When we talk about go-to-market, we talk about things like brand, pricing, sales ops, and product management. These things are important, but the essence of building a best-in-class go-to-market system is delivering incredible customer experiences. Happy customers stay longer, spend more, refer others, cost less to serve, and provide valuable feedback. I love helping companies identify the most attractive customer segments and figure out how best to delight them. The secret sauce is that excellent customer experiences start with excellent employee experiences – employees who are engaged, empowered, well-trained, and thoughtfully incented will drive much better customer experiences.