Episode 69 – Conversation with Sarah Toms

Sarah E. Toms is executive director and co-founder of Wharton Interactive. She has spent more than twenty years as a leader in the technology sphere, and was an entrepreneur for more than a decade, founding companies that built global CRM, product development, productivity management, and financial systems. She is also the coauthor of the Customer Centricity Playbook.

We begin our conversation by understanding some of the common misperceptions of Customer Centricity.

Sarah explains the importance of Customer Heterogenity and what to look out for when considering customer personas.

She outlines some of the mistakes that are frequently made at the leadership level and the most important things to consider when making the move to become customer centric in your organization.

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