Lesley Ronaldson

We have the full gamut of from the SDR outreach email or call that was sent through to the full close of the deal, to the negotiation, to who the key players were within the deal and why they bought the product. And we hand that to the customer success team and our professional services team for the implementation. And we all understand why the customer bought.

We have the full gamut of from the SDR outreach email or call that was sent through to the full close of the deal, to the negotiation, to who the key players were within the deal and why they bought the product. And we hand that to the customer success team and our professional services team for the implementation. And we all understand why the customer bought.

So I think it's really important to kind of have everybody bought in. I think as well from a cross collaboration with the team to voice of the customer is so, so important. So wherever we get customer feedback on a sales call, after the sales call, the rep can just go into Gong, tag the product team and give them visibility of what the customer said.

So I think it's really important to kind of have everybody bought in. I think as well from a cross collaboration with the team to voice of the customer is so, so important. So wherever we get customer feedback on a sales call, after the sales call, the rep can just go into Gong, tag the product team and give them visibility of what the customer said.

As much as I trust salespeople, if you were to say something to me now about the product and then I was to go then and tell Johnny maybe two hours later, there'll be elements, but I may miss a trick. So for us, once a customer gives us product feedback, we'll absolutely tag our product team and also our product marketing team.

As much as I trust salespeople, if you were to say something to me now about the product and then I was to go then and tell Johnny maybe two hours later, there'll be elements, but I may miss a trick. So for us, once a customer gives us product feedback, we'll absolutely tag our product team and also our product marketing team.

And then there's a couple of other ways as well, which it's important to have customer communities, etc. When I think about feedback loops, you have to listen to your customers. You can't say the product is brilliant. We use it here. Isn't it amazing? Like you can sometimes drink your own champagne and get a little drunk. So you have to be open to feedback. Like feedback is a gift.

And then there's a couple of other ways as well, which it's important to have customer communities, etc. When I think about feedback loops, you have to listen to your customers. You can't say the product is brilliant. We use it here. Isn't it amazing? Like you can sometimes drink your own champagne and get a little drunk. So you have to be open to feedback. Like feedback is a gift.

So for us, unlike many, many customers, we have voice of the customer. So again, the customer feedback that we get. We do customer advisory forums like many other companies. So again, we love feedback. And then finally, customer communities is an amazing way to do this. So if I think about someone who does it really well in the market, it's HubSpot. They do an incredible job.

So for us, unlike many, many customers, we have voice of the customer. So again, the customer feedback that we get. We do customer advisory forums like many other companies. So again, we love feedback. And then finally, customer communities is an amazing way to do this. So if I think about someone who does it really well in the market, it's HubSpot. They do an incredible job.

They've built out a membership base where you share ideas and tips and tricks. And actually, if you think about when someone goes to buy, they've already made their mind up. I mean, I don't go and book a holiday or book a hotel without going on TripAdvisor. I don't book an Airbnb without reading a review.

They've built out a membership base where you share ideas and tips and tricks. And actually, if you think about when someone goes to buy, they've already made their mind up. I mean, I don't go and book a holiday or book a hotel without going on TripAdvisor. I don't book an Airbnb without reading a review.

So it's your customers that are actually going to be your advocates and your evangelists, so to speak. So I think communities are really, really important. And then I think the last two things is when it comes to customers, like you need to empower your employees. You need to give them the right tech stack and tools and training to do this.

So it's your customers that are actually going to be your advocates and your evangelists, so to speak. So I think communities are really, really important. And then I think the last two things is when it comes to customers, like you need to empower your employees. You need to give them the right tech stack and tools and training to do this.

You know, you can't say, you know, sell to your customer, then fill in this spreadsheet, which I've seen in other companies. Fill in this spreadsheet and then send it to the customer success person and then make sure that you, you know, you schedule a call and then scheduling your QBRs. I think, you know, there's a lot of software out there like prolific for account plans, you know, Gong.

You know, you can't say, you know, sell to your customer, then fill in this spreadsheet, which I've seen in other companies. Fill in this spreadsheet and then send it to the customer success person and then make sure that you, you know, you schedule a call and then scheduling your QBRs. I think, you know, there's a lot of software out there like prolific for account plans, you know, Gong.

I think it's important that you have a really clear, we call them swim lanes, like really clear swim lanes of a customer journey. I think everybody should have roles or responsibilities. We did two-day training. We took the whole company off-site globally to talk about roles and responsibilities.

I think it's important that you have a really clear, we call them swim lanes, like really clear swim lanes of a customer journey. I think everybody should have roles or responsibilities. We did two-day training. We took the whole company off-site globally to talk about roles and responsibilities.

So there's none of this, it's not my job or, hey, that doesn't feel like it's my job, but I know whose job it is. So everybody owns the customer. And then lastly, data. I haven't talked about it all but I love data.

So there's none of this, it's not my job or, hey, that doesn't feel like it's my job, but I know whose job it is. So everybody owns the customer. And then lastly, data. I haven't talked about it all but I love data.