17 minutes | Sep 29th 2016

Amy Downs of Lifesize: Subscription Businesses Need Customer Service at its Core to Drive Success

Amy Downs, Chief Customer Success and Happiness Officer Lifesize, shares with us how the key to the company’s transformation to a subscription business model was changing the corporate culture to be customer-first. And how that change raised their net promoter score from negative four to over seventy, increased customer retention rates, and created a customer support team that finally understood their value to the business.
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