“No one ever listens to me”: 15Five on data adoption with Von
Natalie Love, VP of GTM Strategy & Operations at 15Five, expresses frustration over her team's resistance to initiatives like the post-sales handoff deck, which were implemented without their direct request. She emphasize the importance of data and how her account management and customer experience teams have begun to trust and utilize it more effectively. By involving these teams in the data analysis process, Natalie illustrates how they are empowered to ask questions and feel confident in their decisions, thereby overcoming skepticism about data origins and usage.
Why aren't you doing what I told you to do? Because I know what I told you to do is right. No one ever listens to me. I didn't even ask the team to create a post sales handoff deck. I didn't even learn until a little bit later that they were creating these account meeting prep docs. All things that we've tried so many times to get adopted across the team that they're adopting because they're the ones who realize that they needed it and they trusted what they got.
My account management team, my customer experience team, my onboarding team are in Von themselves doing this. And so they're not questioning the data. When I'm the one doing it and pulling the list and giving them a list and say, Hey, I did this analysis. Here are your customers you need to reach out to for XYZ.
There's always this question of like, well, where'd you get the data from? And did you look at it the way that I would have looked at it? And like, how do we get there? But they can't actually do that analysis themselves either.
This is empowering them that they can. And then they don't question the data because they're the one who played around with the query. They're the ones who asked additional questions on the data. And so they really feel confident going in and using it.