The Customer Experience Podcast: Essential Traits of the Next Generation CRO

November 5, 2021 Tegrita

Marketing, Sales, Support, Success: There’s no reason to keep these department silos separate. Their common goal is revenue, so their leadership should be the same, too. And today, that leadership comes in the form of a Chief Revenue Officer (CRO).

Not only does the CRO focus on revenue growth, but they also focus on the necessary precursor to revenue growth – the creation of a seamless CX across the entire customer journey or lifecycle. For a CRO, the CX is every interaction your customers have with your brand, end-to-end. And it’s this kind of focus on every interaction, this kind of leadership and organizational unification that lends the potential for exponential growth.

On this episode of the The Customer Experience Podcast, Ethan Beute speaks with Tegrita’s Chief Operating Officer Brandi Starr, Chief Revenue Officer Rolly Keenan, and President and Chief Technology Officer Mike Geller, co-authors and experts in the CMO-to-CRO shift. And together, they wrote CMO to CRO: The Revenue Takeover by the Next Generation Executive as a way to challenge the current line of thinking on the CRO role (and even on the CMO role).

Finding and keeping a successful CRO today is more crucial (and harder) than ever before.
The role itself is vital because it unites customer-facing departments and creates a consistent CX — all in the name of revenue and the customer.
But it also blends many elements and responsibilities found in other positions into one. CROs need the technical knowledge to comprehend data, creative expertise to understand the brand, and the people skills to collaborate with four different leaders in four separate departments — thus making it more challenging to fill.
Today, Brandi, Rolly, and Mike talk about the next generation of CROs and share why a Chief Marketing Officer (CMO) is likely the best candidate for this role.

Join us as we discuss:

  • Why the rise of the CRO is vital to good CX
  • How to tame your Frankenstack
  • What CMOs can do to shift into CROs
  • Where to position RevOps with respect to the CRO function
  • Why Tegrita created a CRO role and wrote a book about it

 

Video Highlights: Essential Traits of the Next Generation CRO

Check out the top five video highlights from the discussion with Brandi Starr, Rolly Keenan, and Mike Geller…

    1. CMO as the Best Candidate for CRO:
       

 

2. Customer Success is the Desired Outcome and Experience:

 

3. Best in Class Technology Isn’t Always Best for You:

 

4. Improving Revenue Operations Roles (No More Player/Coach):

 

5. Why RevOps is Separate from IT:

 

Listen to the full episode HERE!

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