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Kartik Deshmukh

Customer Experience Solutions Consultant

Summary

  • Digital Customer Experience  professional, partnering customers in defining their CX solutions 
  • Utilizes business management knowledge with wide experience across CRM products, to shape customer business processes
  • Engages customers through storytelling, user journeys, PoCs, demos - to demonstrate envisaged solution
  • 16 + years of total experience including 12+ years in IT – having witnessed and been part of ‘CRM to CX’ shift
  • Expertise in core Sales, Service, Marketing domains, with special interest in  Marketing Automation & Business Analytics
  • Domain & functional expertise in 'on-premise' as well as 'cloud' CRM packages viz. Salesforce.com, MS Dynamics CRM,  Salesforce Marketing Cloud, Siebel
  • Wide exposure to Automobile, Manufacturing, Pharma & Retail Industries, in conceptualizing & implementing Customer Experience solutions

Work experience

Apr 2012Present

Program Manager

Capgemini

 CX  Solutions Lead:

o Responsible for solution definition for MS Dynamics 365 CRM, Oracle CX and Siebel

o Definition of overall Solution for requested customer requirements.

o Business requirements to product functionality mapping. To be business process flow  and solution architecture definition. 

o Solution demo flow (use case / user journey) creation. Solution demonstration. 

Highlights:

  • Proposal and demo for Integrated Survey Management Solution for a Singapore customer- Microsoft D365 CRM + Adobe AEM + Adobe Marketing
  • Donor & Volunteer registration solution for an Australian Charity- Microsoft D365 CRM+D365 Portal 
  • Candidate evaluation management solution for a UK Music Academy - Microsoft D365 CRM + D365 Portal
Sep 2007Mar 2012

Senior Consultant

Infosys Technologies

CRM Functional Consultant :

        o Business process analysis and rationalization

        o ‘To Be’ process blue-printing and overall solution definition

        o Process elucidation & definition sessions with key stake-holders

        o Functional oversight to the development team during solution implementation

        o Work with implementation team - Technical Architects, Design Leads - to define end to

            end technical solution, for the conceptualized functional solution

 Highlights:

  • Business process consulting assignment for Toll Logistics – Australia, for standardizing their SFA processes across different business lines. Assignment culminated in development project to implement recommended change.
  • Functional Lead for Multi-channel marketing & communication profile management for Pfizer – US. Proposed end to end Multi channel marketing solution – complete with existing Siebel CRM application, customer preference database, Oracle Real-Time Decision Engine and customer web portal
Oct 2002Sep 2004

CRM  Business Analyst

Patni Computer Systems

CRM Business Analyst:

        o Business requirements elucidation and documentation

        o  Conduct business requirements elucidation & review sessions with business

         stakeholders to baseline business requirements.

        o Help development team on functional/business process areas during development.

Highlights:

  • Business Analyst & Deployment coordinator for Mercedes Benz India Dealer Management system implementation. Conceptualized Sales and Marketing business functionality in the new system. Planned and coordinated solution roll-outs at Mercedes dealerships across India.
Jul 2002Sep 2004

Deputy Manager - Marketing

Godrej & Boyce Mfg. Co. Ltd.

Product Marketing & Management :

       o Worked as Deputy Manager – Marketing for the Material Handling Equipment Division,

       responsible for Sales & Marketing of Warehousing Products line.

       o Responsible for Product management, formulation of annual business plan, product

       promotions, Sales team training and support, for Warehousing Products business line.

       o Worked on product pricing, promotions (Collaterals creation, Industry Exhibition

       participation) and special product training to the Sales team.       

Skills

Microsoft D365 CRM

Sales, Service, Portal, Field Service, VoC, Gamification

Salesforce.com

Sales Cloud, Service Cloud, Marketing Cloud

Siebel

Sales, Service, Field Service

Education

Aug 2000May 2002

Masters of Management Studies - Marketing

University Of Mumbai

Sydenham Institute of   Management Studies - (66%)

Jun 1995Mar 1999

Bachelor of Engineering - Production

Dr. B.A. Marathwada University

Jawaharlal Nehru Engg. Collage - (71%)