72: ServiceNow Chief Customer and Partner` Officer Lara Caimi -what enterprise software can learn from the consumer playbook
ServiceNow: the best-kept secret in Silicon Valley. The company, led by the tenets of humility and hunger, has grown in orders of magnitude in the past 3 years. The longtime consultant turned Chief Customer and Partner Officer Lara Caimi joined Scott and Andrei on the show. In a world where every SaaS company claims to be customer-centric, Lara provides specific examples of how to truly embed this into the culture of a company. Here are some quick takeaways: You need to be aware of the distinct phases of growth in a software company- at a certain point investing in customer success becomes more important than winning new clients. Be better than yesterday but realize that you are not as good as you will be tomorrow. Enterprises can and should learn from consumer-facing companies to understand how to put the customer first. Remote work is an important step toward the real democratization of talent.