Lori Wolfe Email & Phone Number

Ankeny, Iowa, Us

Carol Stream, Il, Us

• Managed a comprehensive CX program, leveraging NPS insights via Qualtrics and text analytics,integrated with Salesforce.com, to boost customer loyalty.• Led customer satisfaction initiatives, including go-live and transactional NPS/customer effort programs, to enhance user experience• Developed automated churn and win/loss analysis programs using Qualtrics and Salesforce.com,improving retention and sales strategies.• Established a competitive intelligence program and customer segmentation, providing strategic insights and tailored communications.

Wayne, Pa, Us

• Developed and led a customer experience (CX) program focused on prioritizing customer needs using insights from NPS and VOC, improving overall satisfaction and loyalty.• Implemented win/loss and churn analysis programs to understand purchase drivers, reduce customerchurn, and enhance retention strategies.• Spearheaded customer segmentation initiatives to create personas, enabling targeted messaging, and personalized marketing efforts.• Established in-house location intelligence and interactive geographic analytics, enhancing marketanalysis and strategic planning for revenue growth.

Stamford , Ct, Us

• Enhanced the Net Promoter Score program by benchmarking against competitors and focusing oncustomer experience improvements.• Established a competitive intelligence program to strategically position the company during rapidtechnological changes.• Created reports and interactive mapping to monitor competitive threats, identify at-risk customers, and support acquisition and retention strategies.• Collaborated with sales, marketing, operations, and technology teams to optimize business intelligence solutions and align insights with revenue goals.

Everett, Washington, Us

• Designs, develops, integrates, and sells wired and wireless automated identification and data collection (AIDC) products and related services worldwide.• Established intelligence program where none had previously existed (alerts, competitor profiles, industry snapshots, financial analysis, modeling, win/loss analysis)• Implemented competitive intelligence portal to gather intelligence in one central location and deliver timely updates to feed into overall strategy• Investigated new markets for growth potential and recommended go-to-market strategy and positioning

New York, Ny, Us

• Led competitive intelligence for mortgage, home equity, auto finance, and student loans, identifyingoutliers and recommending strategies to mitigate competitive threats.• Headed a corporate-wide intelligence/research group of 55 people, focusing on benchmarking, bestpractices, and delivering value-add insights to senior management.• Developed a 'media mix' methodology to link market share trends with media strategies, optimizingmarketing and direct mail efforts.• Collaborated with senior management on strategic initiatives, product development, and go-to-market strategies, and created an intranet repository for enhanced self-service access to competitiveintelligence.

NMI is a strategic consulting, market research, and business development company specializing in the health and wellness marketplace (consumer), with a focus on natural, organic, and environmental sustainability.• Managed projects through entire life cycle: situation analysis, category/competitive analysis, qualitative research, concept development, quantitative research, business viability, strategic market planning• Author of one-third of annual Health and Wellness Trends Report• Deliverables included segmentation studies, concept screening, competitive profiling, category analysis• Established strategic acquisition model for use with clients• Helped land Bayer Consumer Healthcare Division account and served as lead on all Bayer competitive intelligence projects• Project lead for Smucker Quality Beverages, Unilever, Cargill, and Garden of Life• Trained colleagues on competitive profiling and category analysis• Used syndicated data (AC Nielsen, IRI, SPINS, IMS)

King Of Prussia, Pa, Us

Merion Publications is the healthcare publishing company behind ADVANCE Newsmagazines, websites, and host of regional job fairs across the U.S.• Led a team of 18 in the market research department, reorganizing roles, creating new job descriptions, and developing a career ladder to boost employee growth and loyalty.• Standardized market research methodologies and trained analysts on actionable intelligence andcompetitor profiling, enhancing reporting quality.• Collaborated with the IT department to implement a lead management system, optimizing salesforecasting, pipeline analysis, and resource allocation.• Contributed to a 12% year-over-year revenue increase by providing timely competitive intelligence and refining lead generation processes.

SPL WorldGroup (purchased by Oracle in November 2006) is the leading provider of best-of-breed customer management software products and solutions to the energy and service-related industries in regulated and competitive markets worldwide.• Established a competitive intelligence program from scratch to enhance market positioning.• Launched a customer satisfaction program, shifting the company towards a customer-centric approach• Developed a win/loss analysis to identify strengths and weaknesses in sales processes.• Created a secure, global competitive intelligence portal for centralized data access and analysis

Walldorf, Bw, De

SAP, a multi-billion-dollar company, is the world’s largest enterprise software company and the world’s third largest software supplier overall, headquartered in Waldorf, Germany, and employs over 25,000 people in 50 countries.• Revamped fledgling sales analysis program during first six months of tenure, increasing response rate from 50% to 93% (and maintaining high response rate for 4 years)• Single-handedly produced 100+ page quarterly reports online, realizing $180,000 savings per year on printing and production costs and speeding up delivery to internal customers• Maintained strong vendor relations via constant communications and quarterly visits to educate interviewers, which resulted in improved data quality• Polished public speaking skills through dozens of presentations to audiences of all sizes (including CEO and CEO’s direct reports) throughout North America and Germany• Successfully managed multi-million-dollar cost center and consistently came in under budget• Used insight gained to recommend modifications to sales process and sales training, marketing, advertising, customer communications, demos, and product development• Trained, mentored, and supervised analysts who in turn brought innovations to the program• Worked with technical team to create an interactive system that cut administrative time by 80% and delivered information to internal customers via customizable queries• Program was published as best practice in Upgrading the Sales Organization: Practices for Addressing Sales Force Skill Gaps and recommended by the Sales Executive Council of the Corporate Executive Board• Named SAP Top Marketing Performer for 1999

Graduate Courses, Marketing Analytics

Ba, English Communications

Music Education/English

Education record