Mark Fordham's Profile

Mark Fordham

Mark Fordham verified_user

VP of Services
Greater Los Angeles Area
Member since 22nd of April, 2015
Share on: 
My bio

Senior customer success and service executive who has proved that putting the customer at the center of a company's cross-functional strategy delivers what every company wants - repeat and growing business from existing customers, happy users and empowered teams with clear focus on the end goal - deliver on your promises and your customers will thank you for years with their business. Successful exit 
- Lead all customer support, professional services, customer success and account management functions through a successful acquisition with accountability for account renewal revenue, PS and upsell revenue 
(70% of company revenue) New revenue streams - 
Built a professional services infrastructure and revenue stream from $0 to 10% of total new company revenue within three years High renewal rate - Achieved >95% companywide renewal rate for past four years Churn reduction
 - Defined churn abatement strategies that within two years resulted in a reduction in churn by 8% and extended LTV by 16 months Large-scale deployments - Landed a $20M line of business from Epson, ramping up an 800-person field marketing team in six months; launched States of New York, Pennsylvania, Oregon, and Colorado on agency-wide HCM software Award-winning service - Guided the company to multiple independent awards recognizing excellence in customer service (among the ranks of companies like Salesforce.com and ZenDesk) Thought leadership - Authored scaleable implementation processes and customer maturity models, built vibrant communities, cultivated customer evangelists, conceptualized and hosted successful user conferences

Areas of expertise
Areas of expertise are based on top categories of reviewed apps.
Contact details
Twitter
Not specified
Skype
Not specified
Website
Not specified
No information available.
LiveChat Reviews
Premium Customer Service Software for Live Chat & Help Desk
No apps.
LiveChat Reviews
Premium Customer Service Software for Live Chat & Help Desk

Slick, easy to use, powerful, never fails.  starstarstarstarstar  2015-04-22

My organization has used LiveChat for several years through our integration with ZenDesk. It is seamless, powerful and my team simply loves how it works. Customers get a kick out of real-time, chat support. LiveChat makes it happen.

 Pros

Dependable, easy to use, simply does what you want it to.

 Cons

Honestly, none. Pricing is good and you get more than what you pay for.

No ratings yet.


Shanna Oskin
Director of Marketing at inMotionNow
David Gerken
COO, VP Business Development at AnyMeeting
Diane Harmeier
VP at AIM Services, Inc