A passionate technology executive with expertise in software architecture; implementation services and product positioning. A thought leading practitioner in customer service, and CRM (Social CRM as well) with a focus on helping businesses understand the proper balance and optimal alignment of people, process, and technology.
Successful leadership within sales and marketing organizations, selling and delivering mission critical business applications to Fortune 500 companies. A unique and focused perspective on both current technological practices as well as emerging technologies; including Cloud Computing, Customer Relationship Management (CRM), Customer Service and the combination of Social Media with CRM, called Social CRM.
I do enjoy speaking to audiences of all sizes, and I am able to do so in an engaging and entertaining manner.
analysis and strategic advice on product direction and market position, working with vendors to help them understand how businesses will utilize their solution and helping businesses understand their customers using Social technology
Industry Expertise (3)
Information Technology and Services
Areas of Expertise (3)
Customer Service Excellence
Multi-Channel Customer Service
University of Vermont: EE, Electrical Engineering / Physiology and Biophysics 1988
Event Appearances (6)
Executive Round Table New York
Social Business Summit Milan, Italy
Contact Cenre Expo London London, England
Social CRM Summit London, England
CRM Evolution NYC NYC
Executive Round Table Turnberry, Scotland
Sample Talks (1)
Building your Multi-Channel strategy to keep up with the pace of the 21stcentury customer.
Unfortunately, the ability for you to control which channels and technologies your customers use to communicate with and about you is long past. You must align the communication channels you support with your brand and provide consistent customer service experiences across all channels. You must also allow customers to start an interaction in one channel and continue it in another. Can you do this?
- Author Appearance