LeapPoint welcomes Tamara Taylor as the Director of Customer Success and Strategic Engagement.  Tamara will drive the strategy and alignment of the customer success program, accelerating our customers’ business value. She will be responsible for the well being of long-term customer relationships and customer experience along key customer journey moments. 

When asked what Tamara is looking forward to most, she responded, “I am thrilled to be part of the LeapPoint leadership team and joining a company that possesses such a talented team of professionals. I’m excited to align my business experience to help clients achieve great organizational success. Working directly with clients is not only my calling; it’s truly an honor.”

As a proven business leader, Tamara has created operational best practices centered around executing key strategic deliverables, high-quality outcomes, and unparalleled customer experiences. She is responsible for building and maintaining a customer-centric focus where success is identified throughout each phase of the customer journey.   

“Our clients are our priority,” said Nicholas DeBenedetto, President and CEO of LeapPoint. “This is another step in the right direction to ensure they are getting the best value of their investment in LeapPoint.” 

Tamara has over two decades of business and technology experience, solving some of the most complex business challenges. She brings to LeapPoint expertise in business strategy, customer success leadership, change management, and portfolio and project management experience.  Tamara has built and led teams in B2B SaaS, healthcare, and higher education environments. She also serves on for-profit and not-for-profit boards, lending her expertise in fundraising and strategic planning.

Prior to LeapPoint, Tamara worked at Workfront, where she served the company’s largest global customers, helping them build their digital transformation strategy to achieve business outcomes. She has worked with customers in various industries, including financial services, government, healthcare, retail, biotech, and higher education. Tamara has made Utah her home. She holds an MBA and an Adjunct Faculty position, both from the University of Utah, located in Salt Lake City.

Communication is a word that we hear all the time, and even though we know what it is by definition and why it’s important, we don’t always grasp the real necessity of it in a business context and how it can be applied strategically to your business.

What is good communication?

Communication is more than just stringing words into a sentence that can be understood by others; it’s a process that involves careful consideration to get the desired response. If you want to have a positive impact on your colleagues and just about everyone in your life, you have to plan your communication approach. Here is an example of how to tackle an issue in the workplace:

1. Be clear about what you’re saying – Identify the problem and speak in a calm, compassionate manner.
2. Be direct and to the point because this way you get to focus on what’s important without getting derailed.
3. Suggest a solution that you think would address the issue.
4. Listen carefully and respectfully to what the other person(s) have to say.

Once an issue is raised thoughtfully, negotiations will commence until both sides find a resolution that works.

Why an internal communications strategy matters?

So, what does it mean to be genuinely strategic? A good strategy involves planning an actionable response to any potential problems that can arise at any given time and frequently reviewing your plan to find out what is working and what isn’t. After all, it makes good business sense to implement a carefully crafted plan which highlights company goals and objectives to reach these goals.

You’d be surprised just how many businesses don’t have an actionable plan and leave their internal communications to chance. But the problem with this is that it can have a detrimental effect on a business. For instance, it can lead to low employee engagement which can lower morale and efficiency in the workplace. And who represents the company? Your employees. And everything about the way they manage these interactions gives an overall impression of the company in question.

Achieving enterprise objectives through communications

Michelle Roberts, a CEO with more than twenty years of experience in crisis management and strategic planning emphasizes the importance of identifying strategic goals and the tactics to attain them. She notes that “Strategic communication is much more than just words; it’s about aligning actions, words, and images to reinforce the business’s strategic goals. It’s what builds a company’s reputation.”

Roberts also recognizes the importance of thinking collectively when it comes to tackling the different types of communications within a firm. She mentions that if social media, marketing, advertising, public relations, and the company website are managed individually, it can give a disjointed impression to customers. Thus, damaging the company’s reputation.

These days the communication process is multi-directional, so listening is just as critical as communicating. If your company is getting poor online feedback, it’s essential to take on board what the customers are saying and look at how you can improve.

Lastly, consulting with your staff on a regular basis is necessary to ensure that your internal communications strategy is working. If some aspects of it need tweaking, you can do that before little problems turn into big problems.