Too often customer retention is not treated with the same level of focus and care as net new sales. Given the amount we spend on net new sales it is critical for companies to put the same energy and focus – or more into retention.
President & Founder
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.
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.
Jane has a BA from the University of Western Ontario, Canada and an MS from Boston University.
Customer Advisor Boards serve as an excellent source for driving internal alignment and sparking organizational change.
Net Promoter Score is an important measure for brands to understand quickly why a customer may recommend, but in recent years this score has lost its value in learning what is behind the recommendation. It is as important to understand the why to help build out approaches that will elevate that connection in meaningful ways.
Recently, I had a conversation with a student who was about to start her first job at a large consulting firm and she asked me for advice on how to start and how to behave. I gave her the advice »
B2B marketers have enormous opportunity to influence their business transformation through ecosystem development
Building a remarkable, memorable, meaningful, pick a positive adjective—customer experience is what marketers are chasing today. And it isn’t just marketers—CEOs place building compelling customer experiences as their number one priority.
Why is this such a difficult challenge to tackle?
Customer engagement tips for the C-suite
Customer Advisory Boards can drive new thinking and innovation if you consider a different approach to membership and content.
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.
Farland Group convenes a Council of Global Fortune 200 CMOs and through that work have gained expertise on the role of the CMO, the signficant trends in marketing and technology. Learn more about the top 3 areas that emerged in a recent webinar with other thought leaders.