PRODUCTEA with Leah, Growth & Senior Leadership

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

31 snips
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 She discusses the shift from outdated sequential sales models to modern strategies that focus on securing and growing customers.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.
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INSIGHT

Modern Sales Models

  • Modern sales models must prioritize customer adoption and ongoing engagement due to subscription-based buying.
  • Revenue generation occurs throughout the customer lifecycle, not just at the initial sale.
ADVICE

Customer Success Responsibilities

  • Define clear responsibilities for customer success, including adoption, support, and ongoing value delivery.
  • Connect all customer-facing functions to provide a seamless experience and understand customer needs.
ADVICE

Simplifying Metrics

  • Focus on two to three key metrics, such as retention and growth, to drive clarity and action.
  • Translate metrics into specific actions and connect them to customer portfolios for accountability.
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