Aidan Artist, Assistant Team Lead, Client Success

My name is Aidan, and I am an assistant team lead on the client success team at Cvent. Along with managing my own customers, a big part of my role is to help support our new hire training and onboarding process. In August 2022, our client success team had the opportunity to participate in Bob London's customer discovery training. The impact on our team was immediate, as we learned new ways to have strategic conversations with customers. We found Bob's principles to be so valuable that we have incorporated them into the foundation of our new hire training. By providing a bank of questions to ask customers, our new hires feel more confident in their ability to ask probing questions and to have those outcome-oriented conversations with their customers. Recently, during a coaching session with a new hire, I heard them ask one of Bob's questions to their customer, and it led to a detailed conversation with them about their business and their company's goals. Bob's session has had a truly long-lasting impact on the mindset of our team.