Who Owns the Customer? | Justin Chappell

In this episode we will be talking about who actually owns the customer and to do that we have with us today the Global Director of Customer Experience at Hyland, Justin Chappell. He explains that depending on the company you work for, who owns the customer could be a couple of things. It could be the account management team, or it could be a hybrid approach that uses a little bit of that account executive and customer success manager, both having ownership of the customer, but different pieces of it. “I try to look at ownership as who really has the customer’s best interest in mind and who’s working with them to help them achieve their business objectives.” 2:25

Justin’s background 0:45
Who owns the customer? 1:38
Monitoring customer risk 8:52
ROI 12:22
Retaining 15:41

“So meeting with top companies within certain verticles to allow them to share ‘Here’s what we’re seeing as a business in the outside world. How are you gonna help us achieve that?’ That’s really where you see that investment come back in being a partner in our strategic alignment with their strategies that they’re trying to achieve.” 14:44

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