Matt Best

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.

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.

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.

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?

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.

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 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.

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.

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?

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.

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.