All Episodes

November 2, 2022 32 mins

“The entire sales process simply seeks to understand and define clearly the problem the prospect is having at this moment, the impact that it's having on their business, and then how we can be the solution and solve that gap.”

Grant Freeman is the guest on this episode of Be Customer Led with Bill Staikos. Being the Chief Customer Officer at Thryv, growing the SaaS division's income is one of Grant's primary concerns. Grant oversees the software sales and client experience teams and the retention and monetization of Thryv's software customers. Throughout our conversation today, he shares how he supports more than 40,000 local businesses across the U.S. through a fully integrated, end-to-end customer experience platform, Thryv software. 

[01:03] Background –Grant discusses the aspects that have set him apart professionally and how he has applied those learnings to assist small businesses in improving their operations. 

[03:41] Thryv - How Thryv helps organizations improve their daily operations so they can focus on what they should be doing.

[06:55] Onboarding - What Grant does at Thryv and his thoughts on why the onboarding process is so crucial

[15:50] Customer-Focused Culture- Grant outlines how they help organizations improve operationally and culturally.

[17:41] Measure the Success - What metrics are used to gauge a company's success in relation to the customer's experience?

[22:19] CX - Grant expresses his views on customer experience as a board-level topic.

[24:23] The Future - Grant describes how he envisions the CCO's obligations will evolve over time.

[27:44] Never-again Error - The one mistake Grant will never repeat. 

[31:51] Inspiration – Sources where Grant draws his motivation and inspiration.


Connect with Grant:



Mark as Played

Advertise With Us

Popular Podcasts

Dateline NBC
Who Killed JFK?

Who Killed JFK?

Who Killed JFK? For 60 years, we are still asking that question. In commemoration of the 60th anniversary of President John F. Kennedy's tragic assassination, legendary filmmaker Rob Reiner teams up with award-winning journalist Soledad O’Brien to tell the history of America’s greatest murder mystery. They interview CIA officials, medical experts, Pulitzer-prize winning journalists, eyewitnesses and a former Secret Service agent who, in 2023, came forward with groundbreaking new evidence. They dig deep into the layers of the 60-year-old question ‘Who Killed JFK?’, how that question has shaped America, and why it matters that we’re still asking it today.

Las Culturistas with Matt Rogers and Bowen Yang

Las Culturistas with Matt Rogers and Bowen Yang

Ding dong! Join your culture consultants, Matt Rogers and Bowen Yang, on an unforgettable journey into the beating heart of CULTURE. Alongside sizzling special guests, they GET INTO the hottest pop-culture moments of the day and the formative cultural experiences that turned them into Culturistas. Produced by the Big Money Players Network and iHeartRadio.

Music, radio and podcasts, all free. Listen online or download the iHeart App.


© 2024 iHeartMedia, Inc.