Customer success has to be a company-wide commitment and an ethos across the entire business. But, how do you make the promise of customer-centricity a reality? To dive deeper into this topic, our host Adam Joseph talks to Michelle MacCarthy, Global Head of Customer Success at Unit4. She shares her view on a successful customer-centric business, how to provide a better customer experience, and whether it is crucial to have a CSM position in your company.

Jump straight into:

(00:41) - Michelle MacCarthy’s work on customer centricity at Unit4 - “The company is delivering on this promise through enterprise resource planning, human capital management, and financial planning applications.”

(05:24) - How customer-centric is your business? - “When companies make decisions big or small, they really need to think about how those moves impact the customer.”

(08:29) - Fixing for the long-term and how to correctly apply feedback - “We do look to focus on a few areas of the business in bite-size chunks to address the areas that we know will have the most impact across the full customer expense.”

(13:15) - How to bring teams together around customer-centricity? - “CSM is becoming even more critical as the customer experience ecosystem evolves.”

Resources

Connect with Michelle via LinkedIn

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