Alina & Nicolas - It's time to redeploy your inbound SDRs | Accelerate 2021

Accelerate 2021 was a 2-day virtual summit that featured 12 sales leaders and coaches, hailing from the hottest B2B companies. An event that brought together the top minds in sales whom everyone loves.

This is a blog series where we cover the speaker's speeches from Accelerate. Today, we’ll run through Alina (CXO, Chili Piper) and Nicolas's (CEO, Chili Piper) talk on “It's time to redeploy your inbound SDRs"

Summary of the talk

• The old process of capturing the email ID and then doing some lead nurturing is the problem.
• Because of slow follow-up, SDR unavailability, etc., there's a high chance that the lead might get lost.
• It's hard for an inbound SDR to be on top of every lead. But also, the slower you respond to these hot leads, the lesser your conversion rate will get.
• Instead, you can automate everything and make sure the data is captured immediately and that they get to talk to someone that very instant. But if no rep is available, then give the prospect the option to book a slot in the SDRs calendar, then and there.
• You look at the lead data in real-time, qualify them and connect them with a rep ASAP.
• Coining the term All-bound - since marketing and sales work together in bringing a prospect and closing a deal. Attributing this to both working in collaboration.
• An ADR (account development representative) uses a process similar to the SDR process of getting attention, but on a warm base with more reference points. It's drawing the prospect's attention towards a new product and acknowledging their current experience.
   

Transcript

David Youngblood

All right. And we are joining back. It's bringing everybody back in here. Hopefully, everybody had a nice little break, and maybe got something to drink. I know I needed something, a little parched. But nevertheless, and with no further ado, we are joined by a pair that really probably needs no introduction from a company that we all know and definitely heard about, and many of us even use Chili Piper right. So, joining us now, we have Alina and Nicholas Vandenberg. Joining us to present on how to and understanding rather than it's time to redeploy your SDRs. So, with no further ado, I'll turn it over to the two of you. Thanks so much, again, for joining. Again, Everyone, follow like, share, comment, social, you know, everything, and use the Q&A and chat. Well, we'll see on the other side. Thanks so much. Over to you.

Nicholas Vandenberghe  

Thank you, David.

Alina Vandenberghe  

Thank you, David, we're both very happy to be here. Um, some of you might have heard of Chili Piper, and some of you might have not, so we're just doing a short intro. And Nicolas and I are the co-founders, we are also husband and wife, which I know, a lot of people have asked us in the past how we do it. It's because we have a very specific skill set that is complimentary. So, we've been working together for a very long time. And by now, we know how to resolve all our disagreements and all and collaborate very well. But I don't advise anyone else to do it. So, we started the company in 2016. In the beginning, we bootstrapped meaning that we have sold our car, we have sold our house and put everything that we had into the Piper. And after we made sure that the company has an economically viable path forward, we also did our proper venture capitalist, venture way we raised $53 million in seed, a and b so far. And even before the pandemic, we've always been remote, and right now we're about 180 employees, but every day we're growing and we're hiring across many, many, many time zones. So, we have 32 countries where we have Pipers. And we have a lot of cool companies as our customers, you can see some of the bigger names here. But in general, all the tech companies are Chili Piper customers. And today, we want to talk to you a little bit about and embark, on the traditional inbound SDRs and why we think that that process is not quite right. And what we've seen in our own companies and other companies do it in a much more efficiently, in an efficient way. Typically, in the old, the way marketing has been structured is that the lead comes to your website, you have a form that captures that lead's email address and then you start nurturing that lead in hopes that they will buy from you. And because that process started that way on blog posts on many other pages then the handoff to the sales team was kind of done in a similar fashion way, where okay, we have this lead, it has been nurtured now sales, it's your job to go and chase them and maybe you turn them into a meeting.

Nicholas Vandenberghe  

So to comment on that so the process was very focused on capturing emails and then assessing when the prospect was ready hence the concept of an MQL and SQL so sales qualified lead, marketing qualified lead so marketing is so very much the mission and capturing emails and trying to get interaction with email and then move on to sales and then start from scratch and start the job setting. So that's how it's been done. And some of them may be still using this whole process to operate. There's a part of this process is the problem.

Alina Vandenberghe  

It doesn't work that well in that a lot of leads that have expressed their interest that they've already put their email address and they say okay, we want to buy from you. A lot of them actually get lost. And there are a lot of reasons why that get that why that lead gets lost. There's a slow follow-up. For whatever reason. Maybe an SDR is not available at this particular moment, there's some friction in the process is not quite clear who should get that lead in the first place, there's a lot of chasing as well and back and forth into figuring out who that person should be booking to, and so forth.

Nicholas Vandenberghe  

Type in the comments, actually, to hear in the chat, who is still based on that process, who is still doing the job of following up with the prospect of being captured by marketing and trying to chase them, especially those who have requested them or versus who, as opposed to using more modern techniques that we're going to talk about if you want. Alright, so let's go into detail on the different channels on the website.

Alina Vandenberghe  

There are the forms. And typically, the form is the biggest source of leads for companies. And what typically happens on a form is that it's not, the integration is not always done very well between the marketing software and the CRM, so the information doesn't all get pushed through. But in general, everybody knows that the slower you are to respond to the lead, the worse your conversion rate rates are.

Nicholas Vandenberghe  

There's some research that says what we show on the slide that 50% of the leads go to the first company to respond. I think they know everybody understands that. But it's just a difficult process to be available at any time for an inbound SDR to be on top of the form every time a form is submitted. And there's just a very, very hard process to optimize.

Alina Vandenberghe  

And then you might have leads that are coming from your chatbot.

Nicholas Vandenberghe  

So chatbot was actually, like you guys, everybody knows, made popular on the website by adrift with the idea that its form process is broken, then let's replace it with a chat and a chatbot. That was there was the concept, or at least it was a good foundation in that it was recognized that the form process is broken. But the unfortunate truth is that the Chatbot process is equally broken. That's what we are showing there. So, it very often takes a long time to get back and forth on the chat, you know, we say what was your last experience with chatbots, takes forever, you can't find the answer you're looking for. And in the end, we just want to talk to a rep, but it takes many, many steps to actually get there and as a result, the conversion rate is equally low on forms. And companies still lose more than half the prospects even when they put a form on their website, a chatbot on their website.

Alina Vandenberghe  

And it's still a lower source of leads in general for companies that are coming from chat. Personally, as a consumer, whenever I see a bot on some of these websites, I know that I'm going to go nowhere because I'm going to go in circles with my question and it takes forever to get to a human, and it's a quite frustrating experience.

Nicholas Vandenberghe  

And some yet other companies use phones to dial immediately either upon form submission or a bit later. And we have found that that doesn't work well. First of all, of course, we all know is difficult to get on the phone with somebody they don't pick up. But even they do very often. That process from there is broken sales. That's actually how we started Piper, on the phone, they know that the prospect is interested. But then it takes them seven minutes to find which reps should take that meeting to actually find the calendar from the rep to actually create the invite, and send the invite. And in the process with seven minutes the prospects have signed up and the next thing, the prospect isn't going to show up at that meeting because they were not in a position to confirm that the meeting is going to happen. So, yet another internal process for inbound was broken.

Alina Vandenberghe  

So, here's what we have found is in much more productive use for inbound SDRs

Nicholas Vandenberghe  

Is to simply automate that process all of the processes, the three processes of phone, the form, the chat, automate, and the drive to automate them is to make them bring a meeting faster. That's what we call a straight to meeting imperative. The idea that capturing an email and following later and chasing them with emails we say for losers. And what I mean by that is not that we insult anybody is just that you're going to lose your prospect and be on the losing side of the competition. We all process. Now is the time to think of something different.

Alina Vandenberghe  

So, we're going to show you how we, how you can automate all these channels, and how the existing inbound SDR use much more efficiently, here, it's a PDF. So, unfortunately, you can't see the animation on it. But what I was planning to show is that if somebody comes on your website and fills out a form, or simply goes through a checklist on your chart, you can qualify them instantly, and get them to the right person to talk to instantly. And if that person is not available right away, because it's night, or it's a Saturday, or whatever the reason is, then they can actually go and book a meeting. Once the meeting is obviously booked on their calendar that led has many fewer, much fewer chances to escape you.

Nicholas Vandenberghe  

So contrast the experience from prospects interested in getting a demo in the old days, prospects, submit a form, get a thank you, somebody is going to call you, and then the phone rings when somebody is going because you're going to call them versus that automated way where the computer actually in real-time is going to look at the data from the prospect, qualify the prospect in real-time route to the right rep and retrieve the calendar to be booked one click. Later, the prospect now has a meeting already lined up. And of course, the conversion rates go from typically 40%. In the old way to 80 to 90% in the new automated way, the computer is just faster, better in this particular job by doing it. Often, prospect asks yes but we can't do that because in our case, we need to qualify. And the truth is that we fully understand that people are protective of their SDRs and want to save their job. But I don't think it's just the right thing. Because it's very rare. We still have to find a use case where qualification can't be done by simply asking your question, what we found that Chili Piper is that if you ask a question on the form, the prospect is actually truthful. They'll just tell you. If you say, are you using Salesforce CRM? They'll say yes or no, we're not using Salesforce CRM. If you asked them, do you have a project currently in the works of the budget? They will tell you the correct answer. And as a result, you don't need, there are no qualification that takes more than that. It's just a simple check. Are you on the right tech stack or are you within one year you renew or whatever the question, maybe it's a question you can ask in the form? And you'll get the answer and the computer they can ask on this on this response to take action. So that the automation of the email SDRs. As we look at that we have come to realize that this stretch of meeting imperative is actually part of a much bigger phenomenon that I think everybody should be aware of. It's been discussed quite a lot that the buyers come to your site because they are already educated or that they spend less and less time with salespeople and more and more time on their own. That's what this company called 6sense, called the dark funnel, the dark funnel was actually only dark from the vendor from the prospect standpoint, it's a very bright funnel where you need information. For example, you need to decide how you continue on outbound and you want to find out if out plays a solution, well, you're not going to call a salesperson, you're going to ask your friends, you're going to ask a Slack channel, you're going to ask the other people right

Alina Vandenberghe  

In the community, you're gonna go after reviews, you're gonna go on forums, you're gonna start pinging people to see what they think about them.

Nicholas Vandenberghe  

And by the time you come to the site, then you really know your lot there are a few things you need to check the few features you need to see things you need to understand, but you're much more educated. So, the idea that somebody is going to capture your email and nurture you are absurd, it is just the old way of doing things. What needs to happen is from the vendor standpoint, his conversion is to book a meeting immediately and then convert. Another phenomenon around the dark funnel is the fact that there are more and more tech solutions, and the market is much more fragmented. But for good reason, people go with best of breed, which means that where they will in the past only buy one package say they would buy Oracle Financials for the HR for their finance. Now they're going to build 12 Solutions, each for a particular problem or finance. In our case, for example, we just hired the head of analytics, and the person came and said we need a stack of five different solutions. And within two weeks, we'll procure the five different solutions and we're choices to make but for sure, we made these choices very, very fast and any company that didn't reply quickly enough was outright. So, we observe that there are a lot more decision the decision is made faster, and time is even more critical in the past two the new world and the new process. So, it's not only the dark funnel that people come educated, but also that they're going to make a decision faster, they have more decisions to make, and make a decision on each of them immediately, hence the critical aspect of this inbound cover trend. And the critical aspect of automating it.

Nicholas Vandenberghe  

And this is kind of the key to the next part of the presentation on how SDR should be made much more strategic to the organization as opposed to them being scheduling assistance. You want them to be salespeople, you want their mission to be to influence all of your channels to make sure that those meetings happen. And we have found three ways in which the SDRs can be a much more strategic partner to the organization.

Nicholas Vandenberghe  

I would say, that the silver lining of it is that a lot of, our prospects, so yeah, I've been long an SDR team, I remember this guy who said why do you want to kill them. We actually don't want to kill anybody quite the opposite, you want to promote everybody. And I'm going to explain in detail how we do with chili pepper. But the important piece is that the job we're asking the non-SDRs to do was not a sales job. It was a scheduling assistant job, like calling somebody who said I want to demo to schedule that demo is not a sales job. Sales are about influence, it's about leading people to do something that is good for them. It's not about booking a time on a calendar, that's something that is fundamentally administrative in nature. So, at Chili Piper we never did it manually, we always automated this process from day one, that's, that's our product. But we have found that there are more and more opportunities for SDR-like talent to help the business and this is what we're going to talk about. So, where you can really blow your inbound SDRs in making them real sales resources as opposed to any strategic resources. The first one that's close to this concept of inbound is what we call all bound. So, what we found at Chili Piper is that when we launched our Account-Based Marketing campaigns going after specific accounts in specific companies, we often add the question of who should take credit because an SDR had also called that same account, which makes sense, right? If you say, let's say DocuSign, DocuSign is not yet a customer we think they should be. So, we target them in marketing. We have an SDR go after DocuSign and someday DocuSign is going to come to their senses and book a meeting with us to buy our solution. Maybe. So, the question is who takes credit because the SDR has been working on it. And the ABM campaign has also been heavily focusing on targeting this case. What we find is that when both work in concert, we are more likely to get that meeting, so we are more likely to get this engagement. So, in the beginning, we said we need to decide who gets the credit. Now we're looking at the much more refined way to give credit. Because in effect, both actions have worked, right? Well, the ABM campaign and both the SDR outreach, the thing is, it's very difficult to do the attribution, because typically prospects will come that what we call direct, so they'll just come straight to the website. They've seen an ad; they've seen the email from the SDR, but they just call their friend last one last time and come to the website. So, the result there's no attribution. But when we asked them, what did you find that sometimes I've seen an ad or that I've seen, I've been contacted by the SDR sometime both. Altogether, what we see is that the data shows that when we do this our bond, works better. So even though even if the prospect doesn’t tell us, we see that it works better, because of that all bound. The interesting thing is that once again, I think the theme of our presentation and the theme of a trend in the market, marketing, and sales have to collaborate much more closely than theY used to. It's no longer marketing that brings an email address and sales going after these cases, email address. It's all about how do we influence people together? How do we bring them to a level of interest so that when they land on a website, they're ready to in effect buy or very close to that sets are all bound concepts? It's more refined than a pure outbound campaign in that it's not about making a list of 200 accounts in sending 15 touchpoints. It's about coordinating with marketing, finding the right message, making sure the message is coherent, and being very thoughtful about how this is a core engagement in marketing and sales going to work. We grow all bound. Frankly, it's weird the beginning of that, but we can see with huge potential, and it makes a lot of sense. The theory in psychology shows that influence coming repetitive touches, right, so it has some resources take 11 touchpoints, there's more brain research that shows that a decision is not made by a one-time process by looking at the option and choosing, it's about adjusting the revelation in six successive moves. In other words, when you're exposed to something, maybe you thought, let's put it on one to 10, maybe you thought it was six to ten, that you are likely that you will act when you see another touch, and you move to seven to ten. So, the human brain makes excessive evaluations, until you reach a threshold, you're going to act. So, it makes sense that if you're going to act, and search that evaluator in different contexts, then you're going to improve the odds that the decision will be reached. So that's all bound

Alina Vandenberghe  

The next one is something that we've recently created at Chili Piper, which is the ADR team, the account development representative team.

So, the ADR team is something that first we thought we didn't need, we thought we have account managers, it is their job to cross-sell. So, if we have a new product that we just launched lead distribution product called distro widget we have our account managers tell our customers that they should not look at this product. But what happened is that we have a regular cycle, you know, all managers meet our customers that are on a regular basis. Sometimes it's off-cycle, we launched distro with no meeting plan with a whole bunch of customers. And yet, we want to get their attention. So, in effect, we are using a process similar to the SDR process of getting attention, but on a warm base with more reference points. So, it's not about saying, hey, I saw you went to school as my grandmother, how about we have a meeting, it is hey, I'm so glad you are taking advantage of our concierge product, we have a new product, you may be interested. So, it's a very again, it's a collaboration. It's not a pure cold outreach, SDR job, it's a collaboration between the SDR and the account managers and the marketing team from the new product in influencing our customers to buy a new product, and again, the customers are already in the state of mind that have a positive experience with us. And now they should consider using other products from Chili Piper.

Alina Vandenberghe  

Actually, see that a lot is badly done with all the products that I use, there's potential for me to use much more features, and many, many more products from the same company, but they don't know that they exist. And the type is the same with our customers, they just do not know that we have extra functionality when we launch it for whatever reason. And this turns your SDRs into evangelists on potential upsells and upgrades that your customers may want, but they don't know that they exist

Nicholas Vandenberghe  

As a special case of the ADR job and that's a case of free trials or freemium. So, you are going to have some people using your app. And you want them to either buy the paid version or convert to a paid user. And you're going to need to have a salesperson do that and it's an insurance job, but you may not be ready to send an account executive to convert because there may be some work initially on influencing that prospect. And that's something that can typically be done by an SDR. The SDR will, of course, be an expert in the product, because you're only going to be able to engage with users if you have some value to add. So, you can help that user of the product. Somehow, it's closer to customer success. So, in this case, is the collaboration between sales and customer success. As you can see, again, the theme of our presentation and the theme of the future, either there's more and more collaboration between different departments like customer success, sales marketing, the inference world is become much more sophisticated, and all these teams need to work together. So, an account development rep for freemium makes a lot of sense. And of course, with the right tools to be able to book meetings and engage in being routed to the right person in real-time.

Alina Vandenberghe  

The third category and the last one is how to use your SDRs to influence your partner ecosystem. This is also new to us relatively new, which is, for those of you who are, do have a partner ecosystem helping them sell your product.

Nicholas Vandenberghe  

So, the way it works, is that we have two types of partnership at Chili Pipers, actually three types, we have some community-run, our community will send us some referrals, we have partnerships, for example, we have a partnership with Clearbit, because it makes sense for customers to use both of our products. And then we have channel partners, so consultants, integrators, who are experts in helping their customers get more productivity and recommend T paper for the long process. And what we found is that these partners have a job to again, influence their prospects towards getting a meeting with chili pepper, that's very similar to the other inference that we mentioned earlier, maybe on base, or it may be for account-based, the prospect is typically not yet ready to buy the solution. And there's a bit of help needed with a partner to get them to that level. And the signing an SDR to act as an advisor, it's influencing so act as an advisor to the prospect is, is a key step in the process to make sure that we go from possible interest to actually book a demo. And everybody wins, right our partner gets more work from getting work with chili pepper. And of course, we get more deals. But it's interesting to realize that it's a part of the sales process that SDRs should excel at, which is the early steps of influence going from vague interest to a confirmed interest. And as you can tell from the theme of our presentation, we think that when companies, companies are reluctant to let go of the inbound SDRs will say look, there are so many cool things that you could be doing. There are many valuable interesting things that would get them on a growth path. So, we want to conclude actually on these growth paths for the inbound SDRs. Go back to this slide. SDR is a fantastic way to get started in a company and to learn the job and as to understand the market, the product the customers, it's an amazing way to get trained on the fundamentals of a company, at Chili Piper, our SDRs have the choice and I say the choice to go and work in any department that they want afterward but of course, based on the availability which we strongly encourage SDRs to change. So, we've as SDRs have become account managers where he also became a customer success rep some SDRs became event planners just happened we have no restriction on the possible path. But the thing that's critical is that we know that as an SDR the read on the basics has really understood what our product does every understood our personas, we're going after them understood the value proposition they've understood our go-to-market strategy. So whatever job they do next, they have these basics that are going to help them succeed. And we also think that the future of the SDR position, you know, used to be that an SDR, I have a talk with John Barrows later this week about this very question. In the old days, he was SDR 12 months, seniors SDR, six to 12 months and then you are going to be promoted, it was like and it felt like the SDR position was what like serving time you know you're here you were being punished and you have to keep longer calling cold call until you finally can make it and we still to this day see it, just apply to our jobs and say I'm sick of it because they won't promote me to account executives because for some reason they expanded that serving time to 18 months instead of 12 months. This is not at all how we think of it. Achieve ever. And it's not other, we think you should think of it. And everybody should acknowledge that the SDR job is an unbelievably strong training and education that can serve multiple functions in an organization. So, it's one more reason to rethink, we think, well, I have many SDRs, but what am I going to do with them? You know, I don't want to deploy an automated solution, because I don't want to, you know, have layoffs, there'll be no layoffs, there's a lot of things that talented SDRs can do, and so much better career path for them than being an admin assistant booking meetings, scheduling meetings, calling people just getting meetings. So that's, that's a presentation on the time to redeploy again, step one is to understand that the old process of inbound SDRs, where they get an email and they chase, this email is broken, this is just the wrong way to do things.

Alina Vandenberghe  

It just makes no sense.

Nicholas Vandenberghe  

It isn't going to work. It's frustrating for everybody at best, you're going to lose more than half the people who are already interested in booking a demo. The second piece is a better way to automate this process. We'll use automation like Chili Piper, to qualify and book in real-time, we can even connect on the phone in real-time. So that automation is not working. We've been since, 2017, we have 1000s of customers using it all of them have reported double conversion rates. So, it’s working is no fear to have the third piece. Okay, fine. I automate, then what I do with my main SDRs is, we've suggested three possible paths for SDRs all that. We say innovative, at least from our perspective, we hadn't thought of it earlier, it's a new thing for us to use our SDRs. Namely, this all-bound calling equals marketing. The second one is along the partners working with partners. The third one and the second one are about using ADR, also working with on base. So again, a lot of great opportunities to increase revenues. It's kind of a web right, when you automate you cover the better your inbound process, and then you have more resources to do better with the other part of the business.

Alina Vandenberghe  

Right, we have a fun bunch of questions, I think we can already go to Q&A. Um, let's go through some of the ones that take a longer answer to, um, when should the sales team consider deploying a lead routing software?

Nicholas Vandenberghe  

Good question. And the answer to that is, yes, very early on, we have actually designed the solution, lead routing software with that in mind because, in the old days, lead routing software was a beast, an expensive beast with a lot of complications. If you want to do it, Salesforce is very complicated. And yet that need to make sure that the lead has been followed up with his core, there is no size under which you shouldn't do it. Even if you're only three, or five reps, you should immediately know which rep is in charge of the lead, and make sure that must call the SLA service level agreement. If the, if the rep hasn't followed up, move on to another rep, you should immediately put that process in place. The only reason why companies didn't do it earlier is that it was too expensive and complicated. But now is it's no longer the case, we should do it very early on. What's the next question?

Alina Vandenberghe  

What are some of the key points Chili Piper uses to qualify an inbound lead to an inbound SDR? Love these HubSpot integration tips on how to use them effectively as a salesperson.

Nicholas Vandenberghe  

So, as I was saying qualifying can be anything in our case, we used to be there we're only on Salesforce. So, we disqualified whether he was not running on Salesforce. Now we also do HubSpot. So, we qualify ourselves, but our customers qualify on the most diverse dimension. They also rank so its qualification can be binary. So yes, no, but it can also be continuous, or at least discrete in that some company says that most qualified prospects go to the most performing reps to make sure that they converted. We have a company that has three buckets ABC, and the qualification is actually a routing process to bring the most precious, precious least the most valuable sales reps. So, it can be done? It's just a set of rules that can be done very easily.

Alina Vandenberghe  

I think the first question, which is what separates you from the competitors? It's pretty straightforward. We don't really have competitors. There are some people that claim that to what chili pepper does. But there they haven't figured it out yet. The complexity is just greater when you actually dig into the details and how data from Salesforce takes real-time and how the system communicates. So, we don't really have anybody we're competing with. Another question is

Nicholas Vandenberghe

To reduce friction center, is it a good idea for an inbound SDR to be an AE as well and showcase the product. So, we're advocating something more dramatic, which is that you don't have an inbound SDR, directly have an AE and you have that person showcase the product. A lot of people tell us, yes, but you're going to send unqualified prospects to AEs, and we mentioned, no, we want because we will qualify the prospect automatically. So, it definitely looks, like prospects come with the doctrinal theory indicating they have a million decisions to make, they're going to choose today, maybe between your product and your competitor. And you want to make sure that you put the AE in front of the prospect to win that game that's how is it going to be? The next question is?

Alina Vandenberghe

Can you talk more about ADRs? Do they go after churn customers or people who drop off in the sales process and go cold? Also, what does their metric look like?

Nicholas Vandenberg

Great question. Great question. So, in our case, that's a good question. They could go after churn customers. We haven't done that yet. But that's a very interesting idea. In our case, they go after cross-selling and upselling. So, moving as existing customers either towards more usage of our existing product or adopting new products, as I mentioned, as an example, it's our lead distribution, and they are compensated the same way as they would be which is meetings booked that's how we've implemented it so far. There is an argument to be made that there could be compensated as a commission because in this case, there is more control over not only which account to go with but which products they go with, so they have more control about the amount the ACD at stake. We've just decided to start simple and go with meetings booked. Challenges we face about working remotely, are something that comes up a lot. It's a bit different from the topic of SDRs. But I will answer that we have faced no challenge. It's just it's working wonderfully for us. We've organized it from the beginning, we make decisions with this concept of a decision memo online, so everything is documented. We have our Slack channel that's very active by the theme, of course, we do a meeting once a week online and everybody can participate. So, all of us show up on Zoom and we exchange there time people say how do you control people to do their job, the answer is we can tell that we don't say you have to be there 9 to 5, people do whatever they want. We can see the output right if you're a salesperson you can see if you close deals if you're a marketer, you can see if you produce pipeline if you are an engineer you can see if you commit nowadays everything in the cloud is zero question how to measure what people do so that's not an issue The only question is culture. And because Alina and I love traveling we love that people can be wherever they want, and we find that that's also one.

Nicholas Vandenberg

There is only one thing to be said about remote work is that not everybody is made for it. And chili pepper attracts people who love the remote work and not those that prefer to be in an office because it's not for everybody I think we're up to the time that David, right?

David Youngblood

Correct. And I gotta make sure my mic is on. It's changing you're right there the remote world. The world is evolving and changing, outplay is evolving. Chili Piper is helping the evolution happen. I really, really love what you're all doing. There. I'm grateful for the benefit and value the tool adds to the world because I've used it many times on both sides. The other thing I meant to say earlier, and I misspoke when I said Danke schön meant to say, Merci beaucoup.

Nicholas Vandenberg

The language, right. Look, it's a bit confusing. our last name is Vandenberghe actually Dutch. But I'm originally French so Merci beaucoup.

David Youngblood

So, thank you so very much. What we'll do, if anybody else has any other questions or thoughts on this topic, feel free to follow up via LinkedIn. Or, you know, again, the other social channels. Appreciate all the great questions from the audience today for the session, which was awesome. And with that said, we'll transition into a little bit of an interlude between sessions and see on the next one here in about three and a half minutes. What I will be doing is putting up one more poll, so I'm just gonna leave the poll up for the break and I'll be in the session right at the time.

Nicholas Vandenberg

Thank you, David.

Alina Vandenberg

Thank you, everybody.