Jenny Belser
Director, Enterprise Performance Solutions,
Customer Experience Center of Excellence Lead
Jenny Belser has more than 15 years of consulting experience in all facets of customer relationship management. Over the last several years, Jenny has concentrated on Customer Experience Management, and has extensive experience helping clients understand and improve the customer experience, aligning the experience with strategic objectives and increasing efficiency and profitability. Based on her experience, Jenny has been instrumental in the development of the Touchpoint Navigator, a Quaero proprietary tool that is used to map the customer experience across the entire customer lifecycle and prioritize improvement areas. She has also been involved in the successful implementation of processes and tools to support the successful deployment and adoption of customer experience initiatives. Jenny has worked across many industries, concentrating on the high technology, retail, pharmaceutical and financial services industries during her versatile career.
While at Quaero, Jenny has successfully led a number of process and customer experience improvement projects, most recently completing an audit of marketing and customer experience processes for an international life sciences company. Prior to Quaero, Jenny was at Peppers and Rogers Group for 6 years. At Peppers and Rogers Group, Jenny was involved with developing customer interaction strategies, as well as defining methods and processes for collecting customer insight required to implement strategies. Jenny authored several white papers and articles while at Peppers and Rogers Group, the most recent of which was a discussion on relationship-based loyalty in the financial services industry.
Prior to joining Peppers & Rogers Group, Jenny was a senior consultant at Zamba Solutions, a systems integration firm devoted exclusively to Customer Relationship Management. At Zamba, Jenny was responsible for managing the successful selection and corporate-wide implementation of CRM solutions for many organizations, primarily in the high-tech and utility services industries. Jenny also served as Manager of Marketing Systems for Sybase, where she was responsible for the planning and implementation of technology solutions to support the direct and channel marketing functions. At Sybase, Jenny was instrumental in implementing new Web initiatives to improve channel effectiveness and competitive position, developing a database marketing strategy for the company, and implementing salesforce automation solutions integrated with the Sybase marketing applications.
Jenny holds a BS in Business Administration from Skidmore College, Saratoga Springs, NY.