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Jackie Breiter on Transforming CA Technology’s Customer Reference Forum

Posted by Bill Lee on July 13, 2010 at 10:39 AM
As the new VP, Customer Success and Flagship Programs, Jackie explains how she approached the daunting task of changing CA Technologies’s customer reference program. In just six months since taking it over, she’s executing on a plan to get her team away from inefficient and time burning “butler services,” while hitting significant milestones on the road to a full, self-service customer reference platform. She's also made enough progress toward cleaning up the firm's reference database to have the confidence to gain support to integrate it with the rest of the firm’s sales force automation software. Her team now has significantly more time to pursue more strategic initiatives, including developing closer relationships with customers.

Where do you start to undertake such a daunting set of initiatives? Here’s an excerpt from the teleconference we did on June 30. 

TC-Jackie getting started

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