Ed Powers's Linkedin Analytics

I'm known for helping teams make breakthroughs in customer loyalty by addressing why customers leave—and why they stay. My approach combines neuroscience with data analytics and enterprise-wide improvement to deliver dramatic results. My career includes sales, marketing, operations and consulting from start-ups to Fortune 40 companies. Industry experience includes software, electronics manufacturing, business services, hospitality, IT services, management consulting and education. I've done B2C and B2B (Enterprise, Mid-Market, and SMB). Expertise: • Customer Success strategy and operations • Customer Experience management (CX) • Service excellence • Creating a culture of execution and high performance • Marketing, selling, and business development • Financial modeling and management • Statistical analysis and mathematical modeling • Solving very complex operational problems • Improving organization-wide performance using Baldrige and Lean Six Sigma practices • Change management Results: • Built and led a CSM team at a software company to reduce initial logo churn by 1/3 • Helped a service provider reduce Time to First Value by a factor of 12 and improve ARR churn performance by 29% • Helped a software education firm grow revenue 67% in twelve months • Built a team that led its industry in customer loyalty (96% renewals) while operating at 30% lower costs • Reduced hospitality peak date reservation cycle times from six weeks to two days • Reduced call center handle times by 43 seconds while improving call quality by 3.6%