Customer Focused Over Functionally Focused

Pipeline Visionaries

This episode features an interview with Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks, a company that provides powerful, easy to use Customer service, IT, and CRM software.

In this episode, Mika discusses surgically blending the physical and digital world, to create a campaign experience that sticks with prospects. She also talks about encouraging innovation from her team, tying marketing victory to sales’ success and focusing on customer over function.

Key Takeaways:

• Blending the physical and digital world when creating campaigns can create more lasting impact and better returns.
• Allowing your team to divide and conquer different markets and functions allows people to specialize and be the best at what they do, an impossibility if they are doing too many things.
• Incorporating humanity and a recognition of the human on the other side, not only differentiates your marketing in a B2B space, it makes the whole job more enjoyable

Quote:

• ”In terms of signals, what helps is that we have one operations function that works across all functions. There's traditionally been, marketing comes up and celebrates and says, “Woohoo, we did all this work, we’re green!” And then sales is saying, “Well, what the heck you can't claim victory because we haven't met our numbers. So how can you declare victory if we haven't met our numbers?” And so again, the construct that we have is we have one operations group in our organization, Freshworks. So, we have one dashboard that essentially ties together and we're still working on making those ties, but that ties together, marketing doesn't declare victory if sales can't. So, it's driving shared metrics in one dashboard versus this view of the world that is a marketing view, then a sales view then a product view. We want to drive one view, which is more customer focused versus functionally focused.”

Episode Timestamps:

*(08:24) The Trust Tree: Divide and conquer different markets

*(24:12) The Playbook: Focus on demand capture

*(39:20) The Dust Up: Assumptions about sellers and marketers

*(42:49) Quick Hits: Mika’s Quick Hits

Sponsor:

Pipeline Visionaries is brought to you by Qualified.com, the #1 Conversational Marketing platform for companies that use Salesforce and the secret weapon for pipeline pros. The world's leading enterprise brands trust Qualified to instantly meet with buyers, right on their website, and maximize sales pipeline. Visit Qualified.com to learn more.

Links:

• Connect with Ian on LinkedIn
• Connect with Mika on LinkedIn
• Learn more about FreshworksLearn more about Caspian Studios