Prof. Dr. Michael J. Capone

Prof. Dr. Michael J. Capone
Expert in Customer Dis/Satisfaction Measurements

“Perfect systems fail when they do not deliver excellent customer experiences.”
I help my customers to transition from a technology- or process-orientation to a customer-orientation. I have more than 20 years experience in CRM: 12 as a business analyst and project manager for major global brands like Ford, GM, Sony, and HP, as well as, 8 years as Research Fellow and Professor of CRM Strategy and Planning at universities in the USA, Germany, Palestine and France. I use common and best practices, a combination of proven methodologies, and the newest scientific insights. My current focus is “Early Indicators of Customer Dissatisfaction,” which is a cornerstone of Capgemini´s Connected Service solution.

Contact me My experience

My experience

  • Principal Business Analyst
    @ Capgemini
    In August 2013
  • Research Fellow & Professor
    @ Universities in Germany, France, and Palestine
    In May 2011
  • CEO, CMO
    @ IT Consulting Company in Germany
    From May 2011 to July 2013
  • Professor of Marketing
    @ Universities in USA
    From December 2005 to March 2011
  • Director, Customer Lifecycle Commuications
    @ Director, Customer Lifecycle Commuications
    From October 1997 to May 2005