Guest: Shaden Mohamed - ex Expedia & Google
Episode # 10
Why are CMOs slowly being replaced by Chief Customer Officers? I had the pleasure of interviewing Shaden Mohamed who has worked for companies like Google, held senior roles at Expedia and was most recently Chief Customer Officer at Silver Chef to provide some insights. Shaden gave some amazing perspective into what has driven the need for this role and cleared up the key differences between a CMO and a Chief Customer Officer.
We also talked about:
• The key areas of focus for a CCO
• Embedding a customer centric culture
• Getting CEO and exec buy-in
• Important Customer KPIs
• How fixing a simple renewal process generated tens of millions in revenue
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