on Your Road to Customer Manufacturing
|
 |
|
Tom provides a strong process oriented approach to traditional marketing and sales issues. He has experience in small, medium and large, global companies, mixing the appropriate amount of process and flexibility in order to achieve optimal results. His background in Organizational Behavior enables him to enhance organizations with systems and processes, while maintaining a consistent customer service focus.
For eight years at Remedy Corporation, Tom was at the leading edge of creating relationship-enhancing customer programs using current web and online technologies. He believes that technology alone will not achieve desired results, and so encourages a mix of human and systematic interactions.
At Remedy, Tom was a key member of the CRM product strategy team. He was instrumental in the design and development of leading edge CRM products that have been successfully implemented at many of Remedy's customer sites. Additionally, Tom was responsible for the internal integration and implementation of these products and all customer-facing systems and processes. He created state of the art online customer interactions and implemented ground breaking processes and systems, all of which increased customer satisfaction and generated higher revenue streams from current customers.
Since the 1990's, Tom has also been an effective management training speaker and instructor, teaching new managers how to deal with organizational change, goal setting, and how to build successful, new teams. Tom holds a BA in Computer Science and an MBA in Organizational Behavior from the University of California, Berkeley.
|
