Marybeth D'Souza

capabilities and so it's kind of like so it's like embrace it that's great let's figure out what is the right like what is the right thing that we need to do with our customers and if there are certain capabilities or um activities that happen earlier in the process with like a bdr or a sales person fantastic that'll make the the downstream you know roles and value even greater.

capabilities and so it's kind of like so it's like embrace it that's great let's figure out what is the right like what is the right thing that we need to do with our customers and if there are certain capabilities or um activities that happen earlier in the process with like a bdr or a sales person fantastic that'll make the the downstream you know roles and value even greater.

If there are certain things that you can build within your product or leveraging your operations team, great, do it. It'll only maximize the value. So it really comes down to just throw away any functional silos and work through how to drive that, I would say, integrated experience for your customers.

If there are certain things that you can build within your product or leveraging your operations team, great, do it. It'll only maximize the value. So it really comes down to just throw away any functional silos and work through how to drive that, I would say, integrated experience for your customers.

If there are certain things that you can build within your product or leveraging your operations team, great, do it. It'll only maximize the value. So it really comes down to just throw away any functional silos and work through how to drive that, I would say, integrated experience for your customers.

Honestly, it's go back to the basics. Like, do we have a common understanding of what our customer's journey is, what their expectations are from us at different stages of business? their journey, what our roles are and where we all work together. Do we have a common vernacular that we're using or are we talking about similar things but using different language?

Honestly, it's go back to the basics. Like, do we have a common understanding of what our customer's journey is, what their expectations are from us at different stages of business? their journey, what our roles are and where we all work together. Do we have a common vernacular that we're using or are we talking about similar things but using different language?

Honestly, it's go back to the basics. Like, do we have a common understanding of what our customer's journey is, what their expectations are from us at different stages of business? their journey, what our roles are and where we all work together. Do we have a common vernacular that we're using or are we talking about similar things but using different language?

And are we working off of the same data set and the same technology and the same data sets? It's interesting. It's kind of, you know, you kind of have to laugh at it. You're like, it's actually, you know, it's not revolutionary. It's go back to the basics. And maybe that customer journey and that end-to-end alignment that you had three years ago worked.

And are we working off of the same data set and the same technology and the same data sets? It's interesting. It's kind of, you know, you kind of have to laugh at it. You're like, it's actually, you know, it's not revolutionary. It's go back to the basics. And maybe that customer journey and that end-to-end alignment that you had three years ago worked.

And are we working off of the same data set and the same technology and the same data sets? It's interesting. It's kind of, you know, you kind of have to laugh at it. You're like, it's actually, you know, it's not revolutionary. It's go back to the basics. And maybe that customer journey and that end-to-end alignment that you had three years ago worked.

But let's recognize that, like, macroeconomics conditions have changed. What our customers are expecting has changed. Technology has, you know, really disrupted our thinking and possibilities. have we reflected that in how we are all aligned? And a lot of times what I'm finding is the answer is no. So let's take a step back and let's realign on that. And anytime we do a customer journey,

But let's recognize that, like, macroeconomics conditions have changed. What our customers are expecting has changed. Technology has, you know, really disrupted our thinking and possibilities. have we reflected that in how we are all aligned? And a lot of times what I'm finding is the answer is no. So let's take a step back and let's realign on that. And anytime we do a customer journey,

But let's recognize that, like, macroeconomics conditions have changed. What our customers are expecting has changed. Technology has, you know, really disrupted our thinking and possibilities. have we reflected that in how we are all aligned? And a lot of times what I'm finding is the answer is no. So let's take a step back and let's realign on that. And anytime we do a customer journey,

two things happen. One is there's always, if you take a journey, there's always a set of things where there's many, many people involved or roles or, or, you know, interactions with the customer that are overlapping and super confusing. And then there's also always a big gap, at least one, sometimes there's more, but there's a big gap.

two things happen. One is there's always, if you take a journey, there's always a set of things where there's many, many people involved or roles or, or, you know, interactions with the customer that are overlapping and super confusing. And then there's also always a big gap, at least one, sometimes there's more, but there's a big gap.

two things happen. One is there's always, if you take a journey, there's always a set of things where there's many, many people involved or roles or, or, you know, interactions with the customer that are overlapping and super confusing. And then there's also always a big gap, at least one, sometimes there's more, but there's a big gap.

You're like, okay, so if I look at this customer in year two, who's taking care of them in year two and three?

You're like, okay, so if I look at this customer in year two, who's taking care of them in year two and three?

You're like, okay, so if I look at this customer in year two, who's taking care of them in year two and three?