CRM Fundamentals
Copyright 2011 by Scott Kostojohn, Mathew Johnson, and Brian Paulen
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Contents at a Glance
Contents
About the Authors
Scott Kostojohn, Principal
Scott acts as sales director and CRM architect for Madrona Solutions Group, a leading Seattle, Washington, CRM consulting firm. Scott leverages his significant experience with various CRM platforms to support Madronas clients during complex implementations. Prior to joining Madrona, Scott worked for Microsoft in a variety of roles, including product strategy with the Microsoft Dynamics CRM product development team. Before that, he was a CRM consultant at Equarius (now EMC) helping clients around the country implement CRM software solutions. Scott has a bachelors of science degree in mechanical engineering from Cornell University.
Mathew Johnson, CRM Practice Director
Mathew joined Madrona Solutions Group in 2007 and currently oversees its CRM practice. He brings a deep understanding of CRM fundamentals and their application to the marketplace, and he works with the rest of the leadership team to ensure that Madrona offers an exciting and challenging environment for its employees. Prior to joining Madrona, Mathew led and delivered business-process improvement and CRM initiatives for Acetta, often using the Microsoft Dynamics CRM and Salesforce.com product platforms. Before Acetta, he was a senior consultant at Onyx Software, implementing sales, marketing, and customer service solutions. Mathew has degrees in business administration (information systems) and communications from the University of Washington.
Brian Paulen, Principal
Brian cofounded Madrona Solutions Group in July 2005. He has overall responsibility for the firms growing business and for managing client and partner relationships. Brian has extensive project and program management experience and is an expert in delivering strategic sales and marketing solutions on various platforms. Prior to founding Madrona, Brian directed the CRM practice at Slalom Consulting. Earlier, he was a member of the CRM team at Equarius (now EMC), working primarily with clients in the Pacific Northwest. His career began at Accenture (formerly Andersen Consulting), working out of its New York office. Brian has bachelors of art degrees in political science and international business from Lehigh University.