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Creating a Customer-Centric Culture at Your company
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In this episode of the Customer Success Pro Podcast, Anika Zubair discusses the importance of building a customer-centric culture within organizations. She highlights common mistakes companies make in their approach to customer success and outlines actionable steps to create a culture that prioritizes customer outcomes. Anika emphasizes the need for cross-departmental collaboration, operationalizing customer feedback, and empowering teams to lead in customer success initiatives. The episode concludes with a metaphor comparing the customer journey to a relay race, underscoring the importance of teamwork in achieving customer success.
Chapters
00:00 Building a Customer-Centric Culture
02:48 Common Mistakes in Customer-Centricity
06:02 Steps to Create Customer-Centricity
12:15 Empathy and Recognition in Customer Success
18:19 The Relay Race of Customer Success
21:33 Actionable Challenge for Cross-Functional Collaboration
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
CSM RevUP Academy: https://thecustomersuccesspro.com/revup
Send Anika a text :)
Want to be our next guest? Apply here: https://www.thecustomersuccesspro.com/podcast-guest
Book Anika as a speaker at your next team event: https://www.thecustomersuccesspro.com/team-event
Chapters
1. Building a Customer-Centric Culture (00:00:00)
2. Common Mistakes in Customer-Centricity (00:02:48)
3. Steps to Create Customer-Centricity (00:06:02)
4. Empathy and Recognition in Customer Success (00:12:15)
5. The Relay Race of Customer Success (00:18:19)
6. Actionable Challenge for Cross-Functional Collaboration (00:21:33)
34 episodes
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