Why I’m leading a Customer Team at the CRM company shaping the way we work

By Emilia D'Anzica, Chief Customer Officer at Copper

Today, I’m excited to announce I’ve started a new role as Chief Customer Officer at Copper, the leading CRM for G Suite.

Why am I excited? The way we work has changed, and Copper has risen to meet businesses where and how they best work, enabling them to deliver superior customer experiences.

The company was founded on the idea of creating a user-friendly CRM — one that is fast to deploy, easy to use and built directly into G Suite, a productivity platform customers already use every day. Too often, salespeople, marketers, and others use complicated customer databases where functions such as data entry, pricing, and administrative tasks are found in clunky interfaces. Copper’s goal has always been to allow its users to easily access all the information they need, in one place they know and love (G Suite), so they can focus on what truly matters (their businesses).

This centralization of information becomes even more important when you consider elements of the modern workforce that have shifted over the past few years, including the rise of remote work and the sheer number of communication tools we access today (Slack, Zoom, etc.). As a former consultant, I understand the value of centralized information when working remotely — it helps keep everyone on the same page. Without a central source of truth, priorities and progress toward goals can’t be tracked accurately and misunderstandings can occur. And with subscription business models leading the way, (hello Netflix, Spotify, and Rent the Runway), nurturing long-term, sustainable customer relationships that keep customers coming back becomes even more important. 

Because customer success is so ingrained into Copper’s values, it only makes sense that we’re growing our customer success and support team, and I can’t wait to lead it. I’ll focus on customer onboarding, building an operations team, and enabling customer success managers to ensure better customer experiences with Copper across the board.

With more than twenty years of experience in the field, I’m looking forward to helping our customer base of small and mid-sized businesses manage their relationships. Copper has come a long way, but I see opportunity ahead for us to positively impact an even wider audience of customers — enabling them to keep track of critical information and build strong customer relationships.