CRM Evolution 2009
August 24-26, 2009
Marriott Marquis • New York, NY
Thomas M Cates
Founder & President, The Brookeside Group, Inc.

Mr. Cates, the founder and President of The Brookeside Group, Inc., helps his clients develop growth strategies and improved business performance.  Tom takes a customer-based approach to assisting his clients with issues such as measuring and managing customer satisfaction, retention, and Loyalty; key account planning; sales force effectiveness; and leadership development.

Over the past two decades, Tom has emerged as one of the world's most influential thinkers on the subject of how customer relationships impact sales growth. His groundbreaking research into Relationship Climates and human behavior has led to the development of the industry's most accurate and effective toolset for measuring, monitoring, and managing the Loyalty of clients, customers, strategic partners and employees.

Over this same period Tom has led numerous consulting assignments covering the customer-facing elements of sales, marketing, and customer service and support functions.  Currently, Tom is leading a major engagement specifically aimed at improving customer relationships and increasing customer retention for a global financial services client.  Tom has led similar initiatives in the health care, manufacturing, information technology, telecommunications, private equity, and professional services industries.

Tom has contributed to three books on customer-based strategies: The 2009 Pfeiffer Annual: Leadership Development, Customer Connections and Leadership & Organizational Climate, and is currently working on a fourth book on leveraging customer relationships for sales growth.  Recent speaking engagements have included "The Power of Relationships" keynote at the 2009 Customer Experience Conference, "Developing an Integrated Customer Loyalty Management System," presented at the Advanced Market Research Conference, and "How Effective Business Intelligence Can Facilitate Change in Corporate Thinking," presented at the Business Intelligence Conference. Tom and Brookeside have been quoted in the popular press including The Wall Street Journal, CNBC television, the New York Times, the Boston Globe, and USA Today.

Tom is also a founding member of Sherbrooke Capital, a $100 million private equity venture fund focused on the health and wellness markets.  Prior to founding Brookeside Tom held senior positions at Mercer Management Consulting, Inc., Sherbrooke Partners, LLC., and IBM.  Tom holds an MBA from The Wharton School of The University of Pennsylvania and a B.A.E. from The Pennsylvania State University.

Tom lives in Acton, Massachusetts with his wife and three children, and is an active coach and board member for several local youth sports leagues and school organizations.

Conference Sessions By Thomas M Cates
CRM Evolution 2009

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