Amy Downs of Lifesize: Subscription Businesses Need Customer Service at is Core to Drive Success

Sep 30, 2016

Small Business Trends | Brent Leary

When Lifesize, an HD video collaboration platform, was spun-out from computer peripheral maker Logitech, it had to make a massive shift of its product offering to a subscription-based cloud service.  Which also meant they needed to make a massive shift to becoming a company highly aligned with rapidly changing customer needs and expectations, or else risk losing them almost as fast as they’re able to bring them on.
Amy Downs, Chief Customer Success and Happiness Officer Lifesize, shares with us how the key to the company’s transformation to a subscription business model was changing the corporate culture to be customer-first.  And how that change raised their net promoter score (NPS) from negative four to over seventy, increased customer retention rates, and created a customer support team that finally understood their value to the business.