{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"096 - The Importance of Customer Experience with Catherine Blackmore","description":"Notable Sections: Catherine's background and role at Oracle Marketing Cloud [1:47] Why it's important to work directly with customers [4:30] Here approach to helping customers [8:03] How to differentiate your company with a culture of customer experience [12:23] Catherine's personal experience with churn as a customer [18:18] How brands can develop a greater sense of intimacy with their customers [26:45] Notable Quotes: "Customer success is really about understanding where your customer is in their process and what problems they are facing." - Catherine Blackmore "Customer experience will be the defining competitive advantage in the marketplace" - Catherine Blackmore Guest: Catherine Blackmore is the General VP of Global Customer Success at Oracle Marketing Cloud. She is a thought leader and innovator in the area of Customer Success, with over 20 years of experience helping a diverse list of clients from small business to Fortune 100 customers. Resources: The 11 Pillars of Customer Success The Operations of Customer Success Your First 90 Days as a Customer Success Leader Customer Success Evolves Connect: LinkedIn Twitter ","author_name":"IMA Leader Audio Podcast | Leadership, Marketing, Content Marketing, Big Data, Social Media, Email","author_url":"http:\/\/imanetwork.org\/webinar","html":"