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 yeah, and clearly why you've been so successful since then in understanding where customer centricity comes from, why that's so important. So customer centricity, what is it? Well, I mean, Forbes defines it as the ability of an organisation to understand and meet customer needs and expectations. But what is it to you?
Yeah, that's fascinating. And some might be listening to this and saying, well, that's about the product. No, it's not that, right? In order to make that product sing, you need the people behind it. So, you know, thinking about that and we think about why that's then important as a unified approach across your whole business. How do you take that from a product initiative? We drive everything.
This is why our customers love it and make it something that lives and is the sort of foundation of a business.
A whole load of stuff in there to unpack, Liz. I mean, you talked to me about roles and responsibilities and Johnny will know without that clarity of process, that clarity of ownership. But then you also said something which some might think that contradicts that in the sense that the whole business needs to be customer centric and the whole business needs to be focused on the customer.
And I think some people say, well, that means that everybody owns a bit of it. Yeah, but people still have jobs and people still have certain responsibilities that talk to their skill set. It's finding that balance, isn't it?
It's peer pressure, Lesley, but I think the devil's in the detail with that example in that you've been in at that client. You're not sitting there from an ivory tower pushing people to commit stuff they're not comfortable to commit. You've been on the other side of the table to that customer.
You're translating your confidence back into the team and back into... And I think that's the difference. It's that you talk about teams win deals and tribal knowledge, and you just simply can't... It doesn't matter how long someone's been in the business. They will not know everything. You've got to... And things are constantly evolving and constantly changing.
So the ability to pull teams together like that and go... And then have that psychological safety net that allows you to put their hands up and go, I'm a bit blocked here. I need some help. Can someone help me? And someone goes, you know what? I've done this over here with this customer. Come have a chat afterwards. We can unblock this together. That's the magic.
That's where we start to get that collaboration.
Yeah, I think from what you just shared there, I mean, it's not quite a blueprint, but it's almost getting towards that, Leslie. I think we always came full circle. We talked about sort of how exposed you are in a SaaS business versus the old days. And I think what you're talking about there is how to... stay competitive against yourself as well, right?
It's sort of standing up to your own standards and maintaining those high standards and ability to deliver, which is also really, really challenging. I love what you shared there around sort of personalization at scale and then how responsive you can be and just even understanding that if one of our customers is saying this, they're probably not the only one.
And I've seen that firsthand, you know, that ignorance or arrogance even that bleeds into customer success. So they go, well, that customers, they don't know what they're talking about. We've had four now this week who said that this is rubbish. They must be, they must all be wrong. It's like, well, hang on a minute.
And then all of a sudden what happens when it hits your chair number in the next, like in six months time. So being a, you know, being really acutely aware, I think, Something you shared is how you're showing your team that what Johnny and I talk to our clients a lot about in that track to run on. So this is you're an SDR coming into the business. This is the journey that you're going to go on.
We're going to give you exposure at those points. That's how you get a team invested in the business, in the customer and get them caring and getting them thinking outside of their silos and thinking outside of their immediate responsibilities.
Leslie, I'd love just to ask you, if you were to give our audience, say, let's say we've got someone out there who's a CRO or sales director or head of customer success or whatever it is, someone in a SaaS business that's growing and thriving. What would be the three key things that you'd encourage them to really think about from what you've shared with us today?
Brilliant bits of advice and insights shared right from the get go. You're really understanding our customer, creating an organization that's truly customer centric and why that's so important for retaining and growing an effective SaaS business in today's incredibly competitive market. Leslie, we thoroughly enjoyed talking to you and we look forward to seeing you again soon.
For more insights, make sure you subscribe. And if you enjoyed 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.
So, Johnny, what a great conversation we had with Thomas Coles. Such fantastic insight shared around the importance of asking for referrals and, well, I guess how it's helped him in developing some incredible businesses over his career. I'm curious, what was it that most stuck out for you from our conversation?
Over to you. You've done it. Congratulations, Johnny. As you say, that's fantastic. The most important bit and the bit that's almost always missed, right? And it's the act of building up the confidence to do that as well is quite often that blocker. And I think certainly that was the thing that resonated for me in what Thomas was talking about.
And clearly the way that he has approached asking for referrals in the past, he's quite comfortable and he has developed this great self-talk, self-awareness and mindset around referrals. And
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