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Our Associates
Customer Centricity Principals
 

Craig Bailey

Craig is the founder and president of Customer Centricity and an expert in creating customer-focused organizations.

 

Patrick Bogan

Patrick has extensive project management experience, specializing in helping clients plan for, select, and implement software solutions for Customer Service Organizations.

 

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.

 

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.

 

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.

 

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.

 

Lauren Weiss

Lauren is a business executive with experience in operations management, process/systems development and strategic planning in the high-technology industry.
 

Customer Centricity Associates
 

Richard Bailey

Richard Bailey is a seasoned financial professional with practical cost accounting experience with particular expertise in the medical/healthcare and manufacturing sectors. 

 

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.

 

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. 

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.

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. 

 

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. 

 

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. 

 

 

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.

 

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.

 

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. 

 

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.

 

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.

 

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.   

 

Customer Centricity International Affiliates
 

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.

 

Extended Network of Associates
 

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.

 

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.

 

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.

 

J. Thomas Gormley, III

Tom has developed and executed successful CRM strategies and solutions within complex organizations for over fifteen years.

 

Harry Wright Heermans, Ph.D.

Pioneered the Proactive Customer Support model guaranteed to reduce costs, improve service and product quality, and boost customer satisfaction.

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.

 

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.

 

Rob McKinney

President and Founder of Marketricity.  A seasoned, senior marketing executive with a proven track record of creativity, innovation, and success.

 

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. 

 

Diane Wolff

President and Founder of The Blue Sage Group.  She is a senior financial executive with a proven track record of increasing profitability.

 

 

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

 

Embarking on the Journey to Customer Centricity? If so, see our resource section for tools and articles to help you get started.

Click Here

 

Avoid the pitfalls of CRM deployments.  Learn from the mistakes of those that came before you in this informative whitepaper.

Read More

 
 
 
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