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webMethods Appoints Chief Customer Officer

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Posted March 6, 2002 By Staff     Feedback

Company launches two new organizations devoted to generating and maintaining customer success.

Integration software developer webMethods, Inc. is launching two new groups targeted at driving and maintaining customer success. The Customer Relations group will be led by Garland Hall, chief customer officer, and the Global Customer Services group will be headed by senior vice president Chris Barbin.

As chief customer officer, reporting directly to chairman and chief executive officer Phillip Merrick, Hall is responsible for developing programs to manage the overall customer experience. From the moment a company becomes a webMethods customer, the Customer Relations group will monitor the progress and success of the overall customer experience. As the internal customer advocate, this group will act as the liaison to channel customer feedback to webMethods' executive team.

Initially the group will launch an enhanced, end-to-end customer lifecycle program, providing prospects and customers with a detailed roadmap of critical technical milestones. The team will facilitate regional, national and global user groups, and will also engage an outside consultant to complete an in-depth, impartial customer satisfaction survey.

As senior vice president of Global Customer Services Barbin is responsible for managing the Global Customer Services group. The charter for the group is to provide customers with everything they need to successfully implement and maintain webMethods' integration solutions, including professional services, worldwide educational services, and technical services and training certification programs. The group will also actively collaborate with webMethods' systems integration and technology partners to develop comprehensive service offerings that will enhance the entire customer experience and overall success of strategic integration initiatives.

Founded in 1996, webMethods is headquartered in Fairfax, Va., with offices throughout the U.S., Europe and Asia Pacific.

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