At Top of Mind, Adam Josephson has architected a customer journey that has led the company’s flagship product to achieve a customer satisfaction score of 97%. In his role, Josephson is responsible for creating a journey for Top of Mind customers – from sales to support. Josephson’s first major project upon joining the company was to develop a new streamlined process for handing off newly-signed customers from sales to an implementation capable of scaling as the company grows. By implementing a new internal CRM and reengineering how information moves between departments, Josephson was able to reduce the time for customers to go live with Surefire by 36%. Also notably, Josephson implemented a product support request prioritization process that reduced the queue of pending product requests by an average of 50% in a matter of 15 months. Other major initiatives Josephson took on over the past two years include building a professional services division from the ground up to help customers execute on their business needs and developing ROI reporting for customers.
Name:
Adam Josephson
Title:
VP, Customer Success and Service
Company Name:
Top of Mind
