Jeanne Glass

Senior Associate

Jeanne has over 20 years of sales and operations experience in the IT industry. She is a recognized expert in Software Sales, Sales Management, Global Sales Operations, and Customer Experience. She has served in senior leadership positions with prominent companies such as CA, FICO and, including senior vice president of sales, vice president of client relations, and vice president of investor relations.

As a Senior Associate with The Service Profit Chain Institute, Jeanne is frequently invited to speak at industry conferences, including Sales 2.0, the North American Conference on Customer Management, Keynote at the Institute for International Research Operational Innovation Conference, the Customer Relationship Management Institute Symposium, and the Conference Board’s Business Performance Council and Global Council of Investor Relations Executives.

Jeanne holds a Master’s degree in International Management from the University of St. Thomas, and a Bachelors of Science degree in Management Information Systems from the University of Wisconsin, Eau Claire.


Free Tools and Assessments

This web-based self-assessment is based on a sub-set of the Best Practices of leading Service Profit Chain companies. Assessment results will be produced immediately upon completion. MORE


A powerful, research-based system that dramatically improves customer satisfaction and loyalty. Learn strategy, management practices and customer service tactics to out-perform your competitors. MORE


Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners"
of your business. MORE


Discover how organizational culture evolves, how it can be shaped and sustained, how it fosters innovation, promotes survival in tough times and influences the success of global strategies. MORE