Who is Chris?
Pretty much a Floridian. Born in Framingham, MA., and grew up on the Gulf Coast in Clearwater, FL. I’ve been living in Orlando for the last 32 years. My bachelor’s degree is from UCF and focused on Organizational Communications, Organizational Psychology, Business Management and study abroad. Those interdisciplinary studies provided me a broad-based background that has served me well in the past and continues today. My career has spanned hospitality management, retail and technology industries such as restaurants, then Kinkos (pre-FedEx), and later with Oracle and now Epicor. I have always been in customer service and customer facing roles. I’m passionate about delivering quality customer service. I’ve always surrounded myself with technology. Nowadays, I’m a just gadget-guy through and through.
Where you’ll find me? – Foodie, Fitness, Football (Premier League) & Family.
Sweet-spot? Public Speaking/Presenting. Give me a stage and a microphone. Anytime. Anywhere.
Tell us more about your role in Epicor.
I love my job. I’m the Vice President of Customer Experience at Epicor. Epicor is a software company. Our customers are the hardworking businesses who make, move, and sell the things everyone needs. I’m responsible for the overall Customer Experience, Customer Success and Advocacy programs at Epicor. My tech career spans over 25 years of experience in Customer Success Management, Critical Accounts, Call Center Management, and other various roles in service and support delivery. I engage with all Epicor lines of business for continuous process improvement efforts that span the entire customer lifecycle. The most interesting thing is the circuitous route I took to get into a top job at a software company. Let this be very encouraging to the many non-techies that would like to do the same some day.
What is the most difficult part of your job? But the most rewarding one?
Dismantling the perception of what customer success is all about. It’s not one person, one team or line of business. It’s everyone. Once I explain it and the Aha-light bulb goes off – that’s the rewarding part. I ask everyone to take their title and put a comma after it. Then, write Customer Success. It will change they way you view your job.
Is there anything that you would change about your professional path?
Nothing. No regrets. I’ve been blessed to be right in the sweet-spot of leveraging my talents and abilities.
What’s your key strategy for the development of your company?
To infuse Customer Success from beginning to end throughout the entire customer lifecycle. Every line of business should include at least one objective related to customer success. Answering the question, “How easy it to do business with you?”, is the pathway to reducing customer effort, increasing customer loyalty and eliminating churn.
What do you think about the next period of time, keeping in mind the pandemic and the new business climate? How will your industry be affected?
The pandemic was crazy. It changed many things in both our personal and professional lives. One thing stuck out to me – Technology WON. The technologies to enable remote education, video communications and streaming, along with work-from-anywhere have really transformed the workforce landscape. As I mentioned, Epicor is a software company and our customers are the hardworking businesses who make, move, and sell the things everyone needs. When it comes to the Manufacturing, Distribution, Retail and other industries where working remote isn’t possible, it causes strain. We’re aware of how the global supply chains suffered. I’m excited to be part of an innovative and ever-expanding company that is part of driving solutions to those industries and to others.
Please name a few technologies which have the greatest impact on your business.
Most will throw out buzzwords like AI, Machine Learning and Chatbot-x, but the greatest business impact is accurate and reliable data. True (CRM) Customer Relationship Management is essential. Business Processes that are documented and reviewed for efficiency is another area. Reduce the number of systems and integrate them. Accurate reports and real-time dashboards will take your business from Good, to Great. Once the data is clean and correct, the rest can fall into place.
What books do you have on your nightstand?
My journal and my Bible, along with my iPhone/iWatch charger, tv remote and a Yeti full of water.
