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Mary Poppen Joins to Start The Customer Intelligence Movement!

Updated: Apr 13, 2022

One thing I learned about myself early in life was that I love people! I've always been extremely social and focused on how I can impact someone else's happiness. That passion for people has been the thread that runs through every chapter of my life, both personal and professional.

After two decades (what?!) in customer delivery, focused on elevating customer success and happiness, I feel I can confidently say, "Look how far we've come!" Customer obsession has exploded, and companies are striving to be much more customer-centric at their core.

Throughout my career, I've also seen the evolution of customer intimacy, which is knowing your customers better than anyone else. In other words, customer intimacy is proactively discovering what customers need, when they need it, and how best to deliver solutions for them. In a high-touch model, this is possible simply by asking customers what they need. However, this isn't scalable for companies that want to grow and evolve.

Technology is the real key to customer intimacy and personalization at scale!

Historically, technology could not offer holistic Customer Intelligence. While excellent CS-focused systems are available on the market, customer data is disconnected, making it difficult to tell the story of true customer health, predict churn, or maximize revenue growth. Couple that with the fact that it can take data scientists months to uncover basic insights and correlations across customer data, and that isn't only if you're one of the lucky ones to have access to a data science team at all.

Now add the desire to personalize action and serve customers like the snowflakes they all are. They each need differentiated products and services most aligned to their specific needs to maximize business outcomes (and customer happiness). So how can customer teams get holistic Customer Intelligence allowing them to turn deep insights into personalized, predictive action?

I'm thrilled to say we have the answer: the platform!

For quite some time, I've said that the market is still moving toward being even more proactive and predictive. Taking a proactive approach and keeping customers' needs in mind will significantly impact the created products, services, and innovations. The future for CS is more than acting as the delivery arm for the business. I believe CS will be the customer voice that determines where the company needs to go.

I've decided to join because I believe Customer Intelligence (CI) powered by artificial intelligence (AI) is the next level of innovation for Customer Success and all Go-To-Market teams. True Customer Intelligence will be game-changing for every organization trying to deliver personalized customer experiences at scale while significantly accelerating NRR (Net Revenue Retention).

From siloed data to actionable insights's vision is, "To provide the world with Customer Intelligence" to help companies deliver WOW to their customers, employees, and stakeholders. When organizations are truly customer-centric, it opens the door for customers to be more happy and successful while attaining greater value. Also, it opens doors for employee engagement, retention of both employees and customers, increased revenue, profitability, growth, and allow for more rapid innovation!

I'm incredibly excited and proud to join the team, and I can't wait to partner with every organization that's ready to use Customer Intelligence to become truly customer-centric!

About Mary: Before joining, Mary was Glint's Chief Customer Officer at LinkedIn. Mary was responsible for driving and scaling the company's ability to delight customers. Prior to that, she was the Chief Customer Officer for SAP's Global Cloud business and Chief Customer Officer for SuccessFactors before that. With over two decades of experience in customer success, business consulting, and executive leadership, Mary frequently speaks at global events and has authored several publications in this space.

She's a proud wife and mother of two boys, holds a Master's Degree in Industrial/Organizational Psychology, loves to travel and exercise, and she's passionate about Customer Intelligence and developing the next generation of CS/CX leaders!


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