Rationale, Methods, and Passion
Customer focus is paramount
Sales, account management and customer service are the front lines of customer engagement for almost all companies. These roles represent the primary connection points with a company's customer base. It is imperative that these roles are unwaveringly focused on customers satisfaction and driving business growth. However, all too often that is not the case due to:
- internal complexity and reporting requirements,
- limited empowerment with misguided metrics, and
- inadequate coaching and professional development.
When these disruptive factors take hold within an organization, the result is a disproportionate focus on internal demands, diminished customer engagement and decreased revenue and margin. Eliminating these impediments and implementing pragmatic solutions is necessary to ensure these teams are empowered, accountable and externally focused. This is critical to ensuring customer retention and sustained business growth.
Benefits of an independent consultant
I have done these jobs and faced the challenges your teams encounter every day. That shared experience allows us to quickly establish a relationship of mutual respect and for me to be viewed as an ally and coach rather than judge and jury. The trust and transparency that comes with a respect-based relationship enables me to identify the true root-cause issues inhibiting performance and to develop custom solutions tailored to specific individuals, teams, and companies.
A passion to teach
I started my career as a history teacher, and the passion to teach and coach has been a consistent theme in my career. After more than 20 years in business-to-business roles, including sales and marketing, key account management and senior leadership positions, I want to apply what I've learned first-hand to help companies achieve sustained growth. My experience includes positions in small entrepreneurial shops, as well as a large multinational, and I spent much of my career working both in the US and internationally. Through the wins and losses, the cultural learnings from working in global markets, and a relentless commitment to professional growth, I know what works in customer-facing roles. It is that knowledge which is the foundation of Customer Impact Solutions.
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