Doug Nugent Email & Phone Number

San Francisco, California, Us

Customer success, expansion, renewal, education, self-service, support, CRM, social business/CRM, competitive intelligence and customer experience strategy for venture-backed start-ups. www.n2csc.comSpecialties include:• Identifying customer experience gaps/opportunities through customer journey mapping• Designing and implementing enterprise-grade, scalable setup processes and professional services for ensuring customer success• Designing and implementing on-going customer success processes to drive adoption, reduce churn and accurately forecast renewal revenue• Technology ecosystems, including CRM and self-service, to optimize the end-to-end customer lifecycle• Social business/CRM/support strategy and tactics to drive brand equity, scalability and develop customer advocates/influencers

Greater Miami Area, Fl, Us

We grow companies.Our Collective solves challenges across business, brand, product, executive recruiting, and technology. We have developed a flat, flexible, and efficient model that allows us to support our clients by providing top-down leadership that drives change and accelerates growth, subject matter experts that can execute challenging tasks, and the ability to find and help build top-tier in-house teams through our network.We believe our approach is the future of work. We have reinvented the traditional company by removing traditional hierarchies, unnecessary costs, and a business model that breed inflexibility. Our approach attracts multi-disciplinary leaders and entrepreneurial free thinkers that self-manage and solve meaningful challenges for our clients. The approach that sparked our company will revolutionize yours.

Irvine, California, Us

Led Customer Success operations, responsible for:• Community Strategy - Launched an online community (Jive) to drive brand equity, gather VOC insights, and modernize and scale customer service engagement.• Self-Service/Help - Re-built the online Help experience to drive conversions and reduce reactive support volume.• Customer Service operations - Implemented new departmental culture, structure, processes and systems in 24 person call center; driving conversions and transaction issue resolutions

Responsible for building and managing:• Customer Success – created team, strategies, services and platform (CRM) to monitor and deliver customer value and drive SaaS renewals (MRR growth/ARPU). Customers included Procter & Gamble, HP, Walmart, Netflix, Sonos, Citrix, Intuit (Mint), Applegate, HootSuite, Prezi, Extreme Networks…• Professional Services – technical solution development and community/social strategy • Data Platform – designed, implemented and managed customer life cycle management platform (Salesforce.com)• Education• Certification• Support & Self-Service - team, processes and platforms (traditional and social)

Austin, Texas, Us

Led multiple initiatives and built and managed teams designed to increase scalability, renewals and customer satisfaction:• Professional Services - Implementation and platform customization & integrations• Customer Success programs (measurement, tracking platform, proactive engagement services, all to drive renewal and MRR growth)• Self Service programs and platforms• Built and oversaw customer community (http://lithosphere.lithium.com)• Design, implementation and management of comprehensive customer life cycle management platform (expansive CRM based on Salesforce.com)• Moderation Services

Co-founded, grew and sold CRM consulting practice/VAR.• Sales, marketing and support process and platform development• Built custom envronments for unique business processes, including field service• Built 100% referenceable customer base• Customers included Fujitsu (multiple divisions), Intel, Bigge Crane, Casto Travel, Symyx...

CRM consulting practice/VAR