“The entire sales process simply seeks to understand and define clearly the problem the prospect is having at this moment, the impact that it's having on their business, and then how we can be the solution and solve that gap.”Grant Freeman is the guest on this episode of Be Customer Led with Bill Staikos. Being the Chief Customer Officer at Thryv, growing the SaaS division's income is one of Grant's primary concerns. Grant oversees the software sales and client experience teams and the retention and monetization of Thryv's software customers. Throughout our conversation today, he shares how he supports more than 40,000 local businesses across the U.S. through a fully integrated, end-to-end customer experience platform, Thryv software. [01:03] Background –Grant discusses the aspects that have set him apart professionally and how he has applied those learnings to assist small businesses in improving their operations. [03:41] Thryv - How Thryv helps organizations improve their daily operations so they can focus on what they should be doing.[06:55] Onboarding - What Grant does at Thryv and his thoughts on why the onboarding process is so crucial[15:50] Customer-Focused Culture- Grant outlines how they help organizations improve operationally and culturally.[17:41] Measure the Success - What metrics are used to gauge a company's success in relation to the customer's experience?[22:19] CX - Grant expresses his views on customer experience as a board-level topic.[24:23] The Future - Grant describes how he envisions the CCO's obligations will evolve over time.[27:44] Never-again Error - The one mistake Grant will never repeat. [31:51] Inspiration – Sources where Grant draws his motivation and inspiration.Recourses:Connect with Grant:LinkedIn: linkedin.com/in/grantfreeman/Website: thryv.com/