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Speaker Biographies

Bob Bridges
CRM Skills, Partner

Bob Bridges is a Partner with CRM Skills, a ........

Director of Marketing for F100 Telecommunication Corp.

Authored and Trained CSR's to
become service-to-sales agents. Over a three year period call center revenues went from order
taking to robust up-sell/cross-sell revenue generation. Monthly revenue performance increased
over 400%.

VP of Sales for F500 Publishing Corp. - Created a multi B2B sales process that captured 80% of .corporation's national accts. Inside sales increased 50% per year for 4 straight years.

Corporate Staff Engineer F500 Consumer Products Co. - National contract negotiator -
saved millions of dollars annually on product cost.

Owner of Gourmet Coffee Company - Franchise awarded fasted growing in the country

Marilyn Martiny

Marilyn has over 25 years experience in accelerating transformational change in organizations like HP, Xerox and Wang Laboratories. she led at Hewlett-Packard to change customers' perception of the sales force from being viewed as a 'vendor' to being viewed as a strategic 'trusted advisor'. According to the VP of Global Operations and IT Strategy, “This is the best customer work I've seen in my 30 years in high tech”. Top customers' responses were that the collaborative consultative sales techniques resulted in “differentiating HP from the competition.”

Marilyn has been with Hewlett-Packard for the past 19 years launching large scale change programs including HP Consulting's award-winning knowledge management global initiative and leading an internal reengineering consulting group that worked with businesses across HP to improve business processes. Her experience prior to HP was in sales and sales management with Xerox Corporation and Wang Laboratories. She has an undergraduate degree from UC Santa Barbara and a graduate degree from Pepperdine University.

Marilyn has the unique ability to build change efforts that the organization can support and implement. She is interested in an organization with the right leadership and fit for innovation to thrive. The role she is seeking is a leadership position in helping an organization to:
  • Develop a consultative selling approach that will result in increased sales funnels and higher revenue and margins through developing a strategic trusted relationship with top customers.
  • Lead an organization towards a focus on the total customer experience resulting in increased customer loyalty.
  • Work at the executive team level to lead integrated organization change efforts starting with strategy and vision through pragmatic roadmaps and implementation plans.

Tom Hammond
VP of Contact Center Strategy for The Hartford's Property and Casualty Service Operations

Tom Hammond has been in the Financial Services industry for over 20 years. His experience ranges from development and direction of Direct Response Marketing, Operational Research for Segmentation and Customer Satisfaction, Executive champion of Contact Center projects, like CTI, advanced routing, speech applications, and voice recording. More recently, he has been focused on Customer Experience Management strategies, and Contact Center optimization. He is based in San Diego.

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