Vice President, Customer and Market Insights at Salesforce
As VP of Customer and Market Insights at Salesforce, Karen engages with key customer accounts and collaborates to develop innovative strategies to address key business challenges. She helps translate feedback into actions to increase customer retention, growth, and satisfaction. Connect with her on LinkedIn.
In How to Differentiate Customer Success From Customer Support, we explore the difference between these two mission-critical functions and how outcomes for customers differ.
What’s fueling the explosive growth of customer success? What’s trending now in customer success? And how will customer...
What’s the best customer support experience you’ve ever had?
Whether your interaction took place on the phone, via email, in person, or using social media, you’re likely to recall the experience as easy, fast, responsive, personalized, empathetic, or even effortless. Ultimately, the best support...
In my recent Customer Experience Headlines blog post, I shared one of top CX trends I’m observing right now:
“Online communities are an underutilized source of customer insights. While many of the companies represented have online communities, they are often siloed from other feedback sources...
Service with a smile used to be literal. A server smiling while delivering your restaurant entree. A cashier smiling while tabulating your retail bill.
Today’s service smile might be conveyed as an emoji in a survey. An online chat. Or a private Twitter message.
The smile now represents your...
What does it take to build and sustain a customer-centric culture in your organization? What are the key decisions to accelerate your progress? What would you do differently if you could build your Voice of Customer program from scratch?
I had the opportunity to interview Kristen Engelhardt, Vice...