IMV27 : Customer Relationship Management

Art Hall, Vice President of Customer Care Operations at NetBank, joins Ted Murphy to discuss constructing a successful CRM strategy that builds customer relationships and improves customer interaction and engagement.









Guest Profile
Art Hall is the Vice President of Customer Care Operations of NetBank, Inc. With NetBank since 2000, Mr. Hall has held positions within the organization from Customer Care Manager to Vice President of Quality Assurance and Manager of Default Administration.

Drawing on more than eleven years of call center management, customer service, and default experience in the Retail, Small Business and Mortgage Banking segments, he understands the dynamics of managing the customer experience across all customer touch points, developing strategies to effectively improve the total customer experience (TCE) and developing metrics in a multi-channel environment that are aligned to corporate strategy. He is also a candidate for Six Sigma Green Belt Certification which will be completed by the end of 2006.

Marketing Resources
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Technorati Tags
CRM, Customer Experience,Customer Service,customer relationship management, Internet marketing, Netbank