Tim Wilbourn - "Reverse Engineering Revenue and Growth Success"
Tim Wilbourn, SVP Support and Customer Success at Crexendo® Business Solutions, unpacks the challenge of linking CX metrics to revenue in a Wall Street-driven world. He details strategies for setting expectations and advocating for long-term programs. Tim explains why short tenures hurt CX leaders and how to build sustained success. He shares his press-release exercise for crystal-clear goals.
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What’s Inside [3:16] Introduction to Tim Wilbourn [31:22] Full Podcast Episode [2:56] Highlights Video [2:49] Future Press Release Strategy to Drive Long-Term Goals [3:38] Integrating Customer Experience into Every Business Unit [7:17] Combating Short-Term Focus with Relentless Customer Obsession [4:17] Transforming Employees into CX Rock Stars [2:26] Embracing Mistakes to Accelerate Innovation [2:22] Building a CX-Driven Team Through Understanding and Alignment [0:36] Short - Integrating Customer Experience into Every Business Unit [0:37] Short - Combating Short-Term Focus with Relentless Customer Obsession
Full Episode “The first thing investors look at is revenue, then free cash flow. But customers are what drive all of that. So think about it differently. Focus on how many customers have been implemented, the revenue generated from those implementations, and the outcomes that define success.” - Tim Wilbourn
(2:56) Highlights Video
(2:49 Video) Future Press Release Strategy to Drive Long-Term Goals “I approach things with what I call a 'press release exercise.' It’s a fun and effective way to think about a project because you can refer back to it as you move forward. It helps keep everyone aligned with where they need to focus.” - Tim Wilbourn
(3:38 Video) Integrating Customer Experience into Every Business Unit “We have to make sure that in all parts of the business, the customer thread is present in some form or fashion.” - Tim Wilbourn
(7:17 Video) Combating Short-Term Focus with Relentless Customer Obsession “It comes down to being relentlessly focused on the customer. Putting the customer at the forefront sounds simple, but when you truly place the customer at the center of board meetings, advisory boards, and every initiative, it becomes a constant narrative that shapes every interaction you have.” - Tim Wilbourn
(4:17 Video) Transforming Employees into CX Rock Stars “The reason you do what you do, and the reason you grow, is for the people. It's about being good in the world and helping drive change.” - Tim Wilbourn
(2:26 Video) Embracing Mistakes to Accelerate Innovation “Don't be afraid to make mistakes, but make sure you learn from them. I've had plenty of opportunities to do that in my life, and I think that's also how I lead all of my employees.” - Tim Wilbourn
(2:22 Video) Building a CX-Driven Team Through Understanding and Alignment “To build a truly world-class team that scales and puts the customer at its heart, you must first ensure you understand your employees.” - Tim Wilbourn
YOUTUBE SHORT: Integrating Customer Experience into Every Business Unit “We have to make sure that in all parts of the business, the customer thread is present in some form or fashion.” - Tim Wilbourn
YOUTUBE SHORT: Combating Short- Term Focus with Relentless Customer Obsession “It comes down to being relentlessly focused on the customer. Putting the customer at the forefront sounds simple, but when you truly place the customer at the center of board meetings, advisory boards, and every initiative, it becomes a constant narrative that shapes every interaction you have.” - Tim Wilbourn
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