Chair of TAG CRM and Member of TAG Leadership Committee. Chair of TAG Leadership and Board working team that launched this social networking site.
Also founder and leader of Customer Results LLC a web based thought leader in analytic based approaches to CRM currently in development and projected for formal launch before end of 2010.
A successful Sales, Business Development, Marketing, Alliance, Product Evolution and Consulting Practice Leader with a special focus on leading edge technology driven business strategies to create competitive advantage.
Over 25 years national and international focus in CRM, Sales, Service, Marketing, Business Communications, Collaboration, Contact Center, Online Channel, Mobility and Unified Communications with a specialty in international business models but deep local and national experience in US, Europe, Asia-Pac and ANZ
I have been an extended part of the advanced / emerging Enterprise Collaboration communities since the launch of Cisco IPCC in 2001 and have extensive experience with many other leading edge Customer Collaboration and Customer Contact Management and Performance Technologies including Speech Analytics. Now workign with companies like Google, Apple, RIM, IBM, Microsoft, Cisco, Verint, Calabrio and many others as the global Enterprise Collaboration revolution continues.
I have succesfully built and managed organizations from 2 to 750 people through leadership and a rolodex of 1500+ current business executives in the US and worldwide.
I am also an entrepreneur who has founded and holds board positions on 5 technology and service companies 2 of which are market leaders, with revenues of $50m+ in revenues, and also successfully executing company sale.
My specialties include accelerating high-margin revenue growth in new and existing national and international organizations and turnaround scenarios in product and service organizations.
My sales and business leadership through mentoring, coaching and personal example, closing skills, leading edge business strategy, executive consulting and strategic solution packaging capabilities drives dramatically increased revenues and profits and increasescompetitive advantage.
(Atlanta, Ga, Feb 27, 2012) Customer Results LLC launches partnership with PageFreezer, a leading solution provider in Social Media & Website Archiving.
“Customer Results, a leading provider of Marketing, Sales and Service improvement solutions, is pleased to announce our partnership with PageFreezer”, said Graham Clark, Partner at Customer Results. “PageFreezer is a leading solution provider addressing the rapidly expanding demand for archiving, managing and replaying of online content in both Social Media properties and Websites to meet regulatory compliance, risk and legal management and customer experience requirements”.
“Customer Results clients’ Multi-Channel Customer Interaction strategies increasingly focus on Social Media and Web channels. Both outbound and interactive communications via these channels increasingly need to be treated the same as voice to voice, document-based or email communications”, Clark said, “We are seeing a growing number of legal cases related to Social Media communications and regulatory compliance enforcement around Social Media sites in Pharmaceutical, Food Products, Healthcare and the Financial Services industry.”
“We see compliance requirements dramatically increasing for Financial Services companies requiring compliance with SEC, FINRA, SOX, and other “document” retention centric regulations, Food Products companies subject to the FDA‘s enforcement of regulations that deal with product claims and labeling including compliance (particularly the FD&C Act, section 403(r)(1)(A))”, Clark says, “This area of Social Media and Websites compliance management has received little attention. Our clients must have an audit trail of their online presence so they can understand and demonstrate what was communicated to who and when”
“Additionally, leading Customer Experience Management companies are starting to take snapshots of Social Media platforms so they can track the evolution of a conversation and identify sales and service opportunities and moment of opportunity, “ Clark said, this becomes even more significant as feeds link social media conversations and Blogs into the company Websites making those communications ever more formal and accountable”
“We know we are soon going to see the first multi-million dollar legal case in the USA surrounding a Healthcare or Food company claiming communication by Social Media synched via RSS feeds to the company webpage under the Community tab providing information which damaged patients’ health or an Investment Company providing advisory discussion boards in the same way. Risk Management leaders and attorneys are justifiable paranoid about this and need to be advising their clients appropriately”, Clark said, “We have also not even started to explore case law related to the legal ramifications and liability to a company of a member of the public leaving a comment on a Facebook Page that creates damaging action on behalf of another consumer, this issue came up recently in a discussion of insurance companies setting up networks of Facebook pages to build community with independent brokers”.
“It is critical that companies protect themselves by mitigating the risks associated with this by taking regular daily snapshots of their Social Media pages, Websites and Blogs”, Clark said “PageFreezer provides a highly cost effective solution to this that can be up and running in days because it is an entirely SaaS solution. Major brands are already leading the way and we look forward to bringing this powerful business tool to our clients. For thousands of companies this is a hidden and significant risk”.
Michael Riedyk of PageFreezer stated “Customer Results brings a unique and powerful understanding of the Impacts of Social Media as the latest Channel for Customer Interaction. We are delighted to join Customer Results in addressing their predominantly Southern USA and Eastern USA portfolio of companies. We are excited about the opportunity this presents for PageFreezer, Customer Results and our clients”.
About Customer Results
More Sales, More Profitable Sales, Lower Service Cost, Higher Profits, Improved Customer Experience, Better Customer Results – Customer Results LLC provides services to help clients improve operating results in existing multichannel sales, marketing and service operations, especially with significant Contact Center components, supporting new company, product, channel or market launch including a growing portfolio of clients adding Social Media channels to their sales and service operations. Founded in 2009, headquartered in Georgia, USA, and with most of their clients in the South and Eastern USA, Customer Results specializes in innovative solutions and partners providing On Premise and SaaS/Cloud/Hosted Technology solutions, Consulting and Systems Integration services and IT Outsourcing (ITO) and Business Process Outsourcing (BPO) solutions. Customer Results’ associates bring an average of 20+ years of experience in helping private and public companies formulate and execute customer centric strategy. For more information please visit www.customerresults.com or call (770) 663-3657.
(Atlanta, Ga Feb 27, 2012) “Customer Results, a leading provider of Marketing, Sales and Service is pleased to announce a partnership with Care4CC, a global leader in Contact Center & Multichannel Customer Interaction Business Quality Assurance”, said Graham Clark, Partner at Customer Results.
“Many of our clients refrain from performance testing their customer interaction operations and infrastructure due to the significant costs of services from the few available solution providers. This failure to test and monitor the environment adds significant customer satisfaction risk, operational risks and even personal compensation and career risk for the associated sales and service executives”, Clark said. “We are excited to partner with Care4CC, which provides a world class Audit, Load Testing and Monitoring solution for 100+ agent contact centers at a highly affordable price and will allow many more companies to assure their customer facing business operations are performing appropriately.”
“While an increasing percentage of our clients apply Quality Assurance software to their agents and representatives to maintain high levels of individual agent performance few of them are performing regular audits and monitoring of the entire multi-channel customer interaction and contact center operation to give the appropriate level of confidence in their business services.” Clark said, “This is especially important for our network of Business Process Outsourcing (BPO) clients where the ability to demonstrate independent quality process certification can make the difference between acquiring or losing a new prospect and retaining or losing an existing customer. Many companies outsourcing contact center services require an external performance certification. We look forward to a long and successful partnership with Care4CC”
Lode Vande Sande, CEO at Care4CC said “Customers have difficulties managing the complex contact center platforms today and don't have the resources or the capability to drive to a root cause analysis. Our customers tell us that we identify all of the key problems in a single day while they take a year to get there. CARE4CC is pleased to cooperate with Customer Results as we have complementary businesses approaches and Customer Results will help us gain access to key customers in the US market.”
About Customer Results More Sales, More Profitable Sales, Lower Service Cost, Higher Profits, Improved Customer Experience, Better Customer Results – Results Matter. Customer Results LLC provides services to help clients improve operating results in existing sales, marketing and service channels and for new company, product, channel or market launch including a growing portfolio of clients adding Social Media channels to their sales and service operations. Founded in 2009, headquartered in Georgia, USA, and with most of their clients in the South and Eastern USA, Customer Results specializes in innovative solutions and partners providing both On Premise and SaaS/Cloud/Hosted Technology solutions, Consulting and Systems Integration services and IT Outsourcing (ITO) and Business Process Outsourcing (BPO) solutions. Customer Results is passionate about tangible business case driven solutions and analytics approaches. Customer Results’ associates bring an average of 20+ years of experience in helping private and public companies formulate and execute customer centric strategy. For more information, please visit www.customerresults.com, visit www.facebook.com/customerresults, join the Customer Results Group on www.linkedin.com, or call (770) 663-3657.
About Care4CC: Better service, higher performance, lower cost, faster operations, rightly sized. CARE4CC focuses on mid to large contact centers above 100 agents that need to reduce operational cost and improve their service levels. CARE4CC was founded in 1999 in Belgium and has been working for many of the Fortune 500 companies in the US and EMEA regions. CARE4CC offers a cost efficient Test & Monitoring product and service package to guarantee consistent quality of business by enabling customers to continuously test, audit and pro-actively monitor their operations. For more information please visit www.care4cc.com.
(Atlanta, Georgia, February 21, 2012) “Customer Results, a leading provider of Marketing, Sales, Service and Customer Interaction improvement solutions, is pleased to announce our partnership with Evergreen Telecom Services”, said Graham Clark, Partner at Customer Results. “Evergreen Telecom Services is highly respected solution provider which specializes in delivering the highest quality infrastructure solutions in a way which drives specific and tangible client business value”
“Customer Results recognizes that our client’s innovative Multi-Channel Customer Interaction strategies require new infrastructure strategies and associated solutions to support expanding channels, increased mobility of employees, Cloud/SaaS based solutions or to support geographical and capacity business growth, locally, domestically and internationally”, Clark said, “Evergreen is a key partner in our strategy to ensure that we can support our clients’ needs in this area.”
“One of Customer Results key strategies is not only to ensure our clients’ infrastructure solutions support their multi-channel Sales and Service capabilities but also to help our clients optimize infrastructure expenditures to free budget to fund the Sales and Service, Customer Interaction, Contact and Collaboration initiatives to deliver competitive advantage”, Clark said, “As an example we have a great case study of a mid-sized, $100m revenue business where we drove a reduction of $3m in annual infrastructure spend in 90 days delivering a 30% increase in company net income and more importantly funded key IT projects allowing them to realize an extra $20m in revenues and associated net income. We look forward to delivering similar benefits to other clients”
“Our partnership with Evergreen will help us deliver these kinds of results for other clients both allowing their key initiatives to be performed ‘for free’ and ensuring their infrastructure supports the business strategies required to win in the marketplace.” Clark added.
Alexander Rothman, President and CEO of Evergreen Telecom Services stated “Our previous experience working with the leadership team of Customer Results supports our belief that their leadership, credibility and competency in Customer Interaction, Customer Contact, Collaboration and Sales and Service optimization makes them an excellent strategic partner for Evergreen and our technology partners. We are excited about the opportunity this presents for Evergreen, Customer Results and our clients”.
About Customer Results
More Sales, More Profitable Sales, Lower Service Cost, Higher Profits, Improved Customer Experience, Better Customer Results – Customer Results LLC provides services to help clients improve operating results in existing sales, marketing and service channels, especially with significant Contact Center components, supporting new company, product, channel or market launch including a growing portfolio of clients adding Social Media channels to their sales and service operations. Founded in 2009, headquartered in Georgia, USA, and with most of their clients in the South and Eastern USA, Customer Results specializes in innovative solutions and partners providing On Premise and SaaS/Cloud/Hosted Technology solutions, Consulting and Systems Integration services and IT Outsourcing (ITO) and Business Process Outsourcing (BPO) solutions. Customer Results is passionate about tangible business case driven solutions and analytics approaches. Customer Results’ associates bring an average of 20+ years of experience in helping private and public companies formulate and execute customer centric strategy. For more information, please visit www.customerresults.com, visit www.facebook.com/customerresults, join the Customer Results Group on www.linkedin.com, or call (770) 663-3657.
About Evergreen Telecom Services:
Evergreen Telecom Services (www.evergreentelecom.com) is a leading provider of infrastructure and infrastructure related applications solutions. In its 9th year of operations Evergreen has been a growing market leader and an award winning national technology solution provider targeting mid market businesses as well as enterprise clients. Evergreen was recognized by AT&T for being one of only 3 companies nationwide to reach a Platinum sales level.
Customer Results LLC launches partnership with Customer Relationship Metrics (CRM), leading provider of Managed Business Intelligence Services
Atlanta, Ga 15th February, 2012
“Customer Results, a leading provider of Marketing, Sales and Service improvement solutions, is excited to announce our partnership with Customer Relationship Metrics (CRM)” said Graham Clark, Partner at Customer Results. “Since its foundation in 1993 at Purdue University, Dr. Jodie Monger, a renowned consumer scientist, and her team have been applying scientific methods to unlock actionable business insights in Big Data and today focus on a number of key customer impacting areas, such as Social Media, Speech Analytics, Customer Experience Analytics, Text Analytics, Desktop Activity Analytics, and Quality Monitoring Analytics”.
“As an early evangelist of the application of Speech Analytics to gain Business Intelligence for Contact Center Operations optimization and improvement, I personally experienced the major constraint of many of these advanced technologies being the availability of sufficient skilled professionals. As the issues being addressed become ever more complex, that gap is wider than ever”, Clark said, “Customer Relationship Metrics specializes in providing turnkey Managed Services to avoid the talent availability issues which stop many companies from realizing the benefits of these exciting technologies, an issue especially prevalent for the types of growing companies where Customer Results specializes”
“The technology solution providers in the segment create significant noise in the market but rarely discuss the need for Managed Services companies. Technology salespeople are incented to sell hardware and software, never mind effectively using the technology after the sale. The mission of Customer Results is to help our clients understand additional solution options over and above the technology and that includes the critical component of execution using Managed Services.
Jodie Monger, CEO and President at Customer Relationship Metrics said, ”I see the potential of working with Customer Results as an opportunity to leverage the skills of both organizations to do more with our core competencies. We have been solving data problems for nearly two decades for various types and sizes and we look to Customer Results as a key resource to help us do more of that.”
About Customer ResultsMore Sales, More Profitable Sales, Lower Service Cost, Higher Profits, Improved Customer Experience, Better Customer Results – Results Matter. Customer Results LLC provides services to help clients improve operating results in existing sales, marketing and service channels and for new company, product, channel or market launch including a growing portfolio of clients needing to overcome big data problems in their organizations. Founded in 2009, headquartered in Georgia, USA, and with most of their clients in the South and Eastern USA, Customer Results specializes in innovative solutions and partners providing On Premise and SaaS/Cloud/Hosted Technology solutions, Consulting and Systems Integration services and IT Outsourcing (ITO) and Business Process Outsourcing (BPO) solutions. Customer Results is passionate about tangible business case driven solutions and analytics approaches. Customer Results’ associates bring an average of 20+ years of experience in helping private and public companies formulate and execute customer centric strategy. For more information, please visit www.customerresults.com, visit www.facebook.com/customerresults, join the Customer Results Group on www.linkedin.com, or call (770) 663-3657.
About Customer Relationship Metrics:Customer Relationship Metrics, L.C., headquartered in Sterling, Virginia, is a provider of managed call center analytics and advisory services. Customer Relationship Metrics' business intelligence solutions are focused on delivering full turnkey Social Media BI, Speech BI, Customer Experience BI, Text BI, Desktop Activity BI, and Quality Monitoring BI programs that transform unstructured Big Data into actionable business insights. Customer Relationship Metrics uses SaaS data collection and reporting tools combined with subject matter expertise to significantly lower the in-house total cost of ownership and skilled personnel gap. For more information visit their award-winning blog at www.metrics.net/blog.
