Kyle Norton
speaker
290 appearances
1 recordings
1 series
first heard Aug 2024
last heard Aug 2024
Kyle Norton’s voice in public audio — every appearance, attributed to the second.
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Appearances
A couple million bucks, some repeatability, and a lot of these lessons should hold.
Okay.
So a little bit about the owner growth story.
Um, I've been with the business for just about two years.
We started at three.
We're just passing 20 right now.
Um, that gives me a little bit of credibility to talk about this topic, but more of my credibility is because I messed it up my first go around as a head of sales.
And so I'm going to talk about these two experiences.
One is trying to really nail efficiency.
because I've seen it go wrong and some of the lessons I've now seen juxtaposing early, overly aggressive scale with what we're doing right today.
So it's a little bit of the growth chart, but let's look at some of the journey.
So I joined June, 2022 and massive inefficiency in the business, mostly driven by early churn.
We were closing tons of deals.
The sales number looked pretty good, but rampant misalignment of customer fit, customer quality, the handoff.
And so there was upwards of like a 30% churn, we're SMB, 30% churn in the first 90 days post-close.
So that was job number one, was fixing early churn.
I also had to let go.
I inherited four reps.
I fired half of them, sort of a hard reset, moved the manager to be a rep eventually.
So it was a rebuild of the foundations.
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