The Customer 360 Conundrum: Everyone Wants What No One Has, with Jeff Beaumont

Jeff has built a high-performing CS operations team at GitLab supporting hundreds of customer success and support managers. Jeff gets very detailed about how GitLab developed its customer 360 program, how they developed product usage data insights for CS, as well as how vital it is for this information to be distributed across sales and CS together.

Jeff Beaumont leads customer success operations and programs at GitLab. Jeff has worked in SaaS for over ten years, before which he was a CPA.

TRUTHS OF THE DAY

JEFF: PEELING BACK AND DISCOVERING THE DATA ISSUES

“They're not aligned on 'this needs to be a company initiative' so you have teams just doing skunkworks projects by saying 'this is what I have to do, this project over here that unrelated to this, but I'm still passionate about this usage data project because I see the vision. I believe in it' but they can really only devote a couple of hours. That just does not get it done.”

JEFF: COLLABORATION ACROSS CSMS AND SALES

“So from a sales rep perspective, they're incentivized to make sure that their CSM and their solution architect or sales engineer are both well-equipped, have the data that they need, and can execute. Because it's going to come back for them in the future. You need to sow and then you can reap.”

Connect with Jeff and learn more about his work:

• LinkedIn: https://www.linkedin.com/in/jeffbeaumont/
• Github: https://about.gitlab.com/

Connect with Evan to learn more about Syncari and The Distributed Truth podcast:

• Evan Dunn | Syncari | Syncari.com

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