation from offboarding. I cancel. I stop paying. Now do your offboarding process. If that loses them too much money then ask for that upfront as effectively a retainer. Now you go in to the relstionship eyes open. You pay 3 months upfront then you pay monthly. When you want to stop you click "unsubscribe" with a few are you sures. Then you stop paying and they offboard you when they get their shit together. After cancellation and prior to that offboard meeting you are getting some bonus free subscription time. If the offboarding dude is on paternity leave then treat it as extra free subscription as it is on the company not the customer. Fighting to unsubscribe and chasing companies up sucks.
- Narkov 2y ago
  It's not a money thing. It is a process thing. They have regulations that they must follow to off-board you.
  - gamblor956 2y ago
    It's a process thing but it's not a regulatory thing. There are no regulations governing the transition of cap table management, as generally this thing is handled by most companies internally by their Legal and/or Finance departments. It's just tech that felt the need to create software for something that can be done in Excel.
StressedDev 2y ago
What makes Carta different? Why is offboarding more complex?
- duskwuff 2y ago
  As mentioned elsewhere in this thread, Carta can manage assets such as employee stock options. A company can't simply close their Carta account and declare that their corporate equity is now managed elsewhere; there's regulations that govern how everything has to be handed off.
  - gamblor956 2y ago
    There aren't regulations on this. Cap tables at most companies (including nearly all publicly traded companies) are handled internally by the Legal department or Finance department. While they may or may not use software more advanced than Excel to manage the cap table, they generally don't put all of their eggs in one basket and rely on a third-party SaaS to do this critical work for them.

TBF, the nature of the services Carta provides (equity management) are rather different from a web analytics company. Offboarding isn't necessarily as simple as shutting off the company's account.

dogboat 2y ago

Ok then ask for that shutdown money in advance. (Or write it off if someone churns). Or make the recurring payments quarterly or annual.

duskwuff 2y ago
I'm not sure you understand what I'm getting at here. Carta manages things like employee stock options. If a company has issued equity to employees or investors, they can't just shut off their Carta account and be done with it - those obligations need to be managed somewhere, and part of the offboarding process needs to be a managed handoff of that information.
- dogboat 2y ago
  I understand what you are saying. They should still offboard of course! They should design their service (as in customer service experience) to decouple cancellation from offboarding. I cancel. I stop paying. Now do your offboarding process. If that loses them too much money then ask for that upfront as effectively a retainer. Now you go in to the relstionship eyes open. You pay 3 months upfront then you pay monthly. When you want to stop you click "unsubscribe" with a few are you sures. Then you stop paying and they offboard you when they get their shit together. After cancellation and prior to that offboard meeting you are getting some bonus free subscription time. If the offboarding dude is on paternity leave then treat it as extra free subscription as it is on the company not the customer. Fighting to unsubscribe and chasing companies up sucks.
Narkov 2y ago
It's not a money thing. It is a process thing. They have regulations that they must follow to off-board you.
- gamblor956 2y ago
  It's a process thing but it's not a regulatory thing. There are no regulations governing the transition of cap table management, as generally this thing is handled by most companies internally by their Legal and/or Finance departments. It's just tech that felt the need to create software for something that can be done in Excel.

StressedDev 2y ago

What makes Carta different? Why is offboarding more complex?

duskwuff 2y ago
As mentioned elsewhere in this thread, Carta can manage assets such as employee stock options. A company can't simply close their Carta account and declare that their corporate equity is now managed elsewhere; there's regulations that govern how everything has to be handed off.
- gamblor956 2y ago
  There aren't regulations on this. Cap tables at most companies (including nearly all publicly traded companies) are handled internally by the Legal department or Finance department. While they may or may not use software more advanced than Excel to manage the cap table, they generally don't put all of their eggs in one basket and rely on a third-party SaaS to do this critical work for them.