Bio

Customer relationship management (CRM), customer experience management (CEM), data governance, data quality, data integration, and business intelligence (BI) expert with excellent communication skills, exceptional ability to develop and maintain client relationships, and long term (25+ years) experience in scoping, selling, managing, and delivering strategic and technical consulting engagements. Experience includes work with numerous large organizations in North America, South America, Europe, and the United Kingdom on all aspects of successful Relationship Management. Specialties include combining the technology necessary to support true CRM, CEM, data governance, and BI business strategies with the organizational structures, executive leadership, and cultural factors required to migrate an organization toward successful adoption of enterprise technologies and customer orientation. Industries include Banking, Investment, Insurance, Health & Life Sciences, Telecommunications, Catalog Retail, Utilities, Entertainment, Manufacturing and Distribution, and Automotive Roadside Assistance industries. Frequent author and speaker. Co-author of the book Building the Customer-Centric Enterprise, with Claudia Imhoff and Jonathan G. Geiger (John Wiley & Sons, 2001). Specialties: customer relationship management, customer experience management, marketing automation, Marketing optimization, data warehousing, data quality, MDM, data governance, BI centers of excellence, executive facilitation, BI, marketing, data governance, and CRM assessments, development of technology roadmaps, data warehouse development projects, prioritization of enterprise technology projects, business case development, requirements gathering, competency center organization unit development, project management