.When discussing hot topics like customer experience, there is usually some repetition. After all, the core principles stay pretty static, even as the B2B SaaS landscape evolves.
Still, the most refreshing conversations often lean a bit towards controversy. Opinionated industry leaders challenging the status quo.
At an event a while back, I heard this quote from Donna Peeples:
“Silos are like operational cockroaches and they will outlive us all.”
I sat up a little straighter in my chair. Go Nimbly is a Revenue Operations company and we know one thing above all else. Silos are the main thing standing between SaaS companies and the ability to deliver a seamless customer experience.
The frameworks we help our customers adopt are all about eliminating silos and fixing the gaps they leave behind. So obviously, we believe that silos are breakable.
Still, we understand Donna’s point. Try as though we might, are there are some kinds of silos that will outlive us?
Why Silos are Bad
Silos are Stubborn
Be proactive in helping ease people into new rhythms. For example, implementing a standing meeting between Marketing and Sales, or Sales and Customer Success, and having them participate in collaborative exercises. They’ll love it! Maybe.
Businesses are Also Stubborn
What if a business lacks the will to un-silo? There are some that have made the choice to implement certain facets of revenue operations, while still keeping their organizational silos in place. In these cases, the external forces of change have not been enough. Maybe increased LTV gained through revenue operations is not something they believe can happen. Maybe they understand the why without really grasping the how.