Customer Centricity Principals
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Craig Bailey
Craig is the founder and
president of Customer Centricity and an expert in creating
customer-focused organizations.
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Patrick Bogan
Patrick has extensive
project management experience, specializing in helping clients
plan for, select, and implement software solutions for
Customer Service Organizations.
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Michael
Bracken
Mike is an accomplished project and program manager who
has extensive experience in delivering technology solutions to
both internal support and external customers.
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Caesar Gonzaga
Caesar is a proven customer service leader with over 17
years of experience as a technical contributor, manager of
customer service personnel, and business leader for key
operational and strategic initiatives within corporate and
field organizations. |
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Jay Hoitt
Jay is a professional consultant with extensive experience
as a program manager, project manager and senior business
analyst across a wide spectrum of CRM, ERP, back office and
software development projects.
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Bob Nealon
Bob is an accomplished
operational executive who has led the integration of new
business units and implemented operational excellence
programs, resulting in new revenue opportunities and more
efficient service delivery.
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Lauren Weiss
Lauren is a business
executive with experience in operations management,
process/systems development and strategic planning in the
high-technology industry.
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Customer Centricity Associates
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Richard Bailey
Richard Bailey is a seasoned financial professional with
practical cost accounting experience with particular expertise
in the medical/healthcare and manufacturing sectors.
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Mary Byrne
Mary is a dynamic sales leader with a solid track
record of exceeding financial and strategic goals and taking
organizations to the next level. Through thoughtful
planning and execution, she has implemented new sales
methodologies and systems to support high-value, enterprise
sales efforts.
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Frank Cortesa
Frank is a seasoned executive whose 30 year career represents
a unique combination of cross-industry experience within a
major systems integrator with the experience of leading
multiple global CRM projects for a Fortune 500 company. Frank
has extensive background in every facet of CRM from overall
vision creation, project requirements definition and vendor
selection to cross functional global deployments. |
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Kurt Jensen
Kurt is a seasoned
operational manager who bridges the gap between customer
support requirements and the operational and organizational
efficiencies required to deliver overall customer
profitability and satisfaction.
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Harrison Kross
Harrison Kross is an experienced Principal Program
Manager with over 10 years experience in Financial/Banking
applications and systems. He has over 18 years experience in
Program/Regional management on four continents Harrison is
also an ITIL Framework & SDLC Project Methodology expert. |
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Dave Leader
Through years of hands-on management of operations and
service delivery for
managed service providers, Dave has developed excellent
consulting skills used to assess customers’ needs and to
develop optimal solutions that address complex business
issues. He uses these to develop partnerships and
utilizes company resources to effectively manage the total
project process. |
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Mark Lewandowski
Mark is a seasoned customer service executive with over
17 years experience building and leading teams for the
delivery of outstanding customer service. His expertise
spans several customer operations areas including contact
center implementation and management, evaluation and
supervision of outsourcing partners, and process development
and optimization.
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Amy
Lozano
Amy is a proven
project management professional with over 15 years experience
managing and working with business, technical and network
operations, information systems, and software development
staff to implement projects. |
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William Riquier
A Business Metrics
Specialist who has earned a reputation for meeting managers'
most critical reporting requirements by exploiting existing IT
capabilities to deliver exactly what they needed.
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Beka Ruse
Beka is a skilled
business analyst with a wealth of real-world experience in
process engineering. She has polished communications
abilities and is comfortable working with a range of
audiences, including executives, senior management, partners
and customers.
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Bill Tobin
Bill brings over 20
years of proven customer support leadership experience to his
clients. He has specialized expertise in creating contact
center environments and deriving operational efficiencies in
support organizations through process redesign. |
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Robert Tumm
Robert brings a strong customer service background 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. |
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Joel Whitman
As a successful Consultant
and Executive within the high technology and Retail
industries, Joel is quite familiar with challenges facing
today’s executives. His strengths include helping
management teams define the strategy necessary for attacking
market opportunity and solving major business problems.
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Customer Centricity International Affiliates
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Europe
Safari GmbH
Safari GmbH is a management consulting company who helps
companies "rethink" their products and processes. Safari
is specialized on transition phase, mainly focusing on changes
within the product portfolio, and within the organizational
structure of business processes. Safari also provides
Customer Centricity clients with local resources utilizing the
same time-proven methodologies they have come to expect.
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Extended Network of Associates
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Catherine Blake
Catherine Blake
is the founder of
Sales Protocol
International and has a passion for sales, marketing and
business development and a heart for encouraging others to be
their personal best. Her firm offers coaching, training, and
strategic consulting services.
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Mandeep Chopra
Mandeep Chopra has
over 15 years of Business Strategy and Technology Consultation
and Implementation, Project Management, IT and Operations
Management, and Business Development expertise.
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Barbara Dove
Founder of
Sickle Brook Services
and a professional with over 20 years in industry. Barbara
works with companies on their strategic planning initiatives
and improvement efforts in service delivery.
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J. Thomas Gormley,
III
Tom has developed
and executed successful CRM strategies and solutions within
complex organizations for over fifteen years.
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Harry Wright Heermans,
Ph.D.
Pioneered the
Proactive Customer Support model guaranteed to reduce costs,
improve service and product quality, and boost customer
satisfaction.
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Brent Larlee
Brent is an
accomplished consultant with a proven track record of
working in leadership roles that include operational, sales,
marketing, consulting, financial, and human resources
functions in fast growth companies. He has transitioned
this experience into his work with senior management teams
and executives where he functions both in a strategic
advisory role as well as implementing initiatives to support
transition.
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Steven Larsen
Steven is an
expert at
leading change, establishing and growing organizations, and
improving business performance and profitability. His strong
background in business, technology, and services results from
20 years of diverse leadership experience in start-up, high
technology, and software businesses.
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Rob McKinney
President and
Founder of Marketricity.
A seasoned, senior marketing executive with a proven track
record of creativity, innovation, and success.
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Cedric Nash
Cedric is a partner
and co-founder of
QuestBack
Boston LLC, a firm that provides online feedback
management tools and services to help organizations gather,
analyze and act on feedback from their key constituencies.
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Diane Wolff
President and
Founder of The Blue
Sage Group. She is a senior financial executive with
a proven track record of increasing profitability.
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