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Articles by John
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Supporting Men’s Mental Health: A Call to Action in June
Supporting Men’s Mental Health: A Call to Action in June
By John Liebler
Contributions
Activity
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Excited to see what the rest of 2024 has in store 💪
Excited to see what the rest of 2024 has in store 💪
Liked by John Liebler
Experience & Education
Licenses & Certifications
Volunteer Experience
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Executive Director - Strategic Advisor
Recovery Center of Medina County
- Present 3 years 2 months
Social Services
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Member
Leadership Medina County
- Present 4 years
Economic Empowerment
Leadership Medina County is a nonprofit, educational, and leadership development organization which exists to build and maintain a county-wide network of talented, responsible, and dynamic leaders, who learn first-hand about issues facing Medina County and who serve by assisting in addressing those issues.
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Projects
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Transforming Customer Engagement through Advanced CRM Solutions
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A leading jewelry retailer needed to enhance customer interactions across its 1,500+ stores. With over 15,000 employees, the necessity for an advanced CRM solution to improve customer engagement and boost revenue was apparent.
Objectives
Develop a state-of-the-art CRM solution with Clienteling and a 360-degree customer view to enhance customer interactions, drive incremental revenue, and improve operational efficiency for a personalized customer…A leading jewelry retailer needed to enhance customer interactions across its 1,500+ stores. With over 15,000 employees, the necessity for an advanced CRM solution to improve customer engagement and boost revenue was apparent.
Objectives
Develop a state-of-the-art CRM solution with Clienteling and a 360-degree customer view to enhance customer interactions, drive incremental revenue, and improve operational efficiency for a personalized customer experience.
Strategy
Technology Integration: Adopted SaaS and cloud-based storage for scalability and accessibility. Integrated iOS mobile deployment for real-time customer data access and used agile development for rapid improvements.
Strategic Vision: Outlined the CRM solution’s goals and benefits and developed a business case highlighting potential revenue growth and improved customer experience to secure stakeholder support.
Securing Resources: Presented the business case to obtain capital investment—defined technical and operational requirements to align with strategic objectives.
Collaboration: Worked with Salesforce for CRM technology, Accenture for implementation, and Rosetta (SapientRazorfish) for digital marketing integration.
Implementation
Seamlessly integrated SaaS and cloud-based systems with existing infrastructure. Deployed iOS mobile solutions for real-time insights. Used agile development for continuous improvement based on user feedback.
Results
The CRM solution transformed customer interactions and drove over $40 million in additional revenue. It offered a comprehensive customer view, personalized interactions, increased customer happiness, and equipped over 15,000 team members with advanced tools across 1,500+ stores.
Conclusion
This case demonstrates how strategic foresight, technological advancement, and teamwork can lead to significant business results. It highlights the importance of a clear strategy, modern technology integration, and stakeholder support for transformative outcomes.
Honors & Awards
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"Pay it Forward" Recipient
St. Jude
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Manager of the Year
Signet
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Training Manager of the Year
Signet
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