Marketing & Advertising, Customer Relationship Management Applications, Customer Experience Management, Strategy Execution & Measurement, IT Organization, Stakeholder Alignment, Healthcare & Life Sciences, IT Management, Packaged Applications, Enterprise CRM, CRM Architecture, High-Tech, Pharmaceuticals & Biotechnology, Customer Experience, Organizational Design & Change Management, Customer Relationship Management, CRM Strategy & Deployment, CRM Consulting & Professional Services, Midmarket CRM, Customer & Channel Management, Strategy Frameworks & Models, Brand Strategy, Business Strategy For Customer Experience, Social Computing & Web 2.0, Pharmaceutical CRM
Bill serves Business Process & Applications professionals. He is a leading expert on customer relationship management topics, having helped organizations define customer-driven strategies to achieve distinction in the marketplace for his entire career.His research focuses on helping organizations establish and validate CRM strategies, prioritize and focus CRM projects, build executive consensus, facilitate CRM vendor selection, and plan for project success. Bill is the author of two books on customer-driven business strategies. He was named one of CRM Magazine's 2007 Influential Leaders, which recognizes the foremost thinkers, visionaries, and achievers in the industry.
Bill has extensive industry experience, with over 20 years of leadership in several management consulting and systems integration firms. He was a managing director of CRM strategy with BearingPoint. Earlier in his career, he was a partner with both Accenture and Coopers & Lybrand Consulting. He is also the author of two books: Creating Value for Customers: Designing and Implementing a Total Corporate Strategy and Touchstones: Ten New Ideas Revolutionizing Business. Bill was named one of CRM Magazine's 2007 Influential Leaders, which recognizes the foremost thinkers, visionaries, and achievers in the industry. An accomplished public speaker, Bill also has delivered speeches at many events, including Forrester's Consumer Forum, Marketing Forum, and IT Forum.
Bill earned an M.B.A. with dean's list honors in marketing from the Richard Ivey School of Business, The University of Western Ontario.
Case Study: Equifax Builds A Business Case Before Investing In CRM SaaS May 07, 2008 BookmarkPDF
Best Practices: The Smart Way To Implement CRM SaaS Solutions May 07, 2008 BookmarkPDF
Topic Overview: Customer Relationship Management 2008 March 25, 2008 (Rating: 9) BookmarkPDF
The CRM 2.0 Imperative March 10, 2008 (Rating: 8) BookmarkPDF
Customer Analytics Best Practices Adoption January 10, 2008 (Rating: 10) BookmarkPDF
CRM 2.0 Early Adopters November 2008 Receive an alert when this document is published: email RSS
How To Define Your CRM Road Map For Success January 2009 Receive an alert when this document is published: email RSS
Which CRM Vendors Are CRM 2.0 Ready? January 2009 Receive an alert when this document is published: email RSS
Bill is an avid tennis player.
