Jeremy leads the research and insights into CRM and its potential for spearheading adaptive business transformation. With over 15 years’ CRM strategy development and implementation experience, on the inside and as a consultant, he is well placed to support enterprises on their next-generation CRM journey.
Having joined Ovum in July 2012, he is seeking to establish a transformative agenda for CRM, away from the point solutions perspective of the past. He will focus on its transformational capabilities enabling enterprises to listen harder to customers and respond by delivering greater value and a superior customer experience.
Prior to joining Ovum, Jeremy ran his own transformational CRM consultancy supporting enterprises in both the public and private sectors, with clients such as The Pensions Regulator, The North West Development Agency, HP, Microsoft, Carlson Wagonlit Traveler Services, Pitney Bowes, Honeywell, Eli Lilly, and mid-market firms including Goldsmith Williams Solicitors, Camps Solicitors, and Hurst & Co Accountants.
He was also a principal consultant CRM at KPMG Consulting, and held various CRM internal consulting roles at IBM during the transformation years of the 1990s.
Jeremy co-authored “Mid-Market CRM” with Professor Francis Buttle FCIM and has spoken at various European conferences on CRM as a transformational business strategy enabled by IT.