As a Chief Revenue Officer (CRO), how can you assure that the culture of your organization supports the idea that customer experience (CX) is everyone’s responsibility? One of the best strategies is to dissolve some of the barriers between teams and create a revenue team. Key to doing so successfully is creating compassion and empathy through cross-training.
A CRO should understand the pipeline numbers as well as sales leaders, the Ideal Customer Profile (ICP) as well as marketing leaders, and churn as well as customer success leaders.
He’s focused on getting rid of internal power struggles by establishing the rules of engagement internally — and acting as a therapist when needed. Having held leadership roles across departments in various companies, he’s worn everyone’s shoes and knows what drives them, giving him an edge on unifying across departments.
Darryl is CRO at VanillaSoft, a sales engagement solution that shortens the turnaround between marketing-qualified leads, sales-qualified leads, and deals. Part of his responsibility is the customer experience. But his vision is to bring that ownership to every corner of the organization.
In this episode, we discuss…
• What a matrix organization is
• How colleagues are influenced by how they are compensated
• What the three ways are to create a culture of empathy
• How marketing leaders can develop their personal brand
• What the role of video is in customer experience
3 CX Strategies for CROs
Enjoy Episode 127 of “The Customer Experience Podcast” anywhere you go with your favorite podcast app:
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Video Highlights: 3 CX Strategies for CROs
Check out the top five video highlights from the discussion with Darryl Praill of VanillaSoft below…
1. Customer Experience and Feelings
2. Two Benefits of Sales Engagement
3. The Role of CRO
4. Unifying the Revenue Team
5. Supporting Video Usage Within Your Team
Mentioned In This Episode:
Similar Episodes You’ll Enjoy:
- “Why Transparency Sells Better Than Perfection” with Todd Caponi (Founder, Sales Melon)
- “Leading and Selling with Noble Purpose” with Lisa Earle McLeod (Founder and Keynote Speaker, McLeod and More)
- “Differentiating Far Beyond Product, Features, or Price” with Stacy Sherman (Founder, DoingCXRight)
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