Kim Lecha

That's not the type form or the customer maximum.

So this is when we thought, OK, instead of having so many different teams and processes and, in the end, customer funnels, why don't we think about one funnel?

It's one company.

It's one goal.

It's one funnel.

So one funnel.

The five steps to this.

It's taken quite some time.

I mean, in the end, when I look back, it's most of last year, right?

The first step, it's a simple step.

Some of these steps are simple.

That doesn't make them easy.

But the first step is about going from fragmented teams and budgets to one team, one budget, from optimizing those local maximums to optimizing for the global maximum.

What we did was hire a revenue leader, and we brought in all of the go-to-market revenue-related departments.

So now marketing and sales and channel sales and customer care and customer success and even pricing and packaging are reporting to that one person.

And there is a rep ops function that takes a look holistically at all of these functions and data sets and determines what is best for the company, not for each one of these departments.

So going from fragmented to a unified team.

The second step here is about, now that you have one team,

Now that you can start thinking about, what are these data or interaction points with my customer?

What information do I get?