|
PROFILE
Building on 25 years in client relationship management, within corporations and more recently in a consulting role, Cheryl Igou has established Communication Rules!™ to assist organizations in achieving a competitive edge. Cheryl’s expertise lies in analyzing the effectiveness of organizational and interpersonal communication processes and how they impact individual and organizational success. She has a keen ability to analyze and streamline processes and programs to increase profitability.
Cheryl has extensive training in the behavioral implications for women in management and professional positions and holds a Masters in Business Administration from Simmons College in Boston, MA. She will show you how to leverage employee talent across gender and generations to maximize profits.
RESULTS
Information Builders, Inc.
- Technical support staff not meeting customer needs; creating frustration and turnover of technical staff.
- Implemented ongoing technical training program for clients. Provided criteria for reorganizing technical support and escalation process.
- Bottom line results:
- Increased customer satisfaction by 75%
- 25% reduction in technical support calls
- 15% increase in consulting engagements
- Stabilized retention of technical staff
Large, Multinational Technology Corporation
- Demand for training of flagship software product in one of its divisions was declining worldwide.
- Identified conflict in education service strategies and channel development at licensed training centers worldwide.
- Division recognized need to further analyze role of training centers and change business strategy if it wanted to retain this business channel.
Dana Farber Cancer Institute
- New research department managers needed to get up to speed faster and respond to grant proposals in a more timely and effective manner.
- Identified lack of coordination between scheduled training and job requirements and poor communication between staff and line departments.
- Redesigned training, which reduced time, personnel resources and related costs to train new managers by over 50%. By reducing the learning curve, managers were productive in one-third the time, yielding more successful bids for research grants.
Red Brick Design (RBD)
- Contracted by RBD to work with banking software client to find answers to two questions: “Why are the number of sales ‘wins’ so low?” and “Why are customers abandoning client as a technology provider?”
- Some of findings included:
- Lack of clear strategic vision at senior level.
- Marketing and sales strategies in conflict with strategies of other functional areas in organization - and with market opportunities.
- Interpersonal communication conflicts prevented effective execution of ideas within the organization.
- Insufficient financial and human resources limited ability to execute strategy successfully.
- Strategic analysis pointed out need for senior leadership team to discuss whether client had financial strength and human resources to be viable player or consider alternative steps. With this insight, company changed business objective and was acquired by a competitor.
|
