I’m a technology executive focused on enhancing the Customer Experience and driving Customer Success. The subscription economy, or the transition from an enterprise license deal to a pay-as-you-go model for many technology companies is driving a need to think differently, and constantly, about the management of their customer base.
I’ve bootstrapped startups and held executive roles in publicly traded companies, all with a common purpose: bringing value to customers with technology-enabled solutions. I’m SVP of Customer Success at Talend, and I’ve held leadership positions at KPMG, Altro Solutions (acquired by OpenText), Tacit Software (acquired by Oracle), W5 Networks, and Lyris Technologies. I’ve consulted to and deployed successful solutions to many Global 500 companies, including Sanofi-Aventis, GlaxoSmithKline, AmerisourceBergen, Lockheed Martin, Northrop Grumman, AT&T, HP, Sun Microsystems, Telstra, Delta Air Lines, QANTAS, EMC/Documentum, and Peoplesoft.
My objectives in this blog are to: 1) share my insights from a couple of decades of firsthand learning and exchanging ideas with others; and 2) help others through the industry’s discovery phase of Customer Success / Customer Experience Management / Customer Centricity, or other labels that are being applied to mindsets, organizations, processes, and technologies that will empower companies to provide ongoing value to their customers, create a loyal following, and ultimately grow revenue and valuation.
I also reserve the right to post on topics of personal interest every now and then because after all, all work and no play…
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