WHO WE ARE
This team of gray-hairs has experience in all aspects of performance improvement needed for brilliant customer success. All are capable consultants, trainers, speakers, and coaches to executives serious about success.
James "Alex" Alexander
TEAM LEADER
Based in the US
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Experience
  • Hands-on performance consulting (strategy formulation, customer success analysis, market intelligence, voice of the customer research, service quality, sales effectiveness, culture change).
  • Author or co-author of over 120 articles, five studies, four white papers, and four books. His latest study is Customer
  • Success: Managing the Customer Experience for Loyalty and Profit.
  • In 1994 founded Alexander Consulting (a boutique consulting firm focused on building brilliant services businesses within product companies).
  • The services pundit for IBM’s 2003 Global Services Headlights program.
  • E-business subject-matter expert for the four-year duration of the U.S. Commerce Department’s Inter-American e-Business Fellowship Program.
  • Spoken, consulted, and trained on creating customer success in 17 countries.
  • Has been designing training and learning systems for 21 years.
Education
  • Doctorate in human resources development.
  • University faculty member in the U.S., Europe, and Mexico.
  • Academic research focus was on accelerating learning.
Robert Yopko
SENIOR ADVISOR
Based in the US
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Experience
  • Proven executive knowledgeable in all aspects of successfully running services businesses within product companies.
  • As Emerson’s global vice president of service, traveled the globe championing the creation of services businesses inside Emerson.
  • Successfully built Liebert Services from $20M to a very profitable $250M global business.
  • Took services at Diebold from $10M to $220M in 15 years, while doubling the profit percentage.
  • Stellar business development capabilities; has successfully managed 10 services acquisitions.
  • Honored as AFSMI’s (the global services association) 1995 Man of the Year.
  • Uses his vast business connections to find top talent for clients in the area of leading and delivering customer success.
Kevin Wheatland
SENIOR ADVISOR
Based in Sweden and the Philippines
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Experience
  • Over 25 years as a senior executive and advisor in the international high-tech industry with proven successes in strategy, major transition and transformation, marketing and selling, outsourcing, service design, and innovation.
  • Head of Global Services at Ericsson Business Systems, champion and key architect of Ericsson’s global service business strategy.
  • Affiliations with Cambridge University Service Alliance, University of Karlstad’s Service Research Centre and TAFE, Melbourne, Australia.
  • Global change agent building professional services businesses within a product company culture.
  • Vice president EMEA (1993-2003) and International Board of Directors, AFSMI (1996-2003).
  • Acknowledged services industry thought leader. First European to receive the George O. Harman Award for outstanding contributions to the technology services industry.
  • Author and co-author of several research publications, including Service Planning and From Service Professionals to Professional Services.
  • Multinational, multicultural sensitivity. Frequent chair, expert speaker, and trainer in more than 40 countries.
Education
  • Master of Science in Technology Services Management
  • Visiting Professor, Liverpool John Moores University
  • Certified Field Service Manager, ITIL Certified
Wilhelm Lembeck
SENIOR ADVISOR
Based in Germany
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Experience
  • Thirty years of experience as an executive in the high-tech industry leading change and driving innovation.
  • Significant international and multicultural experience working in Asia Pacific, Europe, and the U.S., managing and consulting world-class service organizations.
  • Accomplished business merger and integration champion and a proven problem solver.
  • Expert in performance and productivity improvements (Six Sigma Black Belt), including reengineering, streamlining, and improving operations and business processes.
  • Experience in delivering growth and profitability for organizations ranging from start-ups to multibillion-dollar services businesses, including traditional support and professional services.
Contact
Alexander Consulting
5248 Fairfield Drive
Fort Myers, FL 33919
239-671-0740
info@brilliantcustomersuccess.com
Customer Success Assessments
Readiness Review
Customer Success Workshop
Touchpoint Mapping

Customer Success Presentations
Speaking CV
Customer Success Training
Getting the Business
Growing the Business

Customer Success Coaching
alex@brilliantcustomersuccess.com