Mitch Lieberman

CONTRIBUTING AUTHOR

Greater Burlington Area, Vermont, USA

COVERS

Customer Experience, CRM, Social CRM

CONNECT

Success Architect at SugarCRM

A thought leader and practitioner in the areas of customer relationship management (CRM), sales enablement, customer service and customer experience. Laser focus on helping businesses to understand the importance of balance; among people, process, platforms and play. It is about the adoption and use of technology in order to get jobs done (JTBD). It is not only about the delivery architecture (cloud or on-premise), nor the source (open or closed), it is about solving business problems, aligning teams and working together. I take a modern, unique, but practical view of customer strategy, process improvement and technology optimization achieved by creating tight alignment between business strategy, team goals and individual objectives.

Successful leadership positions, designing and delivering mission critical business applications to Fortune 500 companies. Time spent as an Industry Analyst, designing and advising in market strategy, messaging for software companies with a unique and focused perspective on both current technological practices as well as emerging technologies; including Cloud Computing, Social Media, Collaboration, Customer Relationship Management, Customer Service and a pioneer in the combination of Social Media with CRM.

In the role of success architect, I am responsible and accountable for optimizing the post-sale processes, end-user system adoption and fostering strong customer relationships. Together, these initiatives combined to create our customers’ experience. Specific activities include listening, learning and advising (to and with) the many ‘interdependent’ services teams, executive sponsors and stakeholders, to ensure successful deployment and adoption of CRM. The team will be focusing on a specific portfolio of customers, providing technical leadership along with a deep understanding of the implementation, ensuring overall adoption and driving business value and customer satisfaction.

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