President & Founder

Jane has more than 20 years of experience building marketing and communications strategies for leading technology, healthcare and financial services brands. Her early work was with business-to-consumer (b2c) companies like Perrier, Rollerblade and Black & Decker. She took her market testing b2c expertise to the business to business space helping large enterprise brands like IBM, Morgan Stanley Capital International, Fidelity and Microsoft Health to transform their client experience.

For fun:
Jane is an avid runner and cyclist and can be found on the soccer pitch. She enjoys traveling and exploring new parts of the world with her family.

Professional organizations:
EO (Entrepreneurs Organization), The Boston Club, The Commonwealth Institute, Boston Chamber of Commerce. Jane is also actively involved and on the boards of several non-profit organizations.

Education:
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.

Featured Article | The Pros and Cons of Net Promoter Score – NPS

The Net Promoter Score (NPS) is a customer loyalty measurement that brings great value and a simple measurement for organizing companies around customer centricity. Here are some pros and cons to the metric.

Featured Article | Do you Know What Your Customers Value?

Understanding what your customer values is critical to building trust, winning the sale and sustaining a relationship over time. Often sales leaders can assume what is valued without asking the questions required to know for certain.

Featured Article | Customer Advisory Boards to Drive Internal Alignment

Customer Advisor Boards serve as an excellent source for driving internal alignment and sparking organizational change.

Featured Article | Advisory Boards Open New Market Opportunity

Customer Advisory Boards can drive new thinking and innovation if you consider a different approach to membership and content.

Featured Article | Transformation and Change Must Not Trump Customer Engagement

Businesses today are moving through a lot of change, but this is distracting employees to focus internally and forget about customer engagement approaches that are needed to retain and grow the business.

Featured Article | Want to Optimize Your Engagement Strategy? Focus on Executives

For B2B marketers and sellers, getting access to the C-suite and developing strong relationships with those leaders can often serve as the starting point of a long-term relationship between the individuals and the companies involved. The three most important reasons »

Featured Article | C-Suite Insights: From Digital Transformation to Customer Advocacy

Farland Group has the honor of helping our clients host forums that convene the top 20% of their customer base. At a recent gathering of 150 CIOs, it struck me that CIOs were engaged in a different set of discussions »

Featured Article | Is Your Facilitation Killing your Customer Advisory Board?

If your advisory board is struggling—or you’re just getting started and want to avoid the most common pitfall—consider carefully:
Is the person in the facilitator’s chair really ready to…facilitate? We share some of the common downfalls of board leaders and facilitators—and a checklist of characteristics that strong leaders share.

Featured Article | Customer Engagement Requires a Long-Term View

“Getting closer to the customer” is an all-too common goal of companies. And while the refrain has a nice ring to it, enabling a strategy to deliver on that promise is not trivial. After all, we know that customers have »

Featured Article | Measuring Customer Engagement: Managing the Attribution Challenge

Heather Higgins , Global Marketing Leader, Strategy & Analytics, IBM and I spoke last week at an ITSMA event on the importance of customer engagement strategies. We shared examples of how IBM is building a very deliberate customer engagement approach targeted »

Featured Article | Creating Signature Client Experiences: Consider Reciprocal Value

It’s a truism in B2B companies that a handful of customers generate the bulk of the revenue, and that keeping and growing a loyal client is far less expensive than finding net new clients. That’s why B2B marketers must develop strategies that help them listen to and engage customers actively in their marketing programs. As you listen, you will find that your customers are as vested in your company’s success as you are in theirs. That common interest is a basis for what we call reciprocal value: the powerful exchange that occurs when both parties get sufficient value out of a program for it to become self-sustaining.

Featured Article | Creating Remarkable Client Experiences

“Shock and surprise me,” was the advice a COO from a large financial services firm offered recently when I asked what he recommended for an upcoming meeting with 15 Fortune 500 CXOs. “We see a lot of great things everyday—this »

Featured Article | Selling to the C-suite

We’ve spent significant time lately with senior sales executives, helping them to create programs and processes that elevate their selling to an executive level. Effective sales people will tell you that selling is more of a science than all of »

The Pros and Cons of Net Promoter Score – NPS

Personalization Matters: Extend the Value of Your Client Relationships

Personalization requires a focused strategy that extends beyond the acquisition phase of the customer life cycle. Tips on how approach the personalization challenge for B2B businesses.

Let’s Stop Pretending We are Good at Multi-Tasking

The brain is not designed to multi-task effectively when you need to focus. If we all stopped multi-tasking in meetings, we believe we could cut meeting time in half.

Customer Advocates are Your Content Engine

Content marketing is a growing area of investment. Building content that connects to prospects and customers can be most powerful by enlisting your customer advocates.

Do you Know What Your Customers Value?

Customer Advisory Boards: Invest in Your Customer

Deeply understanding the needs and requirements of your customers requires an investment. Investment of time to establish strong relationships and trust with your customers; that trust will lead to hearing their honest assessments of your business model, products, services and people.

Tips for Building Highly Productive Meetings

Executives spend more than half of their time locked away in meetings, yet many of these meetings are not focused on results and are poorly facilitated. Looking to build more productive meetings? It isn’t that difficult, commit to outcomes.

Measure Your Teams on Customer Outcomes Not Contract Delivery

B2B leaders often measure their teams on contract terms and SLAs instead of customer outcomes and business goals. This is short sighted and can result in limited engagements.

Customer Advisory Boards: The Value of a Feedback Loop

In our experience, Customer Advisory Boards serve as a very important qualitative method for receiving input and feedback on your strategy and goals. Clients share their experiences with products, services and their views of how well or poorly the company shows up in the marketplace.