Lesley Ronaldson

We also sometimes use SDRs to do demos, that selling impacts piece. So do they care about customers? I'm going to say probably not. And I'll say when I was at SDR, I didn't really, I was all about hitting the number. But as they go on the journey and they're selling and they understand it more, they do. The AEs absolutely care about the customer.

We also sometimes use SDRs to do demos, that selling impacts piece. So do they care about customers? I'm going to say probably not. And I'll say when I was at SDR, I didn't really, I was all about hitting the number. But as they go on the journey and they're selling and they understand it more, they do. The AEs absolutely care about the customer.

So we have just started a center of excellence here. And again, many other customers have it. And what we've done is we've taken our senior director of product marketing, we've moved him in there. Our EMEA head of RevOps, we've moved him in there. And our head of enablement in the US, we've moved them in there.

So we have just started a center of excellence here. And again, many other customers have it. And what we've done is we've taken our senior director of product marketing, we've moved him in there. Our EMEA head of RevOps, we've moved him in there. And our head of enablement in the US, we've moved them in there.

The reason we picked those three is because the three key personas that buy our product is head of sales, head of revenue, head of enablement. So what they do is they are like our A team. So all six figure deals, We do a center of excellence review. So the US team fly here. We sit in a room for three days. It is a long piece, you know, it is a bit of an investment on time.

The reason we picked those three is because the three key personas that buy our product is head of sales, head of revenue, head of enablement. So what they do is they are like our A team. So all six figure deals, We do a center of excellence review. So the US team fly here. We sit in a room for three days. It is a long piece, you know, it is a bit of an investment on time.

But I've never lost a quarter and I do believe it's down to that. So we go in a room, we maybe review 30 to 40 deals over 100K with that center of excellence team. And then they go in and they do the demo. They go on site. They will run the mutual success plan with the AE. It's like a gold standard approach. And then when you move into the customer success item, they become a customer

But I've never lost a quarter and I do believe it's down to that. So we go in a room, we maybe review 30 to 40 deals over 100K with that center of excellence team. And then they go in and they do the demo. They go on site. They will run the mutual success plan with the AE. It's like a gold standard approach. And then when you move into the customer success item, they become a customer

They don't back away like an AE may do. They are still part of the journey and they've been the executive sponsor to that deal.

They don't back away like an AE may do. They are still part of the journey and they've been the executive sponsor to that deal.

I'm going to use my favourite three words. Tell me more.

I'm going to use my favourite three words. Tell me more.

yes so we've i have examples of that where we say because you're implementing salesforce it's a bit it is a heavy lift to do them both at once so why don't we do salesforce we'll stay aligned check in three months bump bump bump bump bump we also co-sell with hubspot so if hubspot is mentioned we have a joint slash channel with them you like joint lunches with them and we can ping the team there and say hey i'm working with actually we ping their customer success team and say hey

yes so we've i have examples of that where we say because you're implementing salesforce it's a bit it is a heavy lift to do them both at once so why don't we do salesforce we'll stay aligned check in three months bump bump bump bump bump we also co-sell with hubspot so if hubspot is mentioned we have a joint slash channel with them you like joint lunches with them and we can ping the team there and say hey i'm working with actually we ping their customer success team and say hey

Where are they on their journey? And HubSpot are brilliant. They'll say, you know something, we're only just starting implementation. Hold fire or hey, we're nearly done. Go for it. And by the way, I think you're going to win this, this and this part of the deal. Just sell with integrity. It'll bite you in the ass.

Where are they on their journey? And HubSpot are brilliant. They'll say, you know something, we're only just starting implementation. Hold fire or hey, we're nearly done. Go for it. And by the way, I think you're going to win this, this and this part of the deal. Just sell with integrity. It'll bite you in the ass.

You touched on something about the competitive space. So I think it is a competitive space and it can be quite aggressive. So from a customer centric point of view, I think for us, we just need to be really personalised and personalisation at scale is something a lot of people talk about. So, you know, it's obvious account based marketing.

You touched on something about the competitive space. So I think it is a competitive space and it can be quite aggressive. So from a customer centric point of view, I think for us, we just need to be really personalised and personalisation at scale is something a lot of people talk about. So, you know, it's obvious account based marketing.

But making sure customers are getting the best experience and being really innovative. So we need to be five steps ahead of our competitors. I think hence why voice of the customer is key. Those customer advisory forums as well. And also when we launch new products, we love having customers as part of the beta.

But making sure customers are getting the best experience and being really innovative. So we need to be five steps ahead of our competitors. I think hence why voice of the customer is key. Those customer advisory forums as well. And also when we launch new products, we love having customers as part of the beta.