Linder Associates
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Process-Related Projects

High Net Worth Sales Strategy
For a regional bank, developed sales strategy and sales tracking systems for the Trust Department as an ongoing high net worth customer solicitation. As part of the program, created the sales tracking methodologies, management monitoring system, as well as all
customer communications.

Communications Audit and Process Maturity
For an online service, conducted an audit of all member communications efforts to help company set standards for tone, manner, content and delivery of member messages. Compiled DM response histories. Using a unique version of the SEI Process Maturity Model, compared the Company’s Corporate Communications process to the five levels of process maturity to develop a more effective and efficient process.

Marketing Index of Quality
For a large savings bank, developed and implemented a Marketing Index of Quality (MIQ) that summarized the Report Card and Measurement Program of individual areas.

Investment Products Strategy
For a direct response insurer, developed the marketing strategy and administrative systems for SPDAs and Flex Annuity sales through third parties (credit cards, banks and stockbrokers). Also developed marketing process for sale through the nation's first stand-alone insurance kiosk
in a supermarket.

Customer Service Process
For a large mutual fund organization, we created and conducted a series of Marketing Forensicssm workshops which analyzed and directed the rewriting of a 496 piece customer service form letter library. We also created a video and workbook. In addition, the project developed standards for written and telephone communications focusing on improved customer service.

Direct Marketing Process
For the subsidiary of a large insurer, we developed a direct marketing approach and the marketing strategy for insurance and annuity market products. As part of this project, developed a set of success guidelines. Also conducted a course on the principles of direct marketing for
senior management in preparation for their anticipated purchase of another carrier.

Communications Effectiveness Process
For one of the nation's largest associations, we employed our unique Marketing Forensicssm Program to measure, analyze and recommend improvements in their marketing and customer communications materials. The project included analysis as well as on-site training of communications personnel.

Marketing Training Program
For one of the country’s largest re-insurers, devised and conducted a series of MasterClassessm, which led their communications staff through the development of their first, formal integrated communications strategy.

Vendor Management Process
For the telemarketing division of a large insurer, created and documented a new vendor management model including vendor selection, evaluation, management and ongoing certification processes. In conjunction with a subject matter expert, developed approximately 50 tools to aid team members in using the model. Project culminated in training members of the department in the tools and techniques of the model.

Account Management Process
For the telemarketing division of a large insurer, created and documented a new account management model including administration, project management, and continuous improvement phases. In conjunction with a subject matter expert, developed 35 tools and procedures to aid team members in the completion of a variety of tasks performed in creating and carrying out implementation strategies and tactics. Project culminated in training members of the department in the tools and techniques of
the model.

Sales Materials
For a large financial institution with a primary market of teachers, professors and related staff, developed a “just-in-time” sales and education aid for their internal staff to facilitate the telemarketing of annuities, mutual funds and life insurance products over the phone.

Sales Communications Process
For a pharmaceutical firm, completed a yearlong project on Internal Customer Satisfaction to improve the effectiveness of the Sales Administrative function. It led to the proposal of communications standards, as well as organizational changes to help introduce quality principles into the marketing and sales function.

Audit Process
For a pharmaceutical company, developed a series of tools, techniques and processes for campaign implementation for inbound customer response center, as part of a consulting team.