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Senior Managing Director, Management Consulting, Sales & Customer Services
Robert Wollan is the Global Managing Director of Accenture's Sales and Customer Services Practice – which includes the shaping and delivery of Accenture’s consulting, technology and outsourcing solutions for Marketing, Sales, Service and Customer Analytics functions. In this role, Mr. Wollan leads a global team of Sales, Pricing, and Customer Service professionals skilled at helping companies acquire, develop and retain more profitable customer relationships.
Mr. Wollan’s main area of expertise is helping organizations achieve high performance by designing and executing new strategies for managing the customer experience, which consistently provides customers with a differentiated, more profitable, and more satisfying experience.
In over 20 years with Accenture, Mr. Wollan has supported large-scale, transformational programs for clients across a wide range of industries, including Consumer Products, Retail, Financial Services, Government, Telecommunications, High-Tech and Utilities. He has extensive client experience in the U.S. as well as international CRM efforts in Canada, Europe, Africa, Latin America and Asia Pacific.
An acknowledged expert on customer experience management and next generation customer service delivery, Mr. Wollan has authored several articles on these topics, and is frequently quoted in the business and technology press. He co-authored a book entitled, The Social Media Management Handbook (J.W. Wiley), a practical guide for business executives to implement key social media strategies and achieve business goals throughout their organization. He recently co-authored a book entitled, Selling Through Someone Else (J.W. Wiley), which explains how new ecosystems of partners can be created, managed, and incentivized to drive greater sales and profitability.
In addition to his client responsibilities, Mr. Wollan served on the International Standards Committee for COPC-2000 and has also served on the Board of Directors for CustomerWorks, a provider of full-service customer management solutions, market development and customer care services to the market. Mr. Wollan holds seven patents for innovations in Customer Relationship Management, with two additional patents pending.
Mr. Wollan is based in Minneapolis, Minnesota. He joined Accenture in 1991 from the Financial Services Industry.
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