Showing Up for Customers Through Your Product

Learn from Smita Wadhawan, CMO at SimplePractice, about making sure that your product delivers on your value proposition.

The all-in-one practice management solution for private practices! We're here for you, and lucky to serve over 185,000+ practitioners in the health & wellness space. The leading EHR in the field. Manage your business with features like autoPay, online booking, telehealth, and customizable documentation and notes. Save time with SimplePractice so that you can spend time on the things that matter!

Industry
Software Development
Founded
2012
Smita Wadhawan

Guest Bio

Smita serves as the first Chief Marketing Officer of SimplePractice, the leading practice management software company for health and wellness professionals. She oversees all aspects of marketing and is a crucial component of SimplePractice’s high-growth mission of democratizing health and wellness. Smita joined SimplePractice during the company's IPO and has been instrumental in building and scaling the marketing organization.

Before joining SimplePractice, Wadhawan served as Head of SMB Growth Marketing for GoDaddy, an internet domain registrar and web hosting company facilitating online businesses, where she led marketing strategy and campaigns to support each stage of the customer lifecycle. She has also served as the Director of Consumer Product Marketing for PayPal, a leader in digital payments, and held consumer and acquisition marketing leadership positions for Visa and Intuit. Smita received a B.S. from Jai Narain Vyas University and an MBA in Marketing from Symbiosis Institute of International Business in India.

Guest Bio

Smita serves as the first Chief Marketing Officer of SimplePractice, the leading practice management software company for health and wellness professionals. She oversees all aspects of marketing and is a crucial component of SimplePractice’s high-growth mission of democratizing health and wellness. Smita joined SimplePractice during the company's IPO and has been instrumental in building and scaling the marketing organization.

Before joining SimplePractice, Wadhawan served as Head of SMB Growth Marketing for GoDaddy, an internet domain registrar and web hosting company facilitating online businesses, where she led marketing strategy and campaigns to support each stage of the customer lifecycle. She has also served as the Director of Consumer Product Marketing for PayPal, a leader in digital payments, and held consumer and acquisition marketing leadership positions for Visa and Intuit. Smita received a B.S. from Jai Narain Vyas University and an MBA in Marketing from Symbiosis Institute of International Business in India.

Episode Summary

This episode features an interview with Smita Wadhawan, CMO at SimplePractice, a leading practice management software company for health and wellness professionals.

In this episode, Smita discusses the importance of keeping your customers at the center and incorporating their voice. She also dives into educating the customer about the value of your product and then showing up for them through that product.

Key Takeaways

  • Customer feedback should be taken very seriously and it is worth creating a formal process to give customers a chance to share their thoughts. 
  • It’s important to arm yourself with data and examples when trying to sell your ideas internally, or you won’t be able to push them through.
  • The website can serve as your sales function and you should experiment with how the website can “work harder for you”.

Quotes

“So I would literally think of the marketing strategy as the full funnel from building the right product to getting the product in the hands of our customers, to making sure they use the product and get the most value out of it. And then last but not the least using our communications and our creative to tell the stories which put our customers front and center. We don't use models. We don't use actors. All our creative is telling authentic stories and they are all our customers. That is something that's really key to our brand, always honing in on our customer and having them do the storytelling for us.” ––Smita Wadhawan

Episode Highlights

*(5:56) The Trust Tree: Going to market with the human in mind
*(20:58) The Playbook: “Brandquisition” and SEO

*(38:13) The Dust-up: Using the “Lencioni approach” to work through disagreements

Episodes Transcript

  • Customer feedback should be taken very seriously and it is worth creating a formal process to give customers a chance to share their thoughts. 
  • It’s important to arm yourself with data and examples when trying to sell your ideas internally, or you won’t be able to push them through.
  • The website can serve as your sales function and you should experiment with how the website can “work harder for you”.

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