089: Dave Blake (Re-Air) ClientSuccess CEO on the CS100 Summit Preparation Pack

It is the the sixth and FINAL in the CS100 Summit Preparation Pack, so it is appropriate that we finish this series with Dave Blake's episode. The CS100 Summit Preparation Pack is a collection of past Helping Sells Radio guests who are also speaking at the 2018 CS100 Summit put on by ClientSuccess. When the agenda came out, it was glaringly obvious what a high level of speakers ClientSuccess attracts for their conference, we noticed five speakers were past guest of Helping Sells Radio. So we go together in the studio and decided to re-air all five of those episode just before and during the conference. 

Enjoy the CS100 Summit Preparation Pack.

From Dave's episode:

One of the biggest obstacles to this customer-centric evolution is the buy-in of executives. According to Dave they believe in it because it's "THE" thing to do, however they don't invest the time and resources to make it truly happen. So they create CS teams within their organizations, yet they don't give them the ability or power to impact change within the organization to truly deliver a CS experience to customers. For example, if a product enhancement request comes from the CS team to the product development team, however there is no mechanism for the development team to prioritize the enhancement in their workflow. Worse yet, there may not be a way for the CS team to even speak to the development team to submit the request!

Only when executives break down the barriers between teams and departments and give accountability for CS to the right spots in the organization can it truly become a CS-focused company culture. "Until you turn the perspective outward, from outside to inside, that won't change," Dave said.

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