Key Insights
- When does the role of Chief Customer Officer makes sense in a company's journey?
- As CCO, following teams fall under Bernie — Customer Success, Renewals, Alliances (Independent Software Vendors or ISVs like Workday etc, System Integrators or SIs like Accenture, Business Development).
- Why customer success and renewals are separate for them?
- Tool Stack: Centered around Salesforce, Khoros/Lithium (Community) Kite (Search), Gainsight (Customer Success), RingCentral (Contact Center), Pendo (NPS)
- Important Metrics — Churn, Customer Sentiment, Support Coverage, Training/Revenue of System Integrators.
- NPS Surveys — Divide their customers in batches of 1/6th and run the survey every 2 months that covers all customers in an year. That way you get best of both worlds -- frequent customer pulse without sending too many surveys to everyone.
- Business Books: 3 Biographies -- Steve Jobs, Shoe Dog: A Memoir by the Creator of Nike, Elon Musk and books by Malcolm Gladwell specially The Tipping Point: How Little Things Can Make a Big Difference
