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Managing Director, mb&a Inc. - The HotLine Magazine For over 25 years, Mikael Blaisdell has been closely involved with the strategy, process, people and technology of customer relationship architecture, retention and profitability management. As a consultant, he has advised organizations across a wide range of types, locations and sizes on designing, building, re-engineering and optimizing their customer contact centers and programs to align with strategic goals. Working with technology manufacturers, he has contributed to the design of contact center products and implementation procedures. He has served on the boards of professional associations, delivered presentations on all aspects of CRM at industry gatherings, and written extensively for various print and online media. His online publication, TheHotLineMagazine.com, is available in more than a dozen different languages and read in over 100 countries worldwide. |
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