Customer Success Expert Specializing in Data-backed Customer Operations
Ed Powers is a Principal Consultant at Service Excellence Partners, where he helps companies take an enterprise-wide approach to addressing churn. He’s previously led customer success at simPRO, a field service management software company, and InteiliSecure, a managed security services provider. Through his consulting work, he can help with customer success assessment, financial modeling, CS team training, and statistical analysis.
Areas of Expertise
Data-driven decision-making for Customer Success Ed specializes in teaching teams the practical application of statistical tools in real-life customer success situations.
Neuroeconomics applied to customer experience Ed has a strong background in how people learn and experience things, and how their beliefs impact decision-making, both individually and collectively.
Motivating change management to reduce churn When you need to engage other parts of the organization to make a churn-reducing change, you need to get teams emotionally involved, follow up with data, provide a way for the team to be involved in the change, and then help establish ongoing behaviors. This will help solve the problem and “close the loop” across the entire organization.