Dennis Geelen is Founder and President of Zero In – a Canadian based customer experience and innovation consultancy, and author of The Zero In Formula, a brand new book released this month which has already reached Number One bestseller status for pre-orders on Amazon.CA.

In this engaging second part of a podcast with Dennis Geelen, an expert in customer experience and innovation, Rick Adams delves into the insights of Geelen's book, "The Zero In Formula." The conversation centers on the critical role of customer-centric innovation (CCI) in driving business success, outlining the essential elements needed to achieve high levels of CCI. They discuss the significance of deeply understanding customers, the power of team collaboration, and the development of individual skills and behaviors toward fostering innovation. The dialogue also touches on sustainable versus disruptive innovation, highlighting the balance between enhancing existing offerings and pioneering new solutions to meet customer demands. Leadership's role in nurturing an innovative, customer-focused culture and the impactful use of storytelling in conveying the book's concepts are also explored. This podcast is a treasure trove of practical advice for customer success professionals and business leaders aiming to excel in creating customer-centric businesses.

Download Chapter 1 of Practical CSM Book now:
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To view our "Transition to Customer Success" training program that provides much more detail about how to get your first position as a CSM, click here:
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Link to Part One:
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You can reach us at the following platforms:
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