096 - The Importance of Customer Experience with Catherine Blackmore

Released Monday, 7th November 2016
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Notable Sections:
  • Catherine's background and role at Oracle Marketing Cloud [1:47]
  • Why it's important to work directly with customers [4:30]
  • Here approach to helping customers [8:03]
  • How to differentiate your company with a culture of customer experience [12:23]
  • Catherine's personal experience with churn as a customer [18:18]
  • How brands can develop a greater sense of intimacy with their customers [26:45]
Notable Quotes: "Customer success is really about understanding where your customer is in their process and what problems they are facing." - Catherine Blackmore
"Customer experience will be the defining competitive advantage in the marketplace" - Catherine Blackmore
Guest: Catherine Blackmore is the General VP of Global Customer Success at Oracle Marketing Cloud. She is a thought leader and innovator in the area of Customer Success, with over 20 years of experience helping a diverse list of clients from small business to Fortune 100 customers.
Resources: The 11 Pillars of Customer Success The Operations of Customer Success Your First 90 Days as a Customer Success Leader Customer Success Evolves
Connect: LinkedIn Twitter

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Episode Details
Length
33m 22s
Explicit
No

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