How Mid-Sized Companies Become Best-in-Class Performers

A true 360-degree view of the customer is a win-win situation for all parties involved: buyers benefit from better service and efficiency, and sellers derive improved loyalty and, inevitably, more repeat business from established customers. The most successful mid-size companies rely on their CRM deployment to take a holistic approach to providing a complete, accurate and integrated view of customers, with a goal of improving satisfaction and retention without losing sight of customer profitability.

As a result of these strategies, companies with more accurate and timely information about their prospect or customer can more efficiently respond to communications, ensure customer satisfaction with better service, and drive toward a larger lifetime value of each account, customer or client. Add in the newest benefits of social and mobile selling, and mid-size firms have a strong blueprint for success.

About our Presenters:

Peter Ostrow, VP/Group Director, Customer Management | Sales Effectiveness Research Leader, Aberdeen Group
At Aberdeen, Peter oversees research consumed by end-users in Marketing, Sales and Service management roles. He also leads the Sales Effectiveness practice, covering the technology, service and consulting enablers that enterprise sales forces deploy to become best-in-class organizations. His research is widely publicized and covers topics such as sales training, sales intelligence, CRM/SFA, sales performance management and integrating technologies around customer acquisition and retention.

Ashwin Iyer, Global Program Director – Contact Centers, Frost & Sullivan
Ashwin Iyer is the Global Program Director for the Contact Center practice at Frost & Sullivan, where he is responsible for the strategic direction and day-to-day management of Frost & Sullivan's research and advisory services in the contact center industry. In his current role, he oversees a global team of research analysts and consultants monitoring and analyzing contact center market dynamics, trends, strategies, operations, and technologies in North America, Latin America, Europe, and Asia Pacific regions.