096 - The Importance of Customer Experience with Catherine Blackmore

IMA Leader Audio Podcast | Leadership, Marketing, Content Marketing, Big Data, Social Media, Email

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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