Raphael Roche - Biography

Raphael Roche, president of Process Strategies and creator of the CRM Master Key, has over 14 years experience across the CRM spectrum. In the past, Roche has served as a consultant on a variety of marketing, sales and customer service projects for the likes of Barclays Bank, the London Stock Exchange, Schroders Private Bank, UK Government’s Carbon Trust, Abbey National Group, Dixons, PC World, The Link and Abbey Life Assurance.

Raphael’s consulting career began when he joined Pan, an elite management consultancy specializing in visionary business models and strategies. It was during his time at Pan, where he trained in advanced organizational and personal effectiveness skills from the world’s best ex-special forces personnel.

Roche then developed his career as a freelance consultant, winning clients by “answering direct questions with direct answers” and by using targeted payback focused techniques. Throughout his consulting career, Raphael has gained experience across a broad range of roles including strategic consulting, programme and project management, applications architecture and business analysis. Roche has covered everything from market research, customer analytics, marketing, sales, account management, customer services, E-CRM and call centre projects. He is also extremely well versed in the areas of change management, process re-design, organisational re-structuring, knowledge management and Intranet projects.

It is with this wealth of experience that Roche approached the creation of the CRM Master Key. His background has left Raphael with a balanced, well-rounded approach to CRM taking into account the multiple facets that it entails.

Raphael has a degree in Economics from London University. He is well versed on CRM and highly recognized in the industry. He has written on CRM frameworks for CRM magazine and is a member of the Strategic Planning Society.

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