For weeks now, businesses have been impacted by COVID-19. While it has been difficult to predict the severity of the pandemic, the one thing that has been unwavering is people’s innate desire to connect with one another. As a Customer Success leader, the actions of your teams now will undoubtedly leave lasting impressions for years to come.
Bernie Kassar, Chief Customer Officer at Xactly, joins us on today’s show to discuss what Customer Success teams are doing to help guide businesses through these uncertain times. Bernie shares unique opportunities for companies in today’s environment and how to create a frictionless customer experience.
Click here for the podcast version of this interview.
- Best practices in connecting with customers during a crisis. minute 3:04
- Revising messaging and offerings to customers. minute 5:34
- Creating a frictionless experience for customers. minute 9:42
Skip to minute 11:55 to hear Bernie share the impact and evolution of marketing as it relates to the customer success function:
“Now more than ever,’ could be added to a lot of different company’s taglines and then your values stable. But the CMO, their digital marketing is probably the most critical thing right now because everybody is at home. There are no events; there is no face to face meetings. Their digital strategy is where it’s at, and we’re focused on how do we get the most of it…”