#13 Customer success excellence at Hubspot w/ Daphne Costa Lopez

#13 Customer success excellence at Hubspot w/ Daphne Costa Lopez

Daphne Costa Lopez, Director of Customer Success at HubSpot, shares her extensive experience in customer success, discussing the evolution of customer success metrics, the importance of onboarding, and strategies for driving customer growth. We cover: * Transitioning from churn and happiness metrics to revenue retention * The significance of customer outcomes as leading indicators * The impact of effective onboarding on customer retention * Strategies for driving customer expansion and growth You can find more information about Daphne here: ⁠https://www.linkedin.com/in/daphnecostalopes/⁠ [https://www.linkedin.com/in/daphnecostalopes/]  RevOps Letter: ⁠https://www.getweflow.com/revopsletter⁠ [https://www.getweflow.com/revopsletter] Janis on LinkedIn: ⁠https://www.linkedin.com/in/philippstelzer⁠ [https://www.linkedin.com/in/philippstelzer]Philipp on LinkedIn: ⁠https://www.linkedin.com/in/janiszech⁠ [https://www.linkedin.com/in/janiszech]Weflow: ⁠https://www.getweflow.com⁠ [https://www.getweflow.com] Marker: * (00:00:00) Introduction * (00:01:17) Daphne's Background * (00:07:31) Evolution of Customer Success Metrics * (00:14:39) Importance of Onboarding * (00:19:06) Customer Outcomes and Value Metrics * (00:24:00) Strategies for Customer Expansion * (00:28:56) Effective Renewal Management * (00:35:30) Final Thoughts and Advice

#12 How Salesforce scaled GTM during its hyper-growth phase - Joachim Schreiner, CRO, Parloa & ex-Salesforce

Joachim, Chief Revenue Officer at Parloa, shares his experiences from leading Salesforce in the German-speaking region to his current role at Parloa. He delves into lessons learned at Salesforce, the importance of customer focus, and strategies for driving hyper-growth in the tech industry. We cover: * Transitioning from Salesforce to Parloa * Key lessons learned at Salesforce * The importance of customer focus and trust * Strategies for effective hiring and team building * Driving pipeline and managing channel partnerships You can find more about Joachim right here:https://www.linkedin.com/in/joachimschreiner/ [https://www.linkedin.com/in/joachimschreiner/] RevOps Letter: https://www.getweflow.com/revopsletter [https://www.getweflow.com/revopsletter]Janis on LinkedIn: https://www.linkedin.com/in/janiszech [https://www.linkedin.com/in/janiszech]Philipp on LinkedIn: https://www.linkedin.com/in/janiszechhttps://www.linkedin.com/in/philippstelzer [https://www.linkedin.com/in/philippstelzer]Weflow: https://www.getweflow.com [https://www.getweflow.com] Chapters: (00:00:00) Introduction (00:01:17) Joachim's Background (00:07:31) Lessons Learned at Salesforce (00:14:39) Transition to Parloa (00:19:06) Customer Focus and Trust (00:24:00) Effective Hiring and Team Building (00:28:56) Driving Pipeline and Channel Partnerships (00:35:30) Final Thoughts and Advice

#11 How to avoid GTM bloat - Christian Reichert, CRO at Shiftmove

Christian Reichert, CRO at Shiftmove, shares insights from his journey at Salesforce, ProductsUp, and Vimcar. We discuss how to run a customer-centric GTM motion and ways to avoid GTM bloat. We cover: * Why Go-to-market teams are bloated * How to run a customer-centric GTM motion * Why sales forecasting is broken for most revenue teams * Asking the right questions in the forecast meeting You can find more information about Christian here: https://www.linkedin.com/in/reichertchristian/ [https://www.linkedin.com/in/reichertchristian/]  RevOps Letter: https://www.getweflow.com/revopsletter [https://www.getweflow.com/revopsletter] Janis on LinkedIn: https://www.linkedin.com/in/philippstelzer [https://www.linkedin.com/in/philippstelzer] Philipp on LinkedIn: https://www.linkedin.com/in/janiszech [https://www.linkedin.com/in/janiszech] Weflow: https://www.getweflow.com [https://www.getweflow.com] Chapters: (00:00:00) Introduction (00:01:17) Christian's Background (00:07:31) Journey from Salesforce to ProductsUp (00:14:39) Transition to Vimcar (00:19:06) How to run a customer-centric GTM motion (00:24:00) Effective pipeline management & forecasting (00:35:30) Final Thoughts and Advice

#10 Creating a modern revenue factory - Jacco van der Kooij, Founder of Winning by Design

Jacco is the founder of Winning By Design and best-selling author of Revenue Architecture. In this episode, he shares his deep knowledge of revenue models with us. We cover:  * Six essential models to create recurring revenue * How to establish a common data language in your org * Basic rules for different stages of scaling  Jacco’s book can be found here: ⁠https://shop.winningbydesign.com/products/revenue-architecture-text-book⁠ [https://shop.winningbydesign.com/products/revenue-architecture-text-book]  ⁠https://winningbydesign.com/resources/research/has-saas-lost-go-to-market-fit/⁠ [https://winningbydesign.com/resources/research/has-saas-lost-go-to-market-fit/]  You can find more information about Jacco here:  ⁠https://www.linkedin.com/in/jaccovanderkooij/⁠ [https://www.linkedin.com/in/jaccovanderkooij/]  RevOps Letter: ⁠https://www.getweflow.com/revopsletter⁠ [https://www.getweflow.com/revopsletter] Janis on LinkedIn: ⁠https://www.linkedin.com/in/philippstelzer/⁠ [https://www.linkedin.com/in/philippstelzer/] Philipp on LinkedIn: ⁠https://www.linkedin.com/in/janiszech/⁠ [https://www.linkedin.com/in/janiszech/] Weflow: ⁠https://www.getweflow.com/⁠ [https://www.getweflow.com/]  Marker: (00:00:00) Why Jacco wrote "Revenue Architecture" (00:02:09) How markets have shifted (00:03:53) GTM motions & measuring profitability (00:11:03) Rules for different stages of scaling  (00:17:41) 6 models to create recurring revenue (00:22:55) How to establish a common data language (00:32:13) Navigating a jungle of different GTM motions

#09 How to forecast with high accuracy - Jeff Ignacio, Head of GTM Operations & Growth at Regrow Ag

Today’s episode with Jeff Ignacio is all about forecasting.  Jeff wrote three articles encompassing 17 questions about forecasting — and we walk you through all the key learnings. We cover:  * What an effective forecasting process looks like * Pitfalls of different forecast types * How to measure pipeline hygiene Jeff’s articles can be found here: 1. ⁠https://revengine.substack.com/p/lets-run-it-back-with-forecasting⁠ [https://revengine.substack.com/p/lets-run-it-back-with-forecasting]  2. ⁠https://revengine.substack.com/p/lets-run-it-back-with-forecasting-5da⁠ [https://revengine.substack.com/p/lets-run-it-back-with-forecasting-5da]  3.⁠https://revengine.substack.com/p/lets-run-it-back-with-forecasting-076?utm_source=publication-search⁠ [https://revengine.substack.com/p/lets-run-it-back-with-forecasting-076?utm_source=publication-search]  You can find more information about Jeff here: ⁠https://www.linkedin.com/in/jeffbethechange/⁠ [https://www.linkedin.com/in/jeffbethechange/]  RevOps Letter: ⁠https://www.getweflow.com/revopsletter⁠ [https://www.getweflow.com/revopsletter] Janis on LinkedIn: ⁠https://www.linkedin.com/in/philippstelzer/⁠ [https://www.linkedin.com/in/philippstelzer/] Philipp on LinkedIn: ⁠https://www.linkedin.com/in/janiszech/⁠ [https://www.linkedin.com/in/janiszech/] Weflow: ⁠https://www.getweflow.com/⁠ [https://www.getweflow.com/]  Marker: (00:00:00) The right forecasting cadence (00:04:58) Pitfalls of weighted forecasts & how to do it right (00:10:18) How to measure pipeline hygiene (00:16:17) Forecast roll ups (00:20:17) What a good forecasting process looks like  (00:25:41) Handling big deals in forecasting