Kimberly DellaTorre Named Vice President of Customer Success at Telo

Last Updated: April 2, 2020By

As a key member of the executive sales team at Telo, Kimberly will support enterprise customers, including strategy development and partnerships.

Telo has named Kimberly DellaTorre as Vice President of Customer Success, adding another key member to the executive sales team.

“As Telo continues its aggressive growth, Kimberly stood out to us as a natural fit to ensure our continued success,” said Brent James, COO, Telo. “Over the past 25 years, Kimberly has had a brilliant track record of closing complex sales in the telecommunications and technology space. Her accomplishments at companies such as Nokia, Neustar, Oracle, and Telcordia Technologies enable us to continue providing the outstanding level of support our customers have come to expect from Telo as we continue to scale.”

Kimberly’s successes extend beyond the corporate environment. She was recently featured in the book “Dream Smaller: A Reaction Against the Idea That Women Can’t ‘Have It All,’” by Drew Caitlin Dudley. As showcased in the book, she has supported several non-profits including being an active board member of The Junior League of San Francisco  (JLSF), an organization of women promoting voluntarism. Kimberly’s effective leadership at JLSF helped develop the potential of women and improve local communities. Kimberly also leveraged her sales skills to establish an endowment fund for the Inova Fairfax Hospital in Virginia, which supports families with children in the Neonatal Intensive Care Unit (NICU).

“I am thrilled to be named the VP of Customer Success and I appreciate the confidence that the Telo team has placed in me,” said DellaTorre regarding her appointment. “Telo has an amazing team of talented people providing advanced technologies that bring trusted communications to our customers and ultimately the end subscriber. I am looking forward to working with Telo’s customers around the world.”

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To achieve better sales and profits, most companies could be doing more to cultivate business from their existing customers. However, enthusiasm for customer-retaining strategies must not endanger sound customer-getting efforts. How companies balance the two is the big question. To intensify reaching old customers while still seeking new ones, for many firms, will mean changes in market analysis, planning systems, management incentives, and marketing and/or operations organization. In the rush toward growth, consumer marketers have tended to regard success as stemming from obtaining new customers while unwittingly minimizing the importance of satisfying old ones. It is time for more companies to distinguish between their getting and retaining functions, to assess the balance between them, and to remedy any deficiencies in customer retention. This process requires management to value the potential of current customers and to treat them in special ways to get them to keep coming back. Several major elements should be part of the new marketing mix for customer retention: Product extras Keeping customers frequently requires giving them more than the basic product that initially attracted them. Product extras for individual customers over time can play a sales-expansive role. Reinforcing promotions Product promotion works better when aimed at existing customers. If a marketer knows who these customers are, benefits can be obtained by giving them reinforcing communications. Sales force connections The sales force can play a decisive role in the customer-retention function. At a retail or service counter the salesperson is the focal point of the company's strategy and is the firm to the customer. Post-purchase communication A company must anticipate that some customers will encounter either minor or serious problems after purchasing. If the firm is not ready to hear and correct these difficulties, the customer may not repurchase  or may cancel the the relationship. Whether company or customer is at fault, standby post-purchase activities can be instrumental in saving these customers.

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