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
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