Now that we’ve passed the one year mark of the pandemic, I’m taking time to revisit a few popular conversations that I’ve had with leaders in a wide range of industries. These leaders have shared how they reoriented their business to better serve their customers, employees, and stakeholders, as they transitioned to digitally-focused business strategies.
In May of 2020, I interviewed Yamini Rangan, CCO of Hubspot, on my LinkedIn Live. In our chat, Yamini shares how HubSpot was making strides on improving their customer and employee experience by becoming internally unified. She explains that during the pandemic, they were able to continue building upon their forward momentum.
As a tech-industry veteran with over 24 years of experience, Yamini’s experience has afforded her with plenty of valuable knowledge that she has shared with us in this engaging interview.
Leaders Need to Get 360 Degrees of Listening Before Developing Strategies
“What a lot of times people end up doing is just going in and talking to everybody. That’s great. But you have to be very specific in what you want out of those conversations. The second part of the tactic is that you really need to do it broad. Not just with your direct team, you need to do it with a board, you need to do it with investors, you need to do it with customers, you need to do it with partners, and with frontline employees. So actually, make sure that you’re getting 360 degrees of listening completed before you get into what the strategies look like. And so for me, it was important to have customer listening as part of that journey,” says Yamini, in regards to assessing the work that needs to be done in your new role.
Make sure that you're getting 360 degrees of listening completed before you get into what the CX business strategies look like. @yaminirangan, CCO @HubSpot #leadership #CX Click To Tweet
Determine Your Priorities in Building One Version of the Truth
When it comes to building “one version of the truth” regarding customer priorities, Yamini says, “I always say that alignment eats strategy for breakfast, right? Like, it’s even more important than that. What your strategy is. So it’s really important not just to have a clear strategy, but to be able to get the entire organization aligned on it. The first, is very specific listening. Second, is pattern recognition. Third, is putting the pillars that can then unite each of these teams on the common journey.”
It's really important not just to have a clear strategy, but be able to get the entire organization aligned on it. -- @yaminirangan, CCO @hubspot Click To Tweet
Unite Your Team Under Core Pillars
When it comes to teams working in silos, Yamini talks about uniting under a set of core pillars so everyone is working towards the same overarching goal. “To me, it’s about segmentation as a core pillar. How do we make sure that there’s a clear segmentation? It doesn’t have to be the same segmentation, but clear segmentation and handoffs across all of the flywheel. The second is partner. How do we make sure that the partner pillar also functions across the flywheel? And the third is, different countries. What does the regional flavor of the flywheel team look like in France versus in Japan versus in Latin America? What does that look like? And how do we make sure that there’s clarity for each of those three pillars? That’s the journey that we’re on right now,” says Yamini.
Unite your team under core pillars. Segmentation should be a core pillar, make sure it's clear across the organization. -- @yaminirangan CCO @Hubspot Click To Tweet
About Yamini RanganYamini Rangan is Chief Customer Officer at HubSpot, overseeing the marketing, sales, and services teams. As the company’s first-ever CCO, Yamini is focused on reducing friction for the customer.
Yamini previously served as Chief Customer Officer at Dropbox, where she was responsible for embedding customer focus across the organization. Before Dropbox, she was VP of Sales Strategy and Operations at Workday, where she helped quadruple revenue and scaled the sales organization.
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