Why Read This
Rosetta Stone appointed Jay Topper to the role of senior vice president of customer success in 2009 to help the firm make a radical transition from a product company to a services model. The new position aligned all post-sales groups under Jay, who took on the task of coordinating customer interactions to drive both engagement and satisfaction. Jay and his team are now able to boost customer satisfaction — as well as the firms' bottom line — by carefully monitoring and improving customers' service usage at all points of the language learning process. Forrester interviewed Jay as part of an ongoing series to understand the role of this type of executive orchestrating enterprisewide customer experience, a position that Forrester calls a "chief customer officer (CCO)."