“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.