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Accountability, Collaboration & Communication: The Growth Playbook ft. Micki Howl (CRO, Marigold)
Nov 25, 2024
Micki Howl, Chief Revenue Officer at Marigold, opens up about her journey through the ranks and the critical importance of communication in bridging sales and customer success. She shares insights on valuing customer feedback and fostering collaboration to drive business growth. Micki also discusses the balance of hard work and luck in career advancement, and the necessity of an outcome-driven approach to ensure effective team development. Tune in for valuable strategies to enhance accountability and champion continuous improvement!
23:59
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Quick takeaways
- Effective communication of customer feedback to higher management is crucial to avoid operational pitfalls and drive business success.
- Implementing an accountability framework enhances collaboration and aligns organizational goals, promoting transparency and shared responsibility for growth metrics.
Deep dives
Communication Gaps in Customer Feedback
There is a significant challenge in effectively relaying customer feedback to higher management levels within organizations. Customer Success Managers (CSMs) are often on the front lines, gathering crucial insights, yet these messages may not be properly translated or understood by decision-makers like the Chief Product Officer (CPO) or Chief Technology Officer (CTO). This disconnect can lead to poor decision-making, as executives may dismiss valuable user feedback in favor of their own narratives. Ensuring that all voices, from daily users to the C-suite, are heard is essential to avoid operational pitfalls and foster a company culture that prioritizes customer needs.
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