Скачать или смотреть GTM 123: Customer Experience Fuels Business Growth, Build a Customer-First Culture with Kim Peretti

Kim Peretti is a seasoned customer success leader with over 25 years of experience in the tech industry. Her most recent role was as Chief Customer Officer at Klaviyo, where she transformed the customer success organization during a period of hyper-growth and played a key role in preparing the company for its IPO. Prior to that, she served as Group Vice President of Customer Success at DocuSign.

Discussed in this Episode:
The importance of building a customer-first culture from day one
Strategies for aligning sales, marketing, and customer success teams
The role of data in understanding and driving customer health
How to implement an effective voice of the customer program
The misconception that customer success managers alone can solve churn
The impact of shared compensation goals on cross-functional collaboration

Highlights:
0:00 Introduction
1:56 Kim's journey through top tech companies and the power of networking
5:39 The importance of customer experience from the first marketing touch
8:38 Shifting focus from new logos to customer retention and expansion
15:10 Implementing shared compensation goals across teams
20:37 Building a voice of the customer program
35:17 The role of partnerships in customer success
40:37 Using data to understand what makes customers healthy
45:58 One thing revenue leaders believe to be true that Kim thinks is bull$***
47:58 One thing that is working for Kim in go-to-market right now

Guest Speaker Links (Kim Peretti):
LinkedIn:   / kim-peretti-2b719730  

Host Speaker Links (Scott Barker):
LinkedIn:   / ssbarker  
Newsletter: thegtmnewsletter.substack.com/

Product Recommendation: Apollo
"The revenue tech stack is messy right now.

If you are one of those leaders, I would recommend that you take a look at Apollo. Maybe you think you know Apollo, maybe you’ve taken a look at them in the past but I’ve looked under the hood recently and if your goal is to reduce and simplify your tech stack AND have best in breed data layered in with AI - they would be at the top of my list. There’s a reason Rippling and Stripe switched over.

We worked with their team to create an interactive demo page. You can check it out at: https://www.apollo.io/gtm

Almost all I hear these days is “we need to figure out how to best leverage AI in our sales process” and “how can we consolidate/simplify o

The GTM Podcast
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