Revolutionize Customer Experience with Telco CRM*
Marc Hayden oversees Sales and Business Development, and is the Microsoft Global Account Manager. Prior to CHR, Marc was the Managing Partner of Force Multiplier International, a global consulting company focused on strategic planning and market development. He brings more than 20 years of commercial and military communications experience having held domestic and international sales and management positions with premier telecommunications companies including Redknee, Harris Corporation, Openet Telecommunications, Inc. and ADC Telecommunications, Inc.
Mr. Hayden graduated with honors in Middle Eastern Studies from the Defense Language Institute and served with the United States Marine Corps. He received his MBA in International Business and Entrepreneurship from Rollins College Crummer Graduate School of Business and serves on the Board of Directors of the Healthy Start Coalition of Brevard County, Florida and the Brevard Lacrosse Association.
Rick Lievano is the Worldwide Industry Technology Strategist for the Microsoft Telecommunications Sector. Rick works with partners in developing telecommunications industry reference architectures for assisting customers to accelerate the adoption, deployment and long-term acceptance of Microsoft products and technologies through the use of industry frameworks and architectures.
Rick has been active in the telecommunications industry for over 15 years, having previously served as the Telco Industry Architect for Microsoft Latin America and Microsoft Consulting Services. He has led numerous application development projects in Tier-1 service providers across the Americas. He is an enthusiastic participant in many industry communities and holds a TM Forum Business Development Manager Career Certification.
Prior to joining Microsoft he was a recognized technology leader in the area of transaction processing. Rick co-authored the first book on Microsoft Transaction Server along with a series of published articles on the subject.
Customer experience leaders outperform their counterparts by 22.5%**. In a market where escalating competition and declining regulatory support continue to apply pressure on Communication Service Providers (CSPs) this is a stat that can't be ignored.
As CSPs fight to remain relevant and profitable there is an ever growing need to elevate the customer experience while reducing operating costs. Contrary to popular belief, these goals need not be mutually exclusive.
Hear from industry leaders from Microsoft and CHR Solutions on how to leverage telco CRM to improve the customer experience-engaging customers in meaningful ways such as, integrated product catalogs, social channel and real-time deal management. The results of this dynamic change in customer experience leads to reduced churn and increased customer loyalty, all while improving efficiencies and managing OPEX.
*This is a custom webinar
**Forrester Research 2007-2012, Customer Experience Index Studies