Lior Arussy is an author, visionary, consultant and creative catalyst. He is a pioneer of Customer Experience Management (CEM) and uses solid business strategies based on customer focus to help Global 2000 organizations and emerging businesses around the world create lasting profitable relationships with customers and employees.
Arussy’s company, STRATIVITY Group, Inc., has provided advisory services to SAP, Computer Associates, American Management Association, Polivec, DBMotion, DVTel, Tata Telecom, Dimension Data, Seagate, Honeywell, Herbalife, Siemens Financial Services, Orange Israel, Bank Leumi, IZO Systems’, CMP, IQPC, Nokia, Msource, Mphasis, Infogain, NICE Systems, TMW Systems, Hewlett Packard, Jacada, Amsalem Travel, Tremco, Beachwood Chamber of Commerce, CATIC.
Prior to becoming an entrepreneur, Arussy held the position of Corporate Vice President - General Manager, CEM Product Division at NICE Systems where he founded the new Customer Experience Management strategy and turned it into a market segment. Before joining NICE Systems he was Director of Worldwide Marketing for Hewlett-Packard's Internet Security Division and held various executive positions at international high tech companies.
Arussy recently released the results of the second year-long study on attitudes toward customer loyalty and customer experience management. Participants were customer service executives and marketing executives from all over the world. Companies continue the downward trend of taking their customers for granted and the overall relationship between company and customer is getting worse. These results indicate a major vote of no confidence by executives, an inability to move from intention to execution and an overall failure to deliver successful customer strategies.
- 59% of senior executives claim they do not deserve customer loyalty
- 83% do not know the average annual customer value
- 65% agree that their executives do not meet frequently with customers
- 31% affirm that they have the tools and authority to serve their customers
Arussy received CRM magazine’s "2003 Influential Leaders" award for his thought leadership and contribution to the industry. Also in 2003, Arussy syndicated the Focus: Customer column which reaches over 250,000 readers worldwide every month. In addition, he has had over 30 articles published around the world including the Harvard Business Review.
Arussy’s accomplishments have been recognized by leading analysts and press such as ABC, The Wall Street Journal, Financial Times, The Times of London, Times of India, Gartner Group, IDC, Inc. Frost and Sullivan, CRM Magazine, Business 2.0, Line 56.com, Wired, NetworkWorld and SecureComputing Magazine.
Arussy is the author of numerous books. His latest is “Passionate & Profitable” Why Customer Strategies Fail and 10 Steps to Do Them Right!” Why is it that companies fail in what should be their number one task? How it is possible that billions of dollars later, companies still show such poor results in gaining and retaining customers? This book will argue that the answers to these questions are simple, but go to the core of customer relationships. It offers practical advice and tools to help you get the best results possible. The book was published in February, 2005 by John Wiley & Sons.
Also recently published, is “Innovating IT, Transforming IT from Cost Crunchers to Growth Drivers”. IT operations stand at a critical juncture. IT organizations must define their identity, their role, and the contribution they will make to the accelerating pace of technology commoditization. In this visionary volume, Lior Arussy offers a revolutionary thesis: IT must become a manager responsible for a product, and that product is information. This book was published in December, 2004 by John Wiley & Sons.
The Experience! How to Wow Your Customer and Create a Passionate Workplace (CMP Books 2002) which has been translated into several languages. It is an enlightening and entertaining fable that reveals how you can help to revolutionize your company by focusing on customers. Have you ever imagined what impact really great customer experiences can have on a business? Or have you ever been faced with trying to fix the fallout from truly dissatisfied customers? This engaging book takes you on a trip starting with the depths of “call center hell,” where customer dissatisfaction builds as rapidly as employee stress and turnover.
Arussy’s passionate, entertaining and thought-provoking presentations reveal the efficiency-relationship paradox and why, despite heavy investment in customer-centric technologies, customer satisfaction and loyalty is deteriorating. Arussy keeps his audiences entertained while challenging them to radically alter the way they approach customers and their definition of the customer’s role in the organization. Arussy presents both the methodology and principles of CEM and enlightens his audiences on how use this to achieve an immediate return on investment and increase customer loyalty.
