|
Ian Parker is Customer Management Practice Area leader for Link Management Group. He focuses on helping companies develop and deliver their customer management strategies to improve customer retention, customer advocacy, operational efficiency and revenue generation.
Practice Areas
Primary Capabilities
- Development of customer strategies incorporating customer service, marketing and sales activities aligned to corporate objectives and brand values
- Development of ‘customer first’ or ‘outside in’ programmes of change for customer facing teams
- Development of pragmatic customer centric delivery and implementation programmes spanning operational improvement, people and leadership development, process redesign and customer measurement
- Customer experience design and improvement across the full customer lifecycle.
Preferred Activities
Strategic and operational consultancy working at Board and operational director level. Coaching and mentoring for senior customer service managers and directors.
Core Offer
- Translation of business objectives into customer strategies to be deployed across key functions to drive improved business performance, greater customer centricity and enhanced value from existing capabilities and resources
- Design and delivery of ‘customer centricity’ programmes to enhance cross-functional working and create a value generating and improvement culture
- Development of customer lifecycle management strategies and customer segment plans to recognise and optimise the differential value of differing customer groups
- Customer experience enhancement across all key ‘touchpoints’ to optimise all customer contact, including strategies to automate low value contacts.
Primary Sector Experience
Extensive experience in both business to consumer and business to business markets.
Industry sector experience in:
- Mobile telephony
- Fixed line telephony
- Cable television
- Travel
- Call centre outsourcing
- Leisure
Areas of Distinctive Performance and Value- Addition
- A strong track record of interpreting high level business objectives into tangible, actionable strategies that can be delivered via customer facing teams in customer service, marketing and sales functions
- Effective at communicating business strategy into the language of front line teams (‘what does it mean to me’) and communicating customer requirements to businesses
- Able to incorporate the capabilities of trusted partners with unique applications in the field of capability assessment, customer feedback capture and management, leadership and development programmes, and employee perception and satisfaction surveys
- A high level of expertise in call centre/contact centre outsourcing – both onshore in the UK and offshore, with a particular focus on win:win partner arrangements and brand protection.
Employment Summary
- Consultant, Henchards Limited, 2003 - current
- Director of Customer Relations, Orange, 1999 - 2003
- Director of Customer Call Centres, Cable & Wireless Communications 1994 - 1998
- Director of Marketing, Mercury Communications, 1988 – 1994
- Senior sales and marketing roles in IT, media and telecommunications.
Click here to return to the Meet The Associates Area
Link Management Group Home Page
|
