PRODUCTEA with Leah, Growth & Senior Leadership cover image

PRODUCTEA with Leah, Growth & Senior Leadership

90: Harini Gokul - How to keep things "simple" at scale

Jan 12, 2025
Harini Gokul, CCO at Entrust with extensive experience at Microsoft and AWS, dives into the evolving landscape of sales and customer success. She discusses the shift from outdated sequential sales models to modern strategies that focus on securing and growing customers. Gokul highlights the necessity for C-level executives to prioritize cross-functional collaboration and effective communication. Simplifying metrics is crucial for decision-making, as traditional customer metrics can fall short. Transforming organizations means challenging the status quo and embracing change.
57:41

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

  • Shift from traditional sales models to a customer-centric approach that focuses on ongoing engagement and satisfaction over initial sales.
  • Establishing cross-functional collaboration is essential for breaking down silos and providing cohesive customer experiences across departmental interactions.

Deep dives

Outdated Sales Models

Traditional sales models from the 90s prioritize a sequential approach, viewing the sales process as linear, which is no longer effective in today's subscription-based economy. Instead of relying on large sales forces solely for initial sales, businesses must shift to understanding ongoing customer needs and how they engage with products over time. In this context, consumers today are likely to adopt a subscription model, purchasing services on a monthly basis, which requires companies to adapt their organizational structures to support continuous engagement and value delivery. This necessitates a focus on customer success initiatives that prioritize adoption and satisfaction, rather than merely focusing on the initial sale.

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