Director of Customer Intelligence
has over thirty years of experience within high-tech research and manufacturing environments.
has held a wide range of positions within marketing, sales, training, and managementâ€"developing significant customer skills and building a decidedly customer-centric focus along the way.
current role within SimplexGrinnell
, a fire and life-safety provider doing business throughout North America, Karl and his
team focus on identifying those elements of the customer relationship and experience that drive top-line revenues for new product growth and contract renewals for existing services business.
In leading the overall customer loyalty and advocacy initiative for SimplexGrinnell
, a business unit of Tyco International
manages all sources of incoming customer feedback including a formalized customer feedback initiative that he
developed from the ground up.
A key element of this initiative is a branded version of NPS
called Net Customer Advocacy.
team also analyze customer feedback for both acute and systemic trends.
For acute customer issues, he
developed a short-term recovery process known as the Customer Action Management System.