This week’s Be Customer Led with Bill Staikos features Kermit Randa, a results-driven CEO with vast expertise managing the transformation to establish accountability, high performance, and profitable development cultures. He is also a visionary well-known as a strategic thought leader, motivator, and mentor. Throughout the episode, he discusses the importance of customer success in driving CX, drawing on his experience and expertise as a change agent who effectively leads firms to become sustainable, thriving category-leading businesses. [01:16] Background – Kermit describes his journey and the factors he believes contributed to his current position. [04:41] Customer Success - Kermit delves deeply into defining customer success, noting that it has risen significantly in relevance within a firm during the last five years. [10:35] More on Customer Success – Further elaborating on customer success, Kermit discusses the critical responsibilities of the CEO position regarding customer success. [13:48] Customer Retention – Kermit addresses some important ways in which customer success teams may begin considering and focusing on retention, a critical component of their responsibilities.[20:17] Metrics - Kermit mentions several metrics for measuring the success or performance of a customer success management team, which he has employed so far. [22:47] Customer Experience - Kermit explains how focusing on customer success improves customer experiences. [26:00] Employee Retention – Kermit presents his thoughts on what he believes leaders should do better in employee retention. [28:41] Feedback from Employees - Kermit and Bill discuss their respective perspectives on how employers should respond to employee feedback. [35:26] Inspiration – Kermit talks about his role models and sources of inspiration.Recourses:Connect with Kermit:LinkedIn: linkedin.com/in/kermitranda/