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Organization
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Objective
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Summary
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Music academy
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increase responsiveness to funding challenges and
innovative programming competition from local organizations by focusing on
customer buying response patterns.
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utilize new web and print-based
initiatives to reach constituents |
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Organization
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Objective
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Summary
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Supplier / distributor
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improve
responsiveness to customer needs by understanding their buying behavior
and bundling products & services they frequently purchase |
developed
and rolled out executive information system used
by division CEOs and direct reports for marketing and sales, summarizing
detail customer purchasing information |
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Supplier / distributor
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increase
field sales reps' ability to use timely information with suite of laptop
capabilities to increase business in their territories |
enabled
interactive contract pricing with customers; one of the initial 10 reps in
the program closed a $1M deal using the information; also used for
commission planning |
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Provider
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reduce
medication errors in the hospital setting |
developed
a predictive model enabling a teaching hospital in the Southeast to focus
on factors likely to contribute to medication errors |
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Provider network
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increase
reimbursement revenue by catching underpayment or miscoding by insurers,
especially Medicare, and streamlining operations |
implemented
billing
and clinical management for ESRD - dialysis facilities & multi-state nephrology
practice; financial,
clinical, & performance information was updated weekly |
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Managed care
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increase
health plan member retention and cross-selling opportunities |
developed
a predictive model enabling marketing to rank members most likely to
disenroll (churn); used by customer service to proactively contact
customers before they called to cancel or not renew. |
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Managed care
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reduce
time and expense of collecting and reporting information required for
accreditation |
developed HEDIS
data collection and reporting capability, providing key performance
indicators to executives and reports to national agencies |
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Distributor
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increase
customer responsiveness and reduce costs of national distribution of
emergency equipment rented by hospitals |
partnered
with Accenture to develop and deploy enterprise resource planning system
for inventory, distribution, billing, & reimbursement, linking
customer service to warehouses and delivery personnel |
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Pharmaceutical
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reduce
monthly closing time of an international pharmco while providing top
executives immediate access to key financials |
developed
and deployed a global financial data collection, currency conversion, consolidation, reporting, and analysis system used by executives
to support decision making |
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Organization
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Objective
|
Summary
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|
Media conglomerate
|
increase
share of advertising dollars by grouping newspapers in key markets and
increasing the spend on print advertising |
developed
and deployed total
household databases for 150 newspaper markets in the U.S., allowing them
to attract more advertising dollars by demonstrating database marketing
capabilities to key advertisers |
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Newspaper group
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provide
top management with timely, accurate, and actionable information that
enables them to better manage the customer base |
developed
and deployed a point-and-click key performance indicator capability
summarizing detailed purchasing by advertisers; allowed management to
focus on building business with key customers |
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Newspaper groups
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increase
subscriber retention by understanding and addressing the factors that
cause them to churn |
developed
and deployed proactive analysis and reporting system recaptured subscribers within 30 days of renewal |
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Organization
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Objective
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Summary
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|
Application software developer
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grow
high-margin revenue and increase competitive lead by focusing on customer
need for executives to access mission-critical information |
developed
and piloted an executive information system by partnering with three strategic customers;
generated $1.5M incremental revenue in the first year, or 12% of total
revenue, for this niche player |
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Application software developer
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differentiate
product offering by integrating database marketing capability with
back-office system, capturing greater market share |
developed
and deployed database marketing solution enabling customers to integrate
external market data with their customer data; set standard for the
industry that competitors took several years to address |
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Analytic CRM software
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attract
greater number of better qualified prospects to webinars to build pipeline |
teamed up
with a strategic customer to develop and deliver webinars; attendance was
5 times average; attracted a strategic partner in the first session that
generated significant zero-cost revenue |
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Analytic software company
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increase
average transaction size with new offerings aimed at specific vertical
markets |
teamed
with a strategic customer to develop a solution using multiple existing
products and adding services to increase deal value in the healthcare
market to 11 times the historic average |
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Application software developer
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increase
close ratio in competitive sales situations by improving satisfaction
among strategic customers used as references |
surveyed
customer base to determine metrics they use to measure satisfaction;
selected strategic customers to participate in face-to-face meetings
outlining areas of improvement; implemented changes to increase
satisfaction by 18 percentage points |
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Application software developer
|
introduce
CRM solution ahead of competitors as a differentiator |
partnered
with major national association to specify and develop customer retention
analysis and reporting capability four years ahead of competitors |
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