In the Taking the Lead podcast episode “Learning how discussion and debate help reduce friction at work with Natalie Lambert,” host Christina Brady discusses with Natalie Lambert, the CRO at Apploi, the importance of discussion, debate, and commitment in reducing friction at work. Lambert, who has a rich background in HR tech space, shares her insights on structuring a Customer Success Management (CSM) team and creating a compensation plan.
She emphasizes the importance of agreement and commitment within leadership teams in overcoming friction at work. Lambert also discusses three main areas where CSM teams settle: a traditional quota-carrying CSM team, a usage, adoption, and retention-focused CSM team, and a product enablement-focused CSM team. She advises making compensation plans as simple as possible and not changing them too often to maintain consistency and confidence among the team.
The episode offers valuable insights into the importance of discussion, debate, and commitment in reducing friction at work, structuring a CSM team, and creating a simple and consistent compensation plan. It also highlights the significance of understanding your team, their mistakes, and why things go wrong.