It can be easy to get stuck in discussions about legacy paper-based services that customers know Iron Mountain for (offsite records storage and doc shredding are their bread and butter). While there is a big opportunity for converting these legacy customers to digital services, Iron Mountain has most room to grow in it's cloud, digitization, and digital storage businesses. Nearly all sales are generated within existing customers who have large offsite storage accounts already, by forming relationships with the right people to find new projects, expansions, and renewal upsells. Frequent account team changes and annual rep reassignments seem to have the most damaging impact to these relationships. Rarely are deals won from a position of clear product superiority or lowest price, but rather from trusted relationships with the customer's AE and account team.
