Customer Centricity | Richard Cookson

Customer centricity is something that all sales leaders should be focusing on whether you lead new business teams or existing. 

Richard Cookson, EMEA Customer Success Director at Affinity sits down with Izzy Bishop to discuss the importance of customer centricity and how to achieve this. 

Having led teams at LinkedIn, Procore and now Affinity, he has some real gems to share and I loved this discussion so much. We spoke about the impact this has internally in your business unpacking culture, values, and leadership. And then we went on to how you build a customer-centric culture across the whole Go To Market Function, sharing strategies, and approaching this in new markets and regions.

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Chapters

• 1:26 Why is customer centricity important when building teams in new regions?
• 4:24 How to understand different cultural nuances
• 6:54 Do you need to bring in external trainers to understand how to work with different cultures?
• 9:11 Do landing teams work?
• 12:19 How to communicate and manage your international landing teams from the UK
• 14:50 Having Customer centricity at the core of your GTM team
• 20:30 Why Customer Success should be targeted on revenue
• 23:25 How do sales leaders communicate with their teams to demonstrate clarity between CS & Sales, and bring them together?
• 25:36 The risk of collaboration - who should be compensated for the upsell? Sales or CS?
• 28:33 The biggest challenge - becoming a first time manager