As the vice president of professional services at TeleTech, Mariano Tan (marianotan@teletech.com) provides situational assessment, strategic planning, and implementation services for dozens of world-class companies. An industry veteran, Tan has developed and implemented strategies covering CRM systems, marketing, service, and retention for 15 years. An internationally recognized speaker who developed and published a unique methodology for valuing and prioritizing business initiatives, Tan holds a master's and a bachelor's degree in computer science from California State University.