FranConnect Welcomes Lisa Maynard as New Chief Customer Officer
FranConnect, a leading software provider for franchise and multi-location businesses, has just announced an exciting addition to its leadership team.
🎉Lisa Maynard is joining the company as their new Chief Customer Officer (CCO)!
This appointment comes at a key time, as recent studies show that customer experience is becoming increasingly fundamental in the SaaS industry.
Who is Lisa Maynard?
Lisa has over 15 years of experience building customer experience teams.
She's worked with big-name companies across industries like finance, e-commerce, and healthcare.
Most recently, she led customer success at Prove, a fast-growing tech company.
Her talent for creating top-notch customer experience teams earned her a spot as one of the Top 25 Women Leaders in Cyber Security in 2022.
What Will She Do at FranConnect?
As CCO, Lisa will be in charge of:
Professional services
Technology services
Training
Customer Success
Customer support
She'll also oversee the company's overall customer experience strategy, focusing on delivering more value to customers and supporting FranConnect's growth and innovation.
Why It Matters for Customer Success
This news is important for anyone working in customer success.
Here's why:
Leadership matters
Having a dedicated CCO shows that FranConnect is serious about putting customers first.
It's a reminder of how important customer success roles are becoming in the C-suite.
According to a recent study by Forrester, 72% of businesses now consider improving customer success as their top priority.
Industry expertise
Lisa's background in working with Fortune 500 clients means she understands the challenges large companies face.
Her insights could shape best practices for the whole industry.
As Jeff Bezos, founder of Amazon, famously said, "We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better".
Focus on value
The announcement highlights delivering value to customers.
This aligns with the core mission of customer success—ensuring customers achieve their desired outcomes.
A recent study found that 80% of customers say the experience a company provides is as important as its products or services.
Growth and innovation
As FranConnect expands, they're keeping customer experience at the forefront.
This shows how customer success can be a driver of company growth, not just a support function.
In fact, the Global Customer Success Platforms Market is estimated to reach $3.1 billion by 2026.
Unified view
FranConnect aims to offer a complete view of operations for multi-location businesses.
This holistic approach could inspire new ways of thinking about the customer journey and success metrics.
As Clare Muscutt, founder of Women in CX, states, "Building a good customer experience does not happen by accident. It happens by design".
For customer success professionals, this news highlights the growing importance of our field.
It's a great example of how companies are investing in customer experience at the highest levels.
According to a recent survey, 93.7% of companies that measure the impact of Customer Success are using a revenue target (GRR, NRR or both).
As we look ahead to 2024, experts predict that customer success will continue to evolve.
Rod Cherkas, CEO of Hello CCO, anticipates that "customer success teams will be expected to take on expanded commercial responsibilities that enable them to measurably contribute to top-line revenue growth".
This aligns perfectly with Lisa Maynard's appointment and FranConnect's strategic direction.
For those looking to excel in customer success, it's key to stay updated on industry trends and best practices. My guide on How to Become a Customer Success Manager offers deeper insights for both newcomers and experienced professionals.
To further improve your skills, explore my Ultimate Guide for Customer Success Managers, which provides comprehensive strategies and tips for success in this dynamic field.
And for those interested in the financial aspects of a career in customer success, my article on How Much Does a Customer Success Manager Make offers valuable insights into salary expectations and career progression.
What do you think about this appointment? How might it impact the customer success landscape? Share your thoughts in the comments!
Staying informed and continuously developing your skills is key to thriving in the customer success field.
-Hakan
Founder, TheCScafe.com | #1 Weekly Customer Success Newsletter