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9781552128534

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"Jim Drummond is Managing Director of Drummond Consulting, Ltd., an international management advisory firm based in Atlanta, Georgia. Prior to the establishment of his consulting practice Jim spent 20 years directing sales and marketing strategy for several international companies including Canon USA and Sony Corporation. As a consultant Drummond has created highly successful campaigns for consumer and business-to-business clients both in the United States and Great Britain. He serves as an advisor to senior management on the challenges of open competition, speaks to trade associations on marketing tactics and strategy and is on the invited faculty at Purdue University's Center for Customer Driven Quality. Contact Jim at jimd@drummondconsulting.net Fred Hanna is Senior Consultant, Customer Service for Drummond Consulting. His career spans over two decades in the utilities industry, most recently as Vice President of Customer Service for SCANA Energy. Hanna has extensive experience in all facets of customer service, strategic planning, process improvement, systems implementation, project and change management. He has been voted the industry's ""Outstanding Manager"" by Gas Industries Magazine. Hanna designed the process improvement system which led to SCANA's selection as recipient of the J.D. Power Award for Customer Satisfaction in 1999. Contact Fred at fredh@drummondconsulting.net"

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