We recently had an enlightening chat with Natasha Evans from SalesLoft on the Hyperengage Podcast. We delved into the world of customer success, and I think there are some key takeaways that could really help us in our go-to-market (GTM) strategies.
Let’s dive in!
SalesLoft is a sales engagement platform that caters to businesses of all sizes. They’re all about helping sales teams work smarter and drive growth. From a GTM perspective, their focus on automation and streamlining processes is something we could definitely learn from.
In a Nutshell
Natasha shared some cool insights about her path to customer success, how the field has grown, and the strategies they’re using at SalesLoft. The main points? Aligning resources to customer needs, using tech to automate actions, and the importance of starting conversations with customers. These insights could be instrumental in shaping our GTM strategies.
Natasha’s Unexpected Path into Customer Success
Natasha didn’t plan to get into customer success. She was working in recruitment and training salespeople to use tech to boost sales and leads. She loved LinkedIn’s product so much that she ended up joining their customer success team. This shows us that passion and curiosity can lead to unexpected opportunities, something we should keep in mind as we navigate our GTM journey.
Customer Success: A Field on the Move
Customer success has really taken off in the last 7 to 10 years. Now, customer success teams are looking for their own software and infrastructures. They’re all about making sure their tech evolves with their customers’ goals and building strong relationships with customers. This shift towards a more customer-centric approach is something we should definitely incorporate into our GTM strategies.
Tech’s Role in Customer Success
According to Natasha, one area where customer success could be better is in automating actions based on data points. At SalesLoft, they use a bunch of different techs, like their CRM, Looker for data insights, and Matik for turning data into presentations. But they’re still figuring out how to automate customer engagements based on data. This is a challenge we should be aware of as we develop our GTM strategies, and we should be thinking about how we can leverage technology to better engage with our customers.
Getting Proactive with Customer Engagement
Natasha stressed the importance of starting conversations with customers based on specific metrics or data points. At SalesLoft, they’re all about making sure every customer gets a solid baseline of support from them. This proactive approach to customer engagement is something we should definitely consider as we refine our GTM strategies.
Key Points to Remember
- Customer success is always changing, so we’ve got to keep learning and adapting.
- Tech can be a game-changer in automating actions and engagements based on data.
- Starting conversations with customers is a big deal in ensuring customer success.
These points highlight the dynamic nature of customer success and the importance of staying ahead of the curve in our GTM strategies.
Chatting with Natasha Evans was super insightful. As customer success continues to evolve, it’s clear that focusing on data, automation, and proactive engagement is the way to go. It’s not always easy, but with the right strategies and tools, it’s definitely a rewarding journey. I’m excited to see how these trends continue to shape our GTM strategies. Let’s take these insights and use them to make our GTM strategies even better!