Relationship Management

Executive summary

Relationship Management

Following 20 years of AT&T/ Bell Labs experience in development of very large business systems, forecasting and producing interactive video discs for training/ marketing, other common carrier facility requirements, providing quality management services and producing interactive video discs for training/ marketing, about 1988 began providing solutions for AT&T customers’ integrated call center solutions. From there, (about 1991), migrated to product management of AT&T’s (later Lucent, then Avaya )line of speech enabled self-service (IVR) products and together with channel management of a select group of integrators who provided self, and assisted service solutions. From there, evolved into solutions and technology planning for Customer Relationship Management (CRM) where I performed market research in every corner and aspect of the call center/ CRM global markets to ascertain the market potential of my concept leading to an Avaya CRM Central product which connected the event driven enterprise front end to responsible process oriented functional enterprise areas, even extending into the extended enterprise (supply chain) itself.

Service Methodology

For customer-centric enterprises including Healthcare, Government, Finance, Manufacturing, Retail and others, located in the major Northeast USA metropolises of New York City, Philadelphia, Boston, Washington DC and others such as Chicago, San Francisco and Houston, facilitate client organization’s creation, design, development and improvement of Customer Relationship Management (CRM) processes and technology deployments of contact centers, voice self-service, speech recognition, web services and mobility applications to optimize their Key Corporate Objectives in presenting their brand, providing an exemplary customer experience, extending marketplace reach and positively impacting their financials and Key Performance Indicators. For each client, produce an agreed-upon framework report that will serve as one of the needed resources for customer implementation of a world–class CRM inbound / outbound contact center (voice, speech recognition and verification, web, video, email or sms texting) agent assisted or automated self-service capability for customers/ citizens/ clients/ employees of commercial, healthcare or governmental enterprises. Methodology uses the scientific process of observation, interpretation, analysis, clarification and prediction and control, working with the customer CRM and other enterprise departmental staff at multiple levels to collect input. This input will then be synthesized into a framework report which addresses proposed organization structure, processes and interfaces: Review and study workgroup processes, tools, data, systems and complaints; Review key documents, observe and Interview customer facing staff, observe workflow/ processes procedures/ interfaces and contact transfers within and between groups, agencies and stake holders. Facilitate meetings and interviews of managers and supervisors to identify and discuss issues, organization, work routing, staffing/ training, reports expectations of CRM services.

For each client, develop key program objectives. Vision: Apply business practices and principles to establish a vision; Use business management principles to plan implementation; Perform ‘cost justification’ analysis of indicated projects; Identify and leverage risk/opportunity trade-offs; Provide financial projections to evaluate and prioritize projects and Forecast an annual operating budget for the venture. Customer Relationship Management: Apply Customer Relationship Management techniques to improve customer relationships; Identify the dynamics and economics of customer acquisition, retention, value, and access; Align customer contacts and experience with the organizationâ€