In the 6th episode of the second season of Frog’s How to Scale podcast, Senior Partner Mike Reid speaks with Kimberly Baker of Evotix, about putting the right people and structures in place to rapidly deliver value and achieve customer success.

Kimberly is currently Chief Customer Officer at Evotix, a former Frog Capital portfolio company. She is responsible for championing customer needs, leading strategies that improve the overall customer experience, fostering cross-departmental collaboration, and cultivating a customer-centric culture. Her focus is on enhancing customer satisfaction, retention, and company growth by ensuring that the customer remains a focal point in all business decisions and operations.

In our conversation we cover:

• Getting the right people on the bus, in the right seats
• Building a culture focused on customer success rather than sales targets
• Introducing 'Squads' to develop ownership and eliminating silos
• Analysing the customer journey to highlight areas for improvement
• 2 KPIs to track customer success
• Using the 'five box grid' to globally assess every employee's development

We cover these topics and many others extensively in How to Scale, Frog’s library of Scale-Up insights, including further episodes of the podcast and Scale-Up toolkits from our Frog Operating Partners. Subscribe to our podcast or follow us on Linkedin to ensure you never miss a new episode. We welcome all feedback, questions or topic suggestions for us to cover in future episodes, so please email us. We’d love to hear from you.

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