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Expertise
SUSAN E. ALDRICH is a Senior Vice President and Senior Consultant
at the Patricia Seybold Group.
As a consultant, Aldrich has worked closely with consumer
retailers, business retailers, distributors, financial services firms (banks,
brokerages, and insurance), manufacturing companies, cable companies, specialty
industrial suppliers, and a wide variety of software, system and services companies
in high tech. Her specialty is understanding, instrumenting, and improving
the Quality of Customer Experience (QCE)SM, with a particular focus on cross-channel,
cross-lifecycle customer experience, for both consumers and business customers.
Aldrich is also a senior analyst for the firm's Advisory Research
Service. She manages the Search, Navigation, and Discovery Research Practice,
with a personal research focus on customer self-service, information management
and technologies and practices for monitoring, measuring, and managing the
Quality of Customer Experience (QCE).
Aldrich has published hundreds of reports
and reviews in Patricia Seybold Group’s Customers.com service, including The
Customer-Centric Executive’s Guide to Search and Findability.
Aldrich's experience includes commercial applications development,
deployment, and implementation and operating systems development. She has provided
information management, customer relationship, and distributed systems management
consulting for such technology user companies as Monster.com and John Hancock
and for technology vendors such as Symantec, HP, and Cisco.
Her consulting has taken her throughout the United States
and abroad.
Prior
to joining the Patricia Seybold Group, Aldrich was director of Client/Server
Product Management at Software 2000. There she guided the development and
implementation of the Infinium product family and managed the Infinium
framework development
project team.
Background
Earlier in her career, Aldrich developed IBM operating systems
and tools. She developed the basic design concept of the AS/400 product, for
which she received IBM's Outstanding Innovation Award. Her work in system availability
included development of a forerunner to RAID DASD. Her analyses of competing
vendor strategies, product offerings, practices, organization, management,
and human resources helped reduce critical IBM process development cycles by
one-third.
Education
Aldrich holds a BA from Wellesley College.
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