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Robert Tumm

Robert brings a strong Customer Service background to our organization with over 20 years of management experience.  His reputation is one of taking already well functioning organizations to new levels of performance and turning around poorly performing programs. His strengths include being able to take an objective look at processes, procedures, personnel, and make assessments as to their effectiveness. He has a proven track record of results using a formula that revisits methodology, motivates employees and ultimately drives exceptional customer satisfaction scores. 

Most recently, Robert was the Director of EMCís Customer Service Partners and Alliance group for North America.  He inherited an alternative service provider program that was on the verge of being discontinued due to extremely low internal and external customer satisfaction scores. After evaluating the entire program, interviewing customers, scrutinizing processes, he put together a team that implemented vast changes. These included establishing key performance indicators (KPIís), establishing customer surveys, re-training and certifying technicians, setting reporting requirement, responding to customer concerns, and most importantly, he instituted new, more effective standards for communication among the partner organizations and various departments within EMC.  At the same time he re-negotiated the partner contracts incorporating pricing based on KPI results (pay for performance).  Within 6 months, customer satisfaction scores increased from less than 88% to almost 96%.  Twenty-four months later, the partnerís service organization was actually achieving higher customer satisfaction results than EMCís own service organization. The program was so successful in North America, that Robert was asked to work with EMEA and Latin America teams to implement similar process, which he did, meeting with his peers in Germany, the UK, and Miami (for Latin America).

Prior to his Partner role within the EMC corporate office, served in a variety of management positions in the field, including that of Service Director for the Southeast Region. The Region was the largest in North America and included a staff of 240+ Managers, Strategic Account Specialists, Support Personnel, and Service Technicians.  For 3 years running, the Region was recognized as one of the best globally as it relates to Customer Satisfaction Scores, Performance Metrics, and Employee Morale.

Meet our founder. View Customer Centricity President and Founder Craig Bailey in a recent video interview.

 

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