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 Becky
Carroll's work recently won the inaugural Silver Senet
Video Game Marketing CRM award with Electronic Arts.
She began her career at NASA/Ames Research
Center in Mt. View, CA, as a programmer on CRAY supercomputers
where she worked on fluid flows around the space shuttle
engines, among other projects. Becky
holds a BS degree in Electrical Engineering/Computer Science from
the University of California, Berkeley, and an MBA
in Marketing Management from California State University.
With functional expertise in marketing,
customer experience, customer service and support,
social media, business processes, executive-level CRM
strategy, and cultural transformation, Becky helps
companies grow their business on the solid ground of their customer
base.
Her clients have included several
Fortune 100 companies, such as Electronic Arts, HP, Fujitsu,
and Ford Motor Company, where she has helped them bring about
success in their customer strategy and accompanying
initiatives. Projects
have included marketing effectiveness, customer loyalty
programs, contact center strategy and process improvements,
customer experience touch point mapping, customer service
and support best practices reviews, as well as customer
needs and insight.
Becky is also the author of the blog Customers
Rock!,
and a well-known marketing
and customer service blog. It
is listed among the Top 25 Marketing Blogs and the
AdAge Top 150 Marketing blogs globally.
Additionally,
Becky’s expertise
is sought out as a judge for both marketing and customer
service. This
is Becky’s third year as a judge for the Association of Support
Professionals for their annual “Ten Best Web Support Sites” competition. Becky’s
also serves as a judge for the MI:6 Video Game Marketing
Awards and for the Web Marketing Association’s Web Awards. She
regularly writes articles for the Service and Support
Professionals Association.
Previously, Becky was a Senior Consultant with industry-leading Peppers
and Rogers Group. She was involved with projects which encompassed
customer strategy, call center strategy, customer needs and insight,
customer experience planning, customer service metrics, and technology
planning. She also contributed to the company methodology in
mobile commerce and strategy, as well as being a prolific contributor
to white papers.
Prior to joining Peppers & Rogers Group, Becky
worked at Hewlett Packard, capping her tenure as Director of Marketing
for the UK and Ireland. She has also held positions in marketing management,
product marketing, technical marketing, and project management at
HP. Prior to her time in the UK, Becky was the Worldwide Customer
Loyalty Marketing Manager for HP Services.
eMarketing Talk Show Interviews
Customers Rock! Web Marketing and Customer
Expectations
July 27, 2007
Books, Tools, Newsletters, Blogs
Customers
Rock!
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