J. Thomas Gormley, III
Tom has developed and executed successful CRM strategies and
solutions within complex organizations for over fifteen years.
The results have been dramatic – allowing companies to improve
their customer operations, improve customer loyalty and grow their
customer base. He has been instrumental in assessing technology
options and vendors – identifying risks and contingencies as a
roadmap to ensure successful change and improvement.
Tom has a wide breadth of experience and expertise in several
areas, including:
- Customer Relationship Management (CRM) - including focus in
CRM strategy development and assessment, online customer service
strategy, multi-channel contact center evolution,
integration of sales, marketing, service, R&D and operations;
vendor selection and analysis, customer data management and use
in targeted, one-to-one initiatives; organizational
challenges to CRM success; process change and design related to
becoming more customer-focused.
- High Tech - covering product management, product marketing
and positioning, strategic alliances -- including marketing and
technical alliances, competitor analysis, merger and acquisition
analysis, and industry analyst relationship management.
Tom was the lead CRM Industry Analyst at Forrester Research
for several years. He was also the Vice President of Market
Planning for Broadbase Software and Director of Application
Integration at Oracle Corporation. Tom has an MBA from the
MIT Sloan School of Management. |
