In this episode of SaaS Therapy, Kelly Hall, Chief Customer Officer at QuickBase, discusses building a customer-centric culture through emotional intelligence, vulnerability, and human connection. She emphasizes delivering real value, fostering trust, and understanding both customers and employees as individuals. Kelly also shares her journey as a woman in tech and highlights the importance of curiosity, investing in personal growth, and leading with empathy in customer success.
Takeaways
Building a customer-centric culture requires understanding and addressing customer needs holistically.
Emotional intelligence is crucial for leaders to build trust and rapport with employees and customers.
Investing in customer success roles is essential for long-term retention and satisfaction.
Effective communication with customers should focus on their value and needs, not just business metrics.
Consistency in delivering on promises is key to building trust with customers and employees alike.
Listening with empathy can lead to better insights and solutions for customer challenges. The capabilities and opportunities on our platform are endless.
Articulating the art of the possible is challenging.
Investing in oneself is vital for personal and professional growth.
The importance of follow-through in customer relationships cannot be overstated.
A degree is not the only measure of capability.
Being human and caring about others is fundamental in business.
Contents
00:00 Intro
2:58 Understanding QuickBase and Its Value Proposition
6:03 Putting the Customer at the Center
8:59 Building a Customer-Centric Culture
12:05 The Importance of Emotional Intelligence in Leadership
14:49 Vulnerability and Trust in Customer Relationships
17:51 Measuring Success and Growth in Customer Engagement
21:01 Investing in Customer Success Amidst Challenges
23:54 The Art of Customer Success
27:12 Key Qualities of Effective Customer Success Managers
32:08 Overcoming Challenges as a Woman in Tech
40:01 Investing in Yourself for Professional Growth
Resources
Credits
Show direction: Debra Wilson
Show manager: Angela Allred
Show assistant: Jenna Mollinet