Strategy, Consulting, and Advisement for CCOs and Post Sale Leaders

Scale your organization, improve customer-facing processes, leverage AI, and optimize financial results.

Strategy

Having a clear customer-facing strategy creates a vision and direction for your whole company. It is the foundation for delivering high value experiences to your customers and strong operational results for your business. Whether you already have a strategy in place or are evolving your approach, you always need to be ready to meet the challenges ahead of you.

When you work with me, we will assess your current situation and create a strategy that meets your desired customer and business needs. Whether the strategy is for one of your functional teams or your overall post-sale experience, the recommendations will be prioritized, specific and actionable. You will feel confident about your future direction and its impact on your business results.

CCOs and Post-Sale leaders engage me for strategy when you need to:

outline_check

Evolve the role and outcomes of your Success, Services or Support team

outline_check

Dramatically improve your team’s impact on revenue growth or profitability

outline_check

Identify opportunities to leverage ChatGPT or AI to improve productivity and results

outline_check

Quickly develop a segmentation approach that scales in a cost-effective way

outline_check

Effectively streamline your implementation process to accelerate time to value

outline_check

Identify ways to decrease the cost-to-deliver your customer-facing experiences

outline_check

Optimally design your organization structure to support future growth

outline_check

Transform your end-to-end customer journey and handoffs

outline_check

Enhance your customer or partner education strategy

The Post-Sale SCALING™ Framework will be a fundamental part of this process to help you navigate your way through your strategic growth journey. It is a model that identifies and analyzes 7 inputs that determine a post-sale organization’s ability to support accelerated business growth. This is one of the methodologies we will use to assess the current state of your business and identify priorities to improve.

Structure

How people are organized to work together

Customer Value

The experiences and outcomes customers expect from your organization

Alignment

How your organization is aligned to your  company, customer, and cross-functional objectives

Leadership

The capabilities, values, and development of people who work for your organization

Internal Processes

The systems, data, processes and workflows that team members use to get their jobs done

Network

The community of partners, vendors and thought leaders that create leverage and help erect competitive barriers

Growth Drivers

The ways that your post-sale team contributes to your company’s growth and profitability

Consulting

My clients hire me to help them accelerate progress against their most important strategic priorities. Being a customer-facing leader requires a constant balancing act between delivering against your day-to-day targets while also making sure you are putting in place the improvements your teams need to efficiently scale for the future. My clients often don’t have either the time, functional expertise or management capacity to confidently drive all their critical initiatives.

They leverage my decades of operational experience leading change in fast-paced customer-facing organizations. We work together to confidently make data-driven decisions and successfully operationalize your desired initiatives. My clients appreciate how I collaborate with their leaders and cross-functional teams, so they feel bought into the improvements we deliver together. I also make it a point to transfer knowledge to your team members, so they are learning and upleveling along the way. 

CCOs and Post-Sale leaders engage my consulting services when you need to:

outline_check

Cost-efficiently increase your retention rates

outline_check

Aggressively reduce or eliminate reasons for customer churn

outline_check

Significantly expand revenue growth from your existing customer base

outline_check

Dramatically improve the cost-to-deliver your customer-facing experiences

outline_check

Identify opportunities to leverage ChatGPT or AI to improve productivity and results

outline_check

Scalably operationalize fee-based professional services or implementation offerings

outline_check

Streamline the new customer onboarding process to accelerate time to first value

outline_check

Develop a reliable and high quality Partner Consulting Delivery Channel

outline_check

Quickly expand your Customer Education curriculum or launch a certification program

outline_check

Create dashboards and operating mechanisms that provide visibility to progress and results

Your CEO, CFO and board of directors all expect your organization to consistently achieve its short-term targets while also driving the continuous improvement required to support future growth. But they don’t expect you to have all the answers or be able to achieve this all by yourself. Contact me so we can discuss how I can support you and your team so you can feel more confident, balanced, and forward-looking.

Trusted Advisor

As a trusted advisor, I meet weekly with you to provide actionable advice and guidance tailored to your needs. My clients value my input as an experienced CCO and customer-facing executive. I have been in your shoes. I know how challenging yet rewarding your role can be. My clients use me as a sounding board to help you navigate the myriad of decisions you make given your broad scope of responsibilities. You will feel more empowered to see around corners, leverage proven best practices, and avoid time-consuming experimentation already attempted by others.

My advisory clients benefit from a wealth of time saving templates, decision-making frameworks and operational techniques to help you achieve better business outcomes. I can help you connect with a network of peers and functional experts that can be resources for you and your team. I can also be a behind-the-scenes resource that informs your strategy, keeps you up-to-date with industry trends, guides your critical decisions, and helps you prepare for executive and board presentations.

My clients engage me as a trusted advisor:

outline_check

After you get promoted into a VP or CCO role that expands your scope of responsibility

outline_check

To provide functional mentorship to a newly hired or recently promoted leader on your team

outline_check

When you oversee a function you haven’t managed before and need to ramp quickly

outline_check

To help you identify ways to leverage ChatGPT or AI in your strategic and operational plans

outline_check

To help you prepare for meetings with your CEO, executive staff and Board of Directors

outline_check

To plan and execute impactful quarterly/annual strategic planning discussions

outline_check

When you feel at risk of being layered and want to accelerate your skill development

outline_check

When you need to hire an executive and want to know what skills and experience to look for

In my book The Chief Customer Playbook, I outline a set of 8 skills that CCOs and aspiring CCOs need to master to accelerate their career growth and improve their business results. We can work together to identify areas where you want to develop and follow through on an action plan. I will be a trusted partner that encourages you, challenges you and enables you.

Chief Customer Officer Maturity Model™

For each area in the CCO Maturity Model, rate yourself or have your manager rate you on a scale of 1-10  (1 being Manager level and 10 being CCO level).

Do you need to accelerate growth, scale efficiently, leverage AI, or improve profitability through your customer-facing teams?

Connect with me as a next step.

Download The REACH Framework™: Expansion Close Plan Template

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download Chief Customer Officer - Technology Stack Recommendations

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download the Post-Sale Scaling™ Model Framework

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download Recommended Books on Organizational Leadership and Interpersonal Effectiveness

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download Recommended Books on Public Speaking, Storytelling, and Creating Impactful Presentations

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download the Goal Setting Template for Customer Facing Leaders

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download the CCO Strategic Roadmap Template and Examples

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download the Strategy Offsite Planning Template and Worksheet

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download Defining the Hiring Criteria for the CCO/SVP/VP Position

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download The REACH Framework™: One-Page Cheat Sheet

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download the ROI Calculator and Cost Savings Example and Template

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download ICONIQ Growth - Topline Growth & Operational Efficiency - SaaS Industry Metrics

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download Gainsight's Customer Success Board of Directors Template Slide Pack

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download the Cost-of-Delivery Analysis Template for Customer Success Teams

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download the Customer Success Experience - Segmentation Template

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Get 250+ Tips and ChatGPT Prompts for CCOs and Customer-Facing Teams So You Can Easily Get Started with AI

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download The REACH Framework™: Asking Probing Questions to Uncover Expansion Clues

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.

Download the CCO Maturity Model™ Worksheet

You will also be subscribed to my periodic newsletter. I respect your privacy. Unsubscribe at any time.