Kathy Lord

Building Customer Champions in Cloud Software (Hint: It’s Not Easy)

The term “customer champion” is thrown around a lot in my work. What does it actually mean? There’s a common misconception that a “champion” is simply a customer who is happy to advocate for a company. And sure, that’s part of it. What restaurant owner...

How to Distinguish Between Happy Customers and Loyal Champions

It’s no secret that customer champions are something for which every cloud software company strives. And while many companies invest the time and resources to create a connection with customers (and in doing so, build loyalty), most companies have a hard time distinguishing between...

How Much Time Should CEOs Spend with Customers?

A new study out from Harvard Business Review shows that the average CEO spends only 3% of their time with customers. Is that enough?

New Posts