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Chief Customer Officer Drives Company Turnaround

Vala Afshar, Chief Customer Officer at Enterasys is one of the leading voices in the country when it comes to customer centricity and customer success. In this video, recorded at CRM Evolution 2012, Vala talks about co-creating value with customers. A key component to customer success is understanding what feature functionality a customer is or is not yet using and pro-actively reaching out to advice customers based on that. Placing customers first has helped Enterasys to return to three years of consecutive growth and a NPS score of 81, probably the highest for any networking company.

Totango Interviews Vala from Totango on Vimeo.

Guy Nirpaz

Guy Nirpaz is a Silicon Valley-based Israeli entrepreneur and CEO of Totango, a Customer Success software platform. A pioneer in the Customer Success field, Guy established the Customer Success Summit and is a well-regarded industry speaker and community contributor. Guy loves people and technology and has dedicated his career to improving the way in which business is done through innovation. Fun Facts: Guy moonlights as the lead guitarist in a rock band based out of his garage in Palo Alto and used to command a tank battalion...as well as having grown oranges.

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