To use my knowledge and skills in stratetgic CRM performance measurement to help enterprises maximize CRM performance and ROI.
Senior professional consultant and practice manager with over fifteen years experience in Customer-focused Process Reengineering and Customer Relationship Management (CRM) performance measurement. Strong technical background in CRM capability /strategic performance measurement, best practices benchmarking, call center metrics and performance measurement, customer satisfaction / loyalty measurement, process modelling and customer touch point blueprinting. Exceptional communication skills including executive level presentation. Excellent facilitator and project manager. Industry experience includes banking, insurance and healthcare.
Author of published articles and white papers including:
. Using a Balanced Framework for Aligning Customer Contact
Center Performance with Enterprise CRM Strategy
. The Medical Model: A Best Practice Approach to CRM
Diagnosis, Treatment and Outcomes
. The CRM Scorecard: A Powerful New Tool for Maximizing
CRM Performance and ROI.
. The CRM Cockpit: A Business Intelligence Portal for
Measuring and Managing Enterprise CRM Performance
. Using Strategic Performance Measurement to Manage
and Maximize CRM Project Performance (A Work In Process)
CRM-related experience includes:
. As Vice President and Practice Manager, developed integrated CRM Analytics practice service offerings and methodolgies for global CRM / Marketing firm.
. As Director and Practice Manager, developed CRM service offerings, consulting methodologies,marketing strategy and sevices implementation plan for Southeast consulting firm to successfully compete in the CRM management consultng market.
. Successfully targeted and called on CRM / Call Center prospect organizations.
. Developed and led reengineering projects focused on miminizing customer value delivery cost while maximizing customer perceived value, loyalty and satisfaction.
Please let me know if you would like to see a complete job resume.