Matt Best
speaker
628 appearances
20 recordings
1 series
first heard May 2024
last heard 30 Aug
Matt Best’s voice in public audio — every appearance, attributed to the second.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 7 in all, peaking in Aug 2026 with 2.
Appearances
So, Chris, circling back to what you shared earlier around how Planhat was formed and the nature in which you were able to do that through bootstrapping, but with a continued focus on value and delivering value to your customers. If you're out there and you don't necessarily have that option, right, maybe you can't bootstrap it yourself.
How do you stop yourself from getting distracted by those other things that are out there that might pull you offline and remain focused on delivering and focused on value to the customer?
That's really interesting, the concept of productizing customer management. And I guess there's that on that journey, working out where to point your resource in the most appropriate way to maintain and develop and grow those relationships. If you're sat listening to this podcast now, and you're a business that's starting to see an increase in churn, let's say you're a software business,
You're starting to see an increase in churn. You're not really sure where it's coming from. You've got an established customer success team. You've got a healthy pipeline of new business. Where would you advise someone in that position to go look first?
Fantastic. And Johnny and I are both kind of nodding along there. I think we would absolutely concur with that. I've got one final question for you, and this might be a tricky one, but obviously at Planhat, you use Planhat, right? What of the features, if you had to pick two features, would you say that your team appreciate most from the product?
Chris, you said it goes back to productizing customer management. That's real sort of demonstration of how that comes to life. I think one thing that really jumps out to me, and if I go back a number of years, back to when I was a CS or account management practitioner, and you think,
If you could have any wish, it would be to automate some of the management of some of your smaller customers and to provide you with relevant insight at the right time so that you can be relevant to your customer. And I think actually what you just articulated there for me feels like exactly that. It's like, how do we take, you know, and that's for me is the sort of.
The fundamentals of good customer management is understanding your customer, understanding where you provide value to your customer and making sure that you help them in seeing that, but also getting it. And I think actually those features that you've just articulated, I think really enable that. Chris, thank you so much for joining us today.
It's been a fantastic discussion about client centricity and it's so great to hear how Planhat's out there helping some of those client managers or CSMs or account managers or whatever we want to call them to really do the very best job to continue to deliver value for their customer. And I think just client centricity at the heart of growth is what we wanted to talk about today.
And I think actually if we circle back to that, what we've explored are some really, really great ways in which to do that And Chris, you shared some fantastic insight with our audience. So on behalf of Johnny and I, we'd like to thank you so much for joining us on the Growth Workshop podcast. Thank you for having me. For more insights, make sure you subscribe.
And if you enjoy the journey, don't forget to leave us a review. Your feedback fuels our growth. Until next time, keep up that forward thinking mindset. Goodbye.
Hello and welcome to the Growth Workshop podcast. Johnny, what a fantastic conversation we just had with Mike Honan. He's such an inspirational speaker. The energy, again, we've been so fortunate on the podcast recently, having these bundles of energy come and join us and to teach and inspire us and our audience. As has become customary on this podcast, right? Let's reflect.
So what was your key takeaway from the conversation with Mike?
Yeah, I couldn't agree more, Johnny, with that thought process as you're walking along, walking to the shops or whatever you're doing. And you think I think a lot of what Mike shared with us is so applicable in a business context, but also in a personal context. I think that was the key thing for me. And I asked him about about balance.
And his sort of immediate reaction was to shake his head and say that doesn't exist. And actually, it's about understanding and managing the polarity between. And that applies to what you just shared there as we think about that sort of task orientation and relationship building orientation. But it also, I think,
really comes into play when we think about the polarities in being in management more broadly and not always focusing on the problems to be solved. And I think particularly for those middle managers, it's navigating these polarities, seeing these things as distinct things, but also in your own professional life. And I think that was a key takeaway for me is
Not seeing, not trying to search for this mystical balance that never exists, but just to think about the different polarities and understand and see that. So I think that was really interesting and probably my key takeaway from the conversation.
And I think what Mike shared with us across the board really touched on some critical things in leadership and management and organizational structure and everything we think about. what we're trying to do to drive our teams towards effectiveness, what we're trying to do to create a real sort of supportive culture within our business that drives the outcomes that we want.
And he shared a lot of really insightful bits around that, around focusing on the team's mental being, thinking about employee engagement and thinking about how important those relationships are with your employees first to drive the right relationships with your customers. So thanks again, Mike, for joining us and to everybody listening out there.
We hope that you found it as insightful as we did. And we're really looking forward to you joining us again on our next episode. For more insights, make sure you subscribe. And if you enjoy the journey, don't forget to leave us a review. Your feedback fuels our growth. Until next time, keep up that forward thinking mindset. Goodbye.
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