Revolutionize Customer Experience with Telco CRM*

Revolutionize Customer Experience with Telco CRM*


Available On Demand
Duration 60min
Marc Hayden
Executive Vice President Sales
Marc Hayden

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
Industry Technology Strategist for the Microsoft Telecommunications Sector
Rick Lievano

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.

Ari Banerjee
Senior Analyst
Light Reading
Ari Banerjee
Banerjee focuses on service provider IT, including all aspects of telecom software research. Banerjee examines the breadth of software used by communications service providers in customer, business, service, and infrastructure management. His area of focus includes all aspects of BSS, OSS, SDP, digital commerce, revenue assurance, service assurance, and elements that span both the infrastructure and network software markets, such as data warehousing, analytics, and business intelligence. Prior to joining Heavy Reading, Banerjee was the VP of Next Generation Software Systems at Yankee Group, leading and overseeing all aspects of their telecom software research. He also worked for the billing and customer care division at Lucent Technologies, and subsequently the global software and services group at CSG Systems. He has worked for utility companies in Asia and Europe in a number of business development and technology functions. Banerjee speaks regularly at leading communications industry events. He holds a B.E. in electronics and communications from Manipal Institute of Technology in India and an M.S. in computer information systems from Bentley College. He also holds an M.B.A. from the University of Glasgow Business School.

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

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