Fractional Chief Customer Officer

As a seasoned leader in customer success and services for over 20 years, and a course instructor at York University for Customer Success program, I'm available to offer fractional and advisory services to organizations seeking strategic leadership to plan, assess, guide, and execute on Customer Success outcomes. Below are examples of topics I can provide but not limited to: * CS / CX Strategy * Customer Journey - stages, milestones, pain points, metrics * Key Metrics (leading and lagging) - NPS, CSAT, CES, Retention, CLTV, adoption, onboarding, best in class, * Voice of the customer - Feedback loop, internal cross-functional alignment, shared goals * Value definition, alignment, and realization * Churn analysis and reduction playbooks * Predictability through customer health dashboard - warning signs, at-risk indicators, heatmap, thresholds * Data-centric enablement - data capture, insights, action plans. * Automation to scale - workflows, communication, alerts, guides and milestones * Segmentation strategy - from enterprise to SMB. High touch vs digital touch. Shared CS model. * Advocacy and loyal programs - Platform, operation, online community, advisory council, referenceability, success stories. * CSP - Gainsight, ChurnZero, Totango, Hubspot, Salesforce * BI - PowerBI