Episode 11: (B2B) Bernie Kassar, Chief Customer Officer, Xactly - a podcast by Sandeep Jain

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

Further episodes of The Customer Support Podcast

Further podcasts by Sandeep Jain

Website of Sandeep Jain