#USA #Palo Alto #Plume #Customer Success #Rebecca Stone

Introduction

In a significant move that highlights its commitment to improving customer experience among Internet Service Providers (ISPs), Plume Design, Inc. has appointed Rebecca Stone as the Chief Customer and Marketing Officer (CCMO). This new position aims to ensure a dedicated focus on customer success, enabling a unified approach to customer engagement from initial contact through to ongoing service delivery.

Leadership and Experience

Rebecca Stone, who previously held the position of Chief Marketing Officer at Plume since January 2026, has been entrusted with broader responsibilities that encompass not only marketing but direct oversight of customer success initiatives. Having more than 20 years of experience in global marketing for enterprise systems and service providers, Rebecca has a proven record of fostering brand growth and customer loyalty. Prior to her tenure at Plume, she played a key role at Cisco, managing marketing strategies across a vast $50 billion networking portfolio.

The Customer-Centric Approach

Dan Herscovici, president and CEO of Plume, emphasized the importance of adapting to the evolving expectations of subscribers, particularly in light of advancements in artificial intelligence. The company serves more than 450 ISPs across 58 countries, making it crucial for them to meet diverse challenges concurrently. The newly created CCMO role is a testament to Plume’s commitment to listening to its ISP partners and fulfilling their differing requirements effectively.

"Our ISP partners succeed by keeping subscribers happy at a cost they can sustain, and that gets harder every year as AI raises the bar for what those subscribers expect,” stated Herscovici. This sentiment resonates with the company’s customer-first ethos, which Rebecca Stone intends to reinforce through her leadership.

Challenges and Solutions

As the ISPs face increasing competition, particularly with gigabit internet speeds becoming more prevalent, the differentiating factor has shifted to customer experience. Stone’s enhanced role aims to address this challenge head-on by overseeing the entire customer lifecycle—from brand awareness and onboarding to retention and expansion strategies. This holistic view allows Plume to align its go-to-market strategies and post-sale processes with the swift changes in market dynamics.

Investment in Leadership

Rebecca Stone’s appointment is part of a larger strategic initiative at Plume to invest in its leadership team. Alongside her role, Peter Wulfraat has also been appointed as Chief Revenue Officer to drive Plume's growth objectives. These leadership changes follow a series of accolades for Plume, including multiple Stevie Awards that recognize excellence in technology and executive leadership.

The Importance of Data-Driven Insights

Recent research from Parks Associates supports the notion that customer experience is a game-changer for ISPs. A white paper jointly released by Parks Associates and Plume sheds light on strategies for ISPs to enhance customer engagement and retention. As AI continues to shape the landscape, these insights become invaluable for creating superior subscriber experiences—a priority that Rebecca Stone will champion.

Conclusion

With Rebecca Stone stepping into this pivotal role, Plume is poised to redefine how ISPs approach customer success in an increasingly competitive marketplace. Her background and vision align with the company’s goal to build lasting partnerships across the industry, ensuring that the voice of the customer remains at the heart of all decision-making processes. Plume's commitment to enhancing customer experience is set to deliver significant value not just for their ISP partners, but ultimately for the end-users they serve.

In a world where technology is evolving rapidly, Plume's dedication to a customer-centric approach, led by experienced leaders like Rebecca Stone, is essential for fostering innovation and maintaining customer satisfaction in the ISP sector.