Expert profile: Barry Maners

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Description:

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   The Fraser Group

   Value Management Strategies

   435 E.Main Street, Suite A-5

   Greenwood, Indiana 46143

   Bmaners@TheFraserGroup.org

   317.888.8113




   Barry Maners is the Managing Director of the Fraser Group. For the
   last two decades, Mr. Maners has focused on the application of
   analytical techniques within research designs that provide actionable
   information to management in the areas of loyalty and customer
   relationship management (CRM). These techniques focus on 1.) The
   improvement of loyalty and relationship marketing efforts 2.) The
   retention, attraction and enhancement of an organization's customers
   and 3.) The development of core organizational competencies in the
   business practices of leadership, people management, organizational
   effectiveness and client focus based on employee organizational
   assessment. Mr. Maners has developed and implemented programs serving
   internal and external clients in the telecommunications, industrial,
   healthcare, manufacturing, customer service and packaged goods
   industries. He has personally executed qualitative and quantitative
   market research programs domestically and internationally utilizing in
   depth qualitative research and quantitative research utilizing IVR,
   scanning, inbound and outbound calling. Specific program types
   developed by Mr. Maners include:
     + Traditional ad hoc market research and customer satisfaction,
     + CRM measurement and management
     + New product development
     + Packaged goods evaluation and concept testing
     + Benchmarking performance measurement,
     + Customer value management,
     + Telemarketing center quality,
     + Patient satisfaction,
     + Customer service call center quality monitoring,
     + Customer service call center customer satisfaction,
     + Employee satisfaction,
     + Employee organizational assessment and
     + Business improvement implementation and deployment.

   Mr. Maners' personal clients include a winner and two site visit
   recipients of the Malcolm Baldrige National Quality Award. He is an
   often-called on speaker in the areas of customer satisfaction, call
   center management, CRM measurement and management, stakeholder value
   management, employee satisfaction and qualitative/quantitative
   research design.

   Mr. Maners is degreed in Industrial Management from Purdue University
   and Economics from the Krannert School of Management.

   A recent publication:

   Linking EOA and CVM to the bottom line