Edward’s Service Vision

Edward’s vision of service is to drive World Class practices in the Customer Service Management environment.

While World Class certainly doesn’t mean the cheapest or easiest, it also doesn’t mean the most expensive possible.  World Class implementations are precisely targeted at finding the most appropriate Service Management platform to serve the specific business needs of the environment it is implemented in.

About Edward Caulfield

Edward Caulfield is Europe’s leading authority for Customer Service Management in the High Tech market.  Throughout his 20 year career Edward has executed on a variety of fronts:

• Leadership of Pre and Post Sales Service Teams for globally dispersed high technology companies
• Service Model Conversion from Free Of Charge to Revenue & Profit based strategy
• Merger and Acquisition Management in the Global High Tech Market
• OEM Management – Cisco Systems, Siemens, Alcatel-Lucent, Fujitsu, etc.
• Partner Managmenet – IBM, Brocade, NEC, Sun Microsysems, EMC, etc.
• Client Management – Google, Morgan Stanley, IBM, Colt Telecom, British Telecom, etc.
• ISO 9000 Implementation and Management
• Service Product Creation and Management
• Service Contract Creation and Negotiations
• Contract Database Creation and Management

Although born and raised in America, Edward has been based in Munich for the last 15 years and speaks fluent German.