Bernie Kassar, Chief Customer Officer at Xactly, joins us to discuss the critical role of Customer Success and how to make impressions that will last for years to come.

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.


  1. Best practices in connecting with customers during a crisis. minute 3:04
  2. Revising messaging and offerings to customers. minute 5:34
  3. 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…”


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Matt Sharrers

Leads the firm's focus on the CEO’s role in accelerating revenue growth by embracing emerging best practices to grow revenue faster than the industry and competitors. 

Matt Sharrers is the CEO of SBI, a management consulting firm specialized in sales and marketing that is dedicated to helping you Make Your Number. Forbes recognizes SBI as one of The Best Management Consulting Firms in 2017.


Over the course of nearly a decade at SBI, Matt Sharrers was an instrumental early partner guiding SBI as the Senior Partner. Matt’s functional responsibilities included acting as the head of sales where he led SBI’s double-digit revenue growth, and was responsible for the hiring function to build SBI’s team of revenue generation experts.


Prior to joining SBI in 2009, Matt spent eleven years leading sales and marketing teams as a Vice President of Sales. Matt has “lived in the field.” As a result, he is the foremost expert in the art of separating fact from fiction as it relates to revenue growth best practices. CEOs and Private equity investors turn to Matt’s team at SBI when they need to unlock trapped growth inside of their companies.



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