With over two decades in senior operational management across sales, service, and customer experience, I’ve seen firsthand how businesses struggle to retain customers in an increasingly competitive market. Too often, companies focus on customer acquisition while neglecting the customer experience, leading to high churn rates and lost revenue.
At CMC Consulting, I help businesses bridge this gap. My approach is hands-on and results-driven—whether it’s optimizing contact center operations, implementing data-driven retention strategies, or developing customer journeys that drive loyalty.
One of my key successes involved reducing customer churn from 12,500 to 6,000 within three years by restructuring retention teams, improving call structures, and enhancing the overall experience. By aligning sales, marketing, and operations, businesses can create a customer journey that fosters loyalty rather than frustration.
f your organization is looking to improve customer retention, increase revenue, or transform the customer experience, let’s connect. I’d love to explore how my expertise can help your business thrive.
👉 Let’s talk. How is your customer retention strategy performing?
Hi, I’m Caroline McGovern, a seasoned Telecoms Professional with over 20 years of senior operational management experience, specializing in sales, service, and customer retention. Throughout my…
