# data[].attributes.body
Put the customer 1st and do absolutely everything we can to give them the best experience. Then they'll go somewhere else. It's easier to go somewhere else, so I think there's a mindset shift there and.

# data[].attributes.body
Bring in the SEs, ProServe and Support earlier in the process, get them engaged in the sale and service, begin to set those expectations.

# data[].attributes.body
Having options. Products, shipping, payment, easy to return. Will spend more money for the flexibility and convenience.

# data[].attributes.headline
Being able to research online (without having to sign up for anything)

# data[].attributes.subject
Being able to research online (without having to sign up for anything)

# data[].attributes.body
Going to a website where it's easy to get information that is valuable in terms of comparing the different functionalities and features.

Informal and and informed views of the item and make a difference and and and the accessibility of that information. User interface of website is always really important and like don't need that many clicks, don't need to sign into loads of stuff and then.

# data[].attributes.body
No longer transactional, but a future focus business.

# data[].attributes.headline
Sales uses partners more, and more often.

# data[].attributes.subject
Sales uses partners more, and more often.

# data[].attributes.headline
Flexibility, willing to do things differently. 

# data[].attributes.subject
Flexibility, willing to do things differently. 

# data[].attributes.body
Sometimes you gotta be flexible, sometimes you have to do things differently. Sometimes you need to bend over backwards for the customer because the customer is king. Are they always right? No, but they are always king, because that's what you want at the end of the day. So the customer wants to go direct, let them go direct. If a customer wants to have an MSP and they want to have a five year contract, let's do that for them. But let's do it quickly. Let's get that fast time to value, The customer is king. Be flexible, support them in what they want, be that."

# data[].attributes.body
People need to feel trust before they work with you, trust that they are important to you, and the business. That they trust that we genuinely have the customer's interests and hand, and not just closing business.

# data[].attributes.body
(Filing a car insurance claim) I felt like I was talking to a family member and not a not just a a humanoid, so to speak. They were very concerned and they were very interested in me and was I OK? Was anybody in the car? They were very. It wasn't scripted. It wasn't fake. It felt genuine and authentic. When they were asking. And when they realized everything was fine and we started to make jokes about it, they just mirror and matched me.

Despite there being issues and challenges, that they were contacted, and kept in the loop - meant the most.

# data[].attributes.headline
People, Tools, Data systems, processes and workflows.

# data[].attributes.subject
People, Tools, Data systems, processes and workflows.

# data[].attributes.body
Get these right.

# data[].attributes.body
Don't over design, we are too late if we continue to do this. Launch the MVP and then work with customers from there.  What features they want added and build them.

*Bad early decisions become increasingly more challenging to undo.

# data[].attributes.body
They do not question why we've done something, there is clarity and no confusion. They use the product to solve problems and it works.

# data[].attributes.body
From the sales cycle, to the ProServ handoff and integration; we have made it easy. EASY.

# data[].attributes.body
The experience becomes very personal, and having that connection and communication counts.

# data[].attributes.body
There are so many people outside of sales who have relationships with our customers, which is really important. SE's, ProServ, support and renewals. Those relationships reinforce our desire to see customers success with our products., to gain full value from them.

# data[].attributes.body
We've thought carefully about how customers actually use our products or want to use these products and the problems they are trying to solve.

# data[].attributes.headline
Communication, Interaction and Expertise - Personal

# data[].attributes.subject
Communication, Interaction and Expertise - Personal

# data[].attributes.body
All of those rolled into one make an exceptional buying experience. Being communicated to, having a point of contact and the expertise of the business / seller. A personal touch matters.

# data[].attributes.body
Having been able to trust the vendor with the restoration of a family heirloom (watch); having been given progress updates, photos of the work, emails, phone calls.

And, when the watch was sent back, it was making a strange noise. After some back and forth, the vendor knew what the issue was, and agreed to fix it, pay for the shipping and did so in a very reasonable period of time.

Not having ever interacted with them, and sending a "prized possession" through the mail, into another country, and trusting that process was worth it.

He understood being a customer, and the emotional aspect in the transaction and took great care in it.

# data[].attributes.headline
We hope the Platform + Apps model enables this mindset and accelerates innovation, rather than engineers being caught in the hamster wheels of adding/ maintaining features to the current monolithic applications.

# data[].attributes.subject
We hope the Platform + Apps model enables this mindset and accelerates innovation, rather than engineers being caught in the hamster wheels of adding/ maintaining features to the current monolithic applications.

# data[].attributes.headline
Institute processes and teams to be more innovative faster on a feature/function level

# data[].attributes.subject
Institute processes and teams to be more innovative faster on a feature/function level

# data[].attributes.body
do more, be comfortable that some things will miss the mark, and just keep going… I have the sense we tend to be reactive to trends of need in the market rather than being proactive; we should anticipate emerging needs and be the vendor who leads on how to solve the new challenges

# data[].attributes.headline
Apply the “jobs to be done” mindset more broadly to everything we do, not just product… categorize high-level “jobs to be done” as an organization and then breakdown subcategories within those

# data[].attributes.subject
Apply the “jobs to be done” mindset more broadly to everything we do, not just product… categorize high-level “jobs to be done” as an organization and then breakdown subcategories within those

# data[].attributes.headline
We provide in-product guidance for customers about features they are not using which may be valuable to them based what we know they are doing (most of us only know 10-15% of the features of any given software package we use)… and, we track features which are not being used/are not valuable to customers which can be deemphasized/ deprecated in the future

# data[].attributes.subject
We provide in-product guidance for customers about features they are not using which may be valuable to them based what we know they are doing (most of us only know 10-15% of the features of any given software package we use)… and, we track features which are not being used/are not valuable to customers which can be deemphasized/ deprecated in the future

# data[].attributes.headline
We provide customers with comprehensive access to their data so they can use their data as they require to meet compliance, audit or statutory needs…

# data[].attributes.subject
We provide customers with comprehensive access to their data so they can use their data as they require to meet compliance, audit or statutory needs…

# data[].attributes.headline
We provide our customers solutions which are always available and can be upgraded without disruption to their mission-critical processes (possibly upgrade themselves, on their own time, with minimal downtime)

# data[].attributes.subject
We provide our customers solutions which are always available and can be upgraded without disruption to their mission-critical processes (possibly upgrade themselves, on their own time, with minimal downtime)

# data[].attributes.headline
Our ability to do what we say we will do, as well as our transparency to say what we will not do, and our willingness to admit when we have missed the mark

# data[].attributes.subject
Our ability to do what we say we will do, as well as our transparency to say what we will not do, and our willingness to admit when we have missed the mark

# data[].attributes.headline
Our ability to deliver consistently on schedule, as planned

# data[].attributes.subject
Our ability to deliver consistently on schedule, as planned

# data[].attributes.headline
Interesting point: consistently through the process, the personalities and the behaviors of the people involved heavily influence confidence and perception of success

# data[].attributes.subject
Interesting point: consistently through the process, the personalities and the behaviors of the people involved heavily influence confidence and perception of success

# data[].attributes.headline
Immediate positive experience of momentum from demolition phase

# data[].attributes.subject
Immediate positive experience of momentum from demolition phase

# data[].attributes.body
“demolition goes so fast and seems to accomplish so much, it raises expectations that everything will be ahead of schedule and exceed expectations”

# data[].attributes.headline
All employees are strategy / product evangelists

# data[].attributes.subject
All employees are strategy / product evangelists

# data[].attributes.headline
Alignment on what we mean by Customer First

# data[].attributes.subject
Alignment on what we mean by Customer First

# data[].attributes.body
i.e. does not mean gets whatever they want.

# data[].attributes.headline
We are as great crossing silos as we are working in them.

# data[].attributes.subject
We are as great crossing silos as we are working in them.

# data[].attributes.headline
Hold each other accountable to higher standards

# data[].attributes.subject
Hold each other accountable to higher standards

# data[].attributes.headline
Clear understanding of the buyers journey

# data[].attributes.subject
Clear understanding of the buyers journey

# data[].attributes.body
And a sales playbook that corresponds. Everyone follows a more consistent process w/ gates prior to moving into contracts. All questions answered earlier up front.

# data[].attributes.headline
All questions are answered - systematically - prior to negotiations. 

# data[].attributes.subject
All questions are answered - systematically - prior to negotiations. 

# data[].attributes.body
We need to better understand the entire buyers journey...so we can craft a repeatable sales process that ensures all product questions are answered and the customer is clear what they are buying - prior to negotiations. Stuff is getting slowed down in contracts.

# data[].attributes.headline
Our products are solid (again) and secure

# data[].attributes.subject
Our products are solid (again) and secure

# data[].attributes.body
Respected and treated me like their best customer.  its like they read my mind about everything that was bad about my last buying experience and completely flipped it to be the best possible buying experience.  The bar was certain low...but the end experience set the bar for other other experiences.  They were pleasant throughout the entire experience.

# data[].attributes.headline
Well-understood and streamlined buyer experience

# data[].attributes.subject
Well-understood and streamlined buyer experience

# data[].attributes.body
Last car purchase was done nearly completely online w/ an out of state dealership.  Had to drive 1 hour to pick up the car, but still saved time because they understood my entire buying journey and eliminated all unnecessary obstacles and waiting.  No upsell pressure. Knew what I wanted and fully delivered. Radically better experience.  Everything was orchestrated to be easy and seamless.  As automated as possible. When I arrive, I was treated with respect and attention.  Like I was family.  I efficiently moved through all necessary departments and got the car.  It was so easy. When the manager called to thank me...I thanked him.  I could have bought locally...but this experience was the difference-maker.  I promote them all the time.   And when something did go wrong, they bent over backward to fix it.  Even overcompensating me for the effort.

# data[].attributes.body
I think the #1 thing we can do right now is to nail the BT platform launch.  In the 12 years I’ve been with the company this is about as revolutionary change as I have seen and I’m completely on board with the potential here.  If we get this right, it’s going to be a complete game changer for our customers.

# data[].attributes.headline
Better coordination of touchpoints across departments so that we’re not stepping on each other’s toes

# data[].attributes.subject
Better coordination of touchpoints across departments so that we’re not stepping on each other’s toes

# data[].attributes.headline
Common email templates (with graphics) for most customer facing touchpoints

# data[].attributes.subject
Common email templates (with graphics) for most customer facing touchpoints

# data[].attributes.headline
A customer journey map within systems that allows all necessary departments to quickly and easily see where a customer is on their journey

# data[].attributes.subject
A customer journey map within systems that allows all necessary departments to quickly and easily see where a customer is on their journey

# data[].attributes.headline
We have Customer Success, but I think there’s room for a role (or roles) completely devoted to customer experience

# data[].attributes.subject
We have Customer Success, but I think there’s room for a role (or roles) completely devoted to customer experience

# data[].attributes.headline
BT platform is where all of our current disparate products are going to converge into a single unified platform.  Customers will login once and have access to all of the products for which they’re licensed and they will work together to secure the customer’s environment.  

# data[].attributes.subject
BT platform is where all of our current disparate products are going to converge into a single unified platform.  Customers will login once and have access to all of the products for which they’re licensed and they will work together to secure the customer’s environment.  

# data[].attributes.headline
In this grand future I’m seeing somewhat of a parallel between our product and our customer experience that can be described with the word “converge”.

# data[].attributes.subject
In this grand future I’m seeing somewhat of a parallel between our product and our customer experience that can be described with the word “converge”.

# data[].attributes.body
Likewise, I see our customer experience converging.  Today we have lots of touchpoints with our customers from different departments that operate in slightly different ways.  I see us really taking a hard look at all of those touchpoints, standardizing the touchpoints (the what’s, the when’s, the where’s), unifying around common corporate templates (with dazzling graphics), and beefing up the customer portal to truly have everything the customer could need.  The customer portal will also clearly (graphically) show the customer where they are in their journey with BeyondTrust.

# data[].attributes.headline
Our people care deeply and I think that comes through in all of the individual interactions with customers. 

# data[].attributes.subject
Our people care deeply and I think that comes through in all of the individual interactions with customers. 

# data[].attributes.headline
Our people are exceptional and I frequently hear about customers having great individual experiences with our people (whether that’s a demo, implementation, or support interaction).  

# data[].attributes.subject
Our people are exceptional and I frequently hear about customers having great individual experiences with our people (whether that’s a demo, implementation, or support interaction).  

# data[].attributes.headline
Software is secure, relatively easy to implement and use, and solves important use cases for our customers.

# data[].attributes.subject
Software is secure, relatively easy to implement and use, and solves important use cases for our customers.

# data[].attributes.body
First and foremost, our software is solid.  It doesn’t matter how great the customer experience is, if the product isn’t there the customer isn’t going to buy it (or renew it).

# data[].attributes.body
I would say that the main aspect of this experience that stuck with me was that my expectations all along the sales process were exceeded.  There is a traditional model in car sales (swarmed by salesmen at the dealership, spend all day trying to complete a purchase, being upsold with unnecessary add-ons during the sale).  All of that was upended during my purchase experience and it’s one that I would gladly repeat.

# data[].attributes.headline
The main word I would use to describe how I felt during the process was “respected”.  They respected my boundaries; they respected my time.  That’s what I came away from the experience feeling.

# data[].attributes.subject
The main word I would use to describe how I felt during the process was “respected”.  They respected my boundaries; they respected my time.  That’s what I came away from the experience feeling.

# data[].attributes.body
We have active communities w/ our customers and partners - led by customers and partners. True advocates. True ecosystems.

# data[].attributes.body
Though our partners and directly. We have their ear as much as CyberArk.

# data[].attributes.body
Inside of salesforce. we have and know the key executors, buyers and product support people. Right now...we are too heavy just on procurement. Better know who is critical to the buying and use of our products. And we have real relationships with them.

# data[].attributes.headline
We need to DELIVER see, try, buy for all products and stop talking about it

# data[].attributes.subject
We need to DELIVER see, try, buy for all products and stop talking about it

# data[].attributes.body
(make the investment or whatever is needed)

# data[].attributes.headline
“We are a miserable vendor for our partners”

# data[].attributes.subject
“We are a miserable vendor for our partners”

# data[].attributes.headline
“ Pre purchase order and post purchase order feel like two different companies” (customer feedback)

# data[].attributes.subject
“ Pre purchase order and post purchase order feel like two different companies” (customer feedback)

# data[].attributes.headline
We continue to “talk” about the customer and customer experience but we don’t “show” it. 

# data[].attributes.subject
We continue to “talk” about the customer and customer experience but we don’t “show” it. 

# data[].attributes.body
if we say something will get done, and it doesn’t- who gets fired? We blame Gartner for the MQ results…who is accountable for that?

# data[].attributes.body
If it’s that customer focused and that useful, and we are all about the customer, then it needs to be within the core technology that all customer facing roles use

# data[].attributes.headline
Our systems and processes need to be built for the customer, not for BT. 

# data[].attributes.subject
Our systems and processes need to be built for the customer, not for BT. 

# data[].attributes.body
(example- Salesforce: recently a job wasn’t loaded into SFDC, so the implementation wasn’t started until the customer called us 3 week after giving us a PO)

# data[].attributes.headline
Customers don’t want to have to stand up the technology, manage the tech, etc. and they want to pay by the use

# data[].attributes.subject
Customers don’t want to have to stand up the technology, manage the tech, etc. and they want to pay by the use

# data[].attributes.headline
We don’t know what our customers priorities will be 2 years from now just like none of us knew about COVID and evolving cyberthreats but we do know it will still involve cybersecurity

# data[].attributes.subject
We don’t know what our customers priorities will be 2 years from now just like none of us knew about COVID and evolving cyberthreats but we do know it will still involve cybersecurity

# data[].attributes.headline
The things we’ve been saying we’d do for the last 2-4 years (Product and Customer Experience- See Try Buy, Platform, Product Roadmaps, etc.) are done and were doing innovative new things above and beyond that. If we are still doing what we’ve been talking about for 2-4 years, that won’t set us apart in 2025, it has to be already done and we are innovative even bigger and better

# data[].attributes.subject
The things we’ve been saying we’d do for the last 2-4 years (Product and Customer Experience- See Try Buy, Platform, Product Roadmaps, etc.) are done and were doing innovative new things above and beyond that. If we are still doing what we’ve been talking about for 2-4 years, that won’t set us apart in 2025, it has to be already done and we are innovative even bigger and better

# data[].attributes.body
Our customers tell our employees, they say it surveys, they tell leadership

# data[].attributes.body
They don’t “talk” about the customer or customer experience, they “show” it – the app is built for the customer, the returns process is built for the customer,etc…

# data[].attributes.body
Amazon- I have bought and will continue to buy anything and everything I can from Amazon. Why? They make it easy to order for the app on my phone, I seldom have issues and when I do they are quick to resolve it in favor of the customer

# data[].attributes.headline
Data - benchmarking provided to customers on what other "customers like me" are doing or would do in any situation

# data[].attributes.subject
Data - benchmarking provided to customers on what other "customers like me" are doing or would do in any situation

# data[].attributes.headline
Partners and MSPs are enabled for a seamless experience

# data[].attributes.subject
Partners and MSPs are enabled for a seamless experience

# data[].attributes.headline
I want to feel understood as the customer

# data[].attributes.subject
I want to feel understood as the customer

# data[].attributes.headline
Anyone I interact with as a customer should ADD VALUE to the conversation or to my role/job/outcome

# data[].attributes.subject
Anyone I interact with as a customer should ADD VALUE to the conversation or to my role/job/outcome

# data[].attributes.headline
In the buying experience, I am prepped with all of the information I need to have to champion the solution internally

# data[].attributes.subject
In the buying experience, I am prepped with all of the information I need to have to champion the solution internally

# data[].attributes.headline
Built-in, best practices reporting AND what to DO with it

# data[].attributes.subject
Built-in, best practices reporting AND what to DO with it

# data[].attributes.headline
Single pain of glass is even more essential and no longer just a buzzword

# data[].attributes.subject
Single pain of glass is even more essential and no longer just a buzzword

# data[].attributes.body
Everything is a whole lot less complicated from legal to contract to quoting to accounting, etc.

# data[].attributes.headline
Technical teams know what they are talking about

# data[].attributes.subject
Technical teams know what they are talking about

# data[].attributes.headline
Seamless handoffs from POC to contract to closing to deployment to ...

# data[].attributes.subject
Seamless handoffs from POC to contract to closing to deployment to ...

# data[].attributes.headline
My experience as a customer is personalized to me, and I feel seen

# data[].attributes.subject
My experience as a customer is personalized to me, and I feel seen

# data[].attributes.headline
No single point of contact for the customer, BUT everyone at the vendor organization knows who I am, where I am with my solution

# data[].attributes.subject
No single point of contact for the customer, BUT everyone at the vendor organization knows who I am, where I am with my solution

# data[].attributes.headline
Great in-product user experience with ways to hover and ask for help

# data[].attributes.subject
Great in-product user experience with ways to hover and ask for help

# data[].attributes.body
AI tool for searching and finding automated responses/repository for filling out questionnaires

# data[].attributes.headline
No idea is a silly idea (from any internal or external stakeholder)

# data[].attributes.subject
No idea is a silly idea (from any internal or external stakeholder)

# data[].attributes.headline
We empower and encourage people to fail fast and make improvements in service of the customer

# data[].attributes.subject
We empower and encourage people to fail fast and make improvements in service of the customer

# data[].attributes.body
One of the main things was also an App that they have for your phone which details your whole itinerary from departure times and in app tickets for events / trips we had planned - awesome experience and would highly recommend. We're not long back and we're using him again for another trip were planning for next year!

# data[].attributes.body
Build relationships - regardless of size. Much more contact than annual renewals.

# data[].attributes.headline
Create roadmap from a systems perspective around our vision

# data[].attributes.subject
Create roadmap from a systems perspective around our vision

# data[].attributes.body
I think we need translate our vision into what that looks like from a system point of view, map out and plan the timeline for integrating systems, understand what we have now and give thought to what we need to do with our systems to support that vision.

# data[].attributes.headline
Consolidating systems and removing barriers and siloes

# data[].attributes.subject
Consolidating systems and removing barriers and siloes

# data[].attributes.body
Systems need to be IT managed so that we can ensure we have full visibility of what we're using and how integrations might work. At present we have admins in areas other than IT that are working in silos. Without doubt it's tough to evolve in a fast paced environment but having control of what we do is key. Reduce as many Legal and security barriers as we can

# data[].attributes.headline
Self-service website - regardless of journey stage

# data[].attributes.subject
Self-service website - regardless of journey stage

# data[].attributes.body
Website that truly empowers the buyer to not just understand and select the right product...but tools to help them sell internally.

# data[].attributes.body
I know it's harder the faster we go and evolve, but I almost feel we need to be more targeted in some areas and just focus on those areas, sometimes it feels like we're doing too much at once. We need to be more 'joined' up.

# data[].attributes.body
Partners as advocates for BT.   They know as much if not more about our products than we do. Leads sent to partners first.

# data[].attributes.body
Tight communication and collaboration between TAMs, CAMs, and AEs.  No silos.