Authored The Relational Enterprise: Moving beyond CRM to maximize ALL your business relationships (AMACOM).

Determined call center profit targets and created sales training for a soft drink bottler.

Wrote “Relational Enterprises” for Sales & Marketing Excellence, May 2002, pg. 13.

Wrote “Second Generation Definition of 360-Degree View” for CRM Magazine, July 2002, pp. 42-45.

Helped PeopleSoft assimilate Vantive with CRM becoming the leading product line:

  • Created and conducted worldwide CRM sales and technology training.
  • Trained U.S., European, and Australian partners on PeopleSoft CRM.
  • Trained PWC Germany team on CRM principles and PeopleSoft technologies.
  • Authored “Recommendations for CRM Project Justifications” white paper.