"2017 Innovators Forum Report Customer Engagement Management Webinar"
Tuesday, September 12, 2017 | 2:00 PM EDT
Please join Sandy Hicks and Jim Knight for a live presentation of the NAEP 2017 Innovators Forum Report White Paper, Customer Engagement Management, on Tuesday September 12th at 2pm ET. This exclusive NAEP member benefit highlights key insights from the Innovators Forum and recommended strategies for procurement leaders regarding customer engagement management.
In procurement, we engage suppliers well and are starting to think of them as strategic partners. Of equal if not greater importance are the relationships we manage with internal customers. While most of us understand customer service and have good practices in place, we have not grasped the true significance of Customer Engagement.
The Innovators Forum group believes we should enhance our practices in this area. Procurement leaders will need to alter a mindset that views Customer Engagement Management as a sales practice best suited to commercial companies. Providing service is why our departments exist and the essential component of brand image. If we cannot deliver on this basic requirement with excellence, then customers will not care about other ideas we have to improve value.
Join us to learn about the benefits and strategic impact of practicing customer engagement management at a high level and implementing a customer management framework to your institutions customer service vision. Learn customer engagement methods and processes; discuss challenges and actionable next steps that your team can take to engage your customers on the next level!
Join us live on Tuesday September 12th at 2pm ET
Sandy Hicks, CPPB, Assistant Vice President and Chief Procurement Officer, University of Colorado
In her current position, Ms. Hicks is responsible for overseeing the procurements and payables of the four-campus University of Colorado (CU) System. She manages a staff of 44 whose functional areas include Purchasing Services, Strategic Sourcing, Payable Services, Commercial Card Program, Travel Program, Small Business Program, Contract Services, Sustainable Purchasing Program and Procurement Systems.
Ms. Hicks serves as the Past President of the National Association of Educational Procurement (NAEP). As an officer of the Rocky Mountain Governmental Purchasing Association (RMGPA) for many years, she was elected RMGPA President in 1997, received their Distinguished Service Award in 1999 and their Manager of the Year Award in 2005.
Jim Knight, Founder, Stonebridge Ventures Inc.
Jim is the founder of Stonebridge Ventures. He has more than 30 years of consulting and business experience and has focused on the higher education industry since 2003. Jim has led several comprehensive strategic sourcing, strategic procurement planning, procurement assessments and organizational design engagements for university, healthcare and FORTUNE 500 clients. Jim is a frequent speaker at higher education industry events.
Jim’s passion to be a team member and help deliver substantial value in partnership with his clients was a motivating force behind his drive to start Stonebridge Ventures. He believes that strong collaborative client relationships produce substantial and sustainable results. Prior to founding Stonebridge Ventures, Jim spent 10 years at Huron Consulting Group where he was one of the initial Managing Directors. Jim was instrumental in helping Huron grow its strategic sourcing practice and later the procurement solutions practice for higher education.
Prior to Jim’s consulting work he was employed by Nebraska Methodist Health System for thirteen (13) years. During his tenure, Jim had administrative responsibility for several key departments including the business office, medical records, admissions and special projects. In addition, Jim led the supply chain group which included materials management, purchasing and sterile processing. Jim was responsible for the negotiation, execution, results tracking and overall management of all hospital contracts including medical capital equipment purchases.
Register today for this exclusive NAEP member benefit highlighting key insights from the 2017 Innovators Forum White Paper that recommended strategies for procurement leaders regarding customer engagement management.
Attendees are eligible for 1 continuing education credit hour for this webinar.