Autor: Naveen Jain

ROBERT WOLLAN is the Global Managing Director ofAccenture”s Management Consulting Customer Relationship Managementpractice. He leads a global team of professionals skilled incustomer-centric marketing, sales, service, and customeroperations, and drives major growth areas across the industriesAccenture serves globally. Robert holds seven patents forinnovations in customer relationship management. He coauthoredThe Social Media Management Handbook, a practical guide toimplementing key social media strategies and achieving businessgoals. NAVEEN JAINIS the Managing Director of Accenture”sManagement Consulting – CRM Sales Transformation practice.His teams help increase sales organization productivity andeffectiveness and provide strategic insights, func??tionalexpertise, and global implementation skills to help clientsmaximize profitability by transforming customer relationshipsacross all of the industries Accenture serves globally. MICHAEL HEALD is the Managing Director of Accenture”sCommunications, Media, and Technology Sector, Management ConsultingWest practice. His teams focus on the unique and dynamic needs ofcommunications, media, and technology companies, including how todeliver greater results from sales forces and sales channelpartners. Formerly holding executive positions in the industry, hebrings personal experience in both change and operations.