Strategy, Consulting, and Advisement for CCOs and Post Sale Leaders
Scale your organization, improve customer-facing processes 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:
Evolve the role and outcomes of your Success, Services or Support team
Dramatically improve your team’s impact on revenue growth or profitability
Quickly develop a segmentation approach that scales in a cost-effective way
Effectively streamline your implementation process to accelerate time to value
Identify ways to decrease the cost-to-deliver your customer-facing experiences
Optimally design your organization structure to support future growth
Transform your end-to-end customer journey and handoffs
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.Â
CCOs and Post-Sale leaders engage my consulting services when you need to:
Cost-efficiently increase your retention rates
Aggressively reduce or eliminate reasons for customer churn
Significantly expand revenue growth from your existing customer base
Dramatically improve the cost-to-deliver your customer-facing experiences
Scalably operationalize fee-based professional services or implementation offerings
Streamline the new customer onboarding process to accelerate time to first value
Develop a reliable and high quality Partner Consulting Delivery Channel
Quickly expand your Customer Education curriculum or launch a certification program
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:
After you get promoted into a VP or CCO role that expands your scope of responsibility
To provide functional mentorship to a newly hired or recently promoted leader on your team
When you oversee a function you haven’t managed before and need to ramp quickly
To help you prepare for meetings with your CEO, executive staff and Board of Directors
To plan and execute impactful quarterly/annual strategic planning discussions
When you feel at risk of being layered and want to accelerate your skill development
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 1-10Â (1 being Manager level and 10 being CCO level).
