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

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Kim Peretti is an knowledgeable Customer Success executive pinch complete 25 years successful nan exertion industry. Her astir caller domiciled was arsenic Chief Customer Officer astatine Klaviyo, wherever she transformed nan customer occurrence statement during nan company’s hypergrowth, and played a cardinal domiciled successful preparing nan institution for its IPO. Prior to Klaviyo she was nan Group Vice President of Customer Success astatine DocuSign, wherever she built and lead successful strategies that delivered cardinal customer outcomes and results. Kim’s extended inheritance besides includes activity positions successful Customer Success astatine renowned exertion companies specified arsenic Adobe, Qlik, and Symantec. Her profession reflects a beardown committedness to driving customer effect and achieving business results.

Discussed successful this Episode:

  • The value of building a customer-first civilization from time one
  • Strategies for aligning sales, marketing, and customer occurrence teams
  • The domiciled of information successful knowing and driving customer health
  • How to instrumentality an effective sound of nan customer program
  • The misconception that customer occurrence managers unsocial tin lick churn
  • The effect of shared compensation goals connected cross-functional collaboration

Highlights:

(1:56) Kim’s travel done apical tech companies and nan powerfulness of networking.
(5:39) The value of customer acquisition from nan first trading touch.
(8:38) Shifting attraction from caller logos to customer retention and description .
(15:10) Implementing shared compensation goals crossed teams.
(20:37) Building a sound of nan customer program.
(35:17) The domiciled of partnerships successful customer success.
(40:37) Using information to understand what makes customers healthy.
(45:58) One point gross leaders judge to beryllium existent that Kim thinks is bull$***.
(47:58) One point that is moving for Kim successful go-to-market correct now.

Guest Speaker Links (Kim Peretti):
LinkedIn: https://www.linkedin.com/in/kim-peretti-2b719730/

Host Speaker Links (Scott Barker):
LinkedIn: www.linkedin.com/in/ssbarker/
Newsletter: www.gtmnow.com/tag/newsletter/

Product Recommendation: Apollo
The gross tech stack is messy correct now. 

If you are 1 of those leaders, I would urge that you return a look astatine Apollo. Maybe you deliberation you cognize Apollo, possibly you’ve taken a look astatine them successful nan past but I’ve looked nether nan hood precocious and if your extremity is to trim and simplify your tech stack AND person champion successful breed information layered successful pinch AI – they would beryllium astatine nan apical of my list. There’s a logic Rippling and Stripe switched over.

We worked pinch their squad to create an interactive demo page. You tin cheque it retired at: https://www.apollo.io/gtm

Almost each I perceive these days is “we request to fig retired really to champion leverage AI successful our income process” and “how tin we consolidate/simplify our tech stack.” With Apollo I judge you tin execute both.” – Scott Barker

The GTM Podcast
Features conversations pinch nan apical 1% of tech executives, VCs, and founders – nan experts who person ‘been there, done that’ to build immoderate of nan fastest-growing package companies. Every week, a impermanent joins Scott Barker to dissect their stories – revealing what worked, what didn’t, and really things really went down.

Picture of Scott Barker

Before helping recovered GTMfund, Scott spent 4 years astatine Outreach arsenic Director of Strategic Engagement. He was successful complaint of aligning cardinal relationships pinch VCs, BoDs, ecosystem partners and organization members to thrust gross and strategical initiatives crossed Outreach. Scott initially ran revenue/partnerships for Sales Hacker (which was acquired by Outreach successful 2018). Prior to Sales Hacker, he led and built outbound Business Development teams astatine Payfirma and MediaValet. Scott besides advises for a number of precocious maturation start-ups and is nan host/author of The GTM Podcast and The GTM Newsletter. At GTMfund, Scott leads each fundraising efforts and runs nan media limb of nan firm. He’s besides responsible for assessing investments, squad management, LP/community relationships and GTM support for founders.

Insider entree to nan GTM web and nan champion minds successful tech.

Insider entree to nan GTM web and nan champion minds successful tech.