General Manager, Customer Support
"The best customer experience is one that doesn't require support. That means that the product or service is intuitive and responsive and reliable while delivering the expected result."
Claudia Lowman is the general manager of customer support for RealNetworks, the leading creator of digital media services and software brands RealArcade and RealPlayer. She is a seasoned customer support operations executive with 25 years experience managing in-house, outsourced and offshore customer contact center services with extensive experience in the software and internet industry.
Claudia is a passionate leader committed to delivering outstanding customer support that enhances the customer experience and improves overall customer satisfaction and retention. Her ability to create and communicate a clear vision and establish organizational goals that are aligned to corporate objectives has contributed to her outstanding track record.
Claudia recognizes success requires both motivated support teams and cutting-edge technology to achieve optimal value-driven support experiences. Working with RightNow, Claudia and RealNetworks have been able to achieve the following results:
- Create a 360 degree view of the RealNetworks customer experience
- Increase efficiency and improve productivity; 40% of customers now resolve their own issues online, agent handle time has gone down and email response time has dropped to 12 hours or less
- Help drive product development with real-time customer feedback
- Improve customer satisfaction
Claudia and her team recently won the 2010 Gartner & 1to1 Media CRM Silver Award for their Enterprise-Wide CRM Initiative.
In addition to leading her team and driving results, Claudia attends industry events where she connects with peers and shares best practices. She frequently blogs about her travels and what she has learned. For example, in April 2010, Claudia blogged about her key take-away's from the the Customer Executive Forum, including:
“I learned a lot about what customer experience is and as importantly, what it isn’t. For instance, it’s not customer service. That’s just one touch point. It’s not your CRM system. That’s an enabler. It’s not minor tweaks to a web page or process. It’s way more than that. It’s really starting with an aspiration . . . What do you want your customers to feel about you? What do you want your customers to say about you? Then work back from there.”
RealNetworks® is a true internet media pioneer. In 1995, it recognized the lack of a solution to create, deliver, and consume rich media over the internet. RealPlayer® was created, and RealNetworks provided the internet’s first audio and video experience. Today, it delivers digital entertainment services such RealArcade® to consumers via PC, portable music player, home entertainment system, or mobile phone.
Claudia's Articles And Blogs
- DestinationCRM.com: No substitute for experience at RealNetworks
- CX Blog: Shop Talk
- CX Blog: What is Customer Experience?