Prof. Bartosz Deszczynski Email & Phone Number

Poznań, Pl

Poznan, Greater Poland District, Poland

I provide consultancy & training services for organizations implementing or re-launching CRM projects. My key areas of expertise are strategic relationship management, CRM system implementations, CRM change management.Detailed areas of expertise: 1. Strategy - CRM dimensions (strategy, system, change management) - CRM as source of competitiveness - CRM strategic management - quality in CRM strategy - value creating processes - levels of relationships with customers 2. Bariers in CRM implementation - market/external barriers - internal barriers 3. Implementation of CRM strategy - decisionmaking dilemmas (scope and intensity) - change management in three stakeholders model - roles in implementation team - planning of implementation - implementation benefits (general) - implementation benefits (quantified) - lead management - cross-selling / up-selling - loyalty management - anti-churn management - modelling of processes- SCRM (customer relationship management in social media) 4. Implementation of CRM class system - goals and benefits - operational use - analytical use - customer data integration (multichannel) - system needs definition - customer data protection (RODO) - choice of vendor and scope of implementation services - implementation contract - phases of technical implementation - training and implementation milestones - implementation in multilevel independent stakeholders organization

Poznań Area, Poland

At Poznan University of Economics & Business (PUEB), I am/I:- a researcher in the field of relationship management & resource-based view on the company performance, - teach CRM in international business, CRM in toursit industry, Foundations of marketing, PR in tourist industry,- a lecturer and marketing module leader in PUEB MBA program,- a head of CRM postgraduate studies and IT project management postgraduate studies,- Rector's Plenipotentry for Open Business Lectures,- Dean's Plenipotentry for Student Trainee Programs,- head of research project Corporate Relationship Management and competitive advantage.

Poznań Area, Poland

Development of relations with business clients.Design of School's offer:- intensive 1-2-day training,- open training cycles and managerial courses,- in-company training and coaching projects,- customer and employee research,- customer personal data processing,- consulting on full range of enterprise management.Personal consulting and training in Customer Relationship Management - CRM:- relationship management strategy,- CRM system implementation,- organizational change management.

Poznań Area, Poland

Project description: Development of effective sales, after-sales, marketing framework and processesProject goals: 1. Analisys and diagnosis of current sales, after-sales/customer care and marketing framework. 2. Work-out of detailed proposals for organizational change in above processes and supporting structure with project team of associates from the hub and daughter company. 3. Change management and leading of particular projects approved in work-out phase. PRINCE2 methodology. 4. Summary of project accomplishments. Project due to end: September 2012.

Poznań Area, Poland

Organizational unit responsibility:- CRM Implementation Group (inter-departmental unit: 4 depts. + freelancers, approx. 20 people),- Customer Care Center Audi & Volkswagen (3 subordinates),- Customer Complaint Office Audi & Volkswagen (3 subordinates),- Analyst (1 subordinate).Business processes responsibility:- CRM system implementation process in dealership network (>100 Audi & Volkswagen dealerships),- change managment CRM in Kulczyk Tradex,- workflow Customer Care Center,- Lead Management,- workflow Customer Complaint Office,- Recovery Management @ Customer Complaint Office.Programs & projects responsibility:- 1:1 on-line marketing 1-1 (e-CRM),- Business Intelligence for central direct marketing campaigns,- Volkswagen Commercial Vehicles didicated CRM implementation program for leveraging B2B sales process efficiency,- CRM system enhacement,- study-project for leveraging managerial efficiency in dispersed organization.

CRM AuditCustomer Care Center reorganization and supervisionCRM general strategy BlueprintOwner of CRM system implementation process

Associate Professor, Education

Research focus: relational maturity, relational champions, relational niche, featured in the book: Firm Competitive Advantage.

Ph.D., Crm Change Management

I defended my thesis 'CRM in process of strategic management' with main sientific result as follows: CRM has three not two dimensions.

Master, International Trade

Graduated with distinction. Certifications & Trainings: : PRINCE2 Foundation (OGC Certificate) : 15-day Volkswagen Train-the-Trainer.

Education record