Steven Salaway

Steven Salaway

Work History

Work History


Over his 30 year career, Mr. Salaway has contributed to the success of the following firms:



Consumer Package Goods

Alpo Pet Foods, Avon Products, Frito Lay, The Gillette Company, Liggett Group, PepsiCo, Pepsi Cola (U.S. & Canada), Pizza Hut, Sabritos (Mexico), Taco Bell


KPMG, Ernst & Young, Cap Gemini Ernst & Young, Zamba Solutions

Financial Services

American Express, Auto Club of Southern California, Bank of America, Bank of Hawaii, Bankers Trust, CB Richard Ellis Investors, Dollar Dry Dock Bank, Farmers Insurance, Great Western Bank, JPMorgan Chase, Insurance Services Office, National Westminster Bank (U.S. & U.K.), Paine Webber, SafeCo, Union Bank of California, Wells Fargo


Children’s Hospital of Orange County, PacifiCare, UNUM

High Technology

Apple Computer, Allied Signal, Cybermedia, IBM, Legent Corporation (U.S. & Denmark), Nextel Communications, Nortel Networks, Oracle, State of the Art Software, Toshiba


Beckman Instruments, Labelle Industries






American Honda Finance, Burlington Air Express, Ford Motor Company, Gotaas Larsen Shipping, McDonnell Douglas, North American Van Lines, Toyota Motor Credit, Union Pacific, Volvo (Sweden)

Urban Planning

Society of Soviet Scientists & Engineers (Moscow)


SPL WorldGroup, Inc.

2001 - 2008


S.P.Salaway & Associates LLC (Click To Launch URL)

S. P. Salaway & Associates LLC, Salisbury, CT, 2002 to Present, As Principal, Mr. Salaway launched his own consulting firm that specializes in enabling technologies for Marketing, Sales and Customer Service. Service offerings include assessment, strategy, process improvement and solution delivery services. He is an active and board member of the Association of Professional Consultants, as well as a member and contributing author to Engagement highlights:

·CALL CENTER REENGINEERING / CUSTOMER EXPERIENCE (Hartford, CT 2008 - Present).Acting as Project Manager/Subject Matter Expert Consultant for a $26 billion P&C insurer to reengineer their Personal Lines Direct Sales Call Center with Web integration. Also providing advice and counsel on defining and evaluating their total Customer Experience.

·CRM ASSESSMENT (Los Angeles, CA, 2007/2008).Conducted a CRM assessment for CB Richard Ellis Investors a $35 billion Real Estate Investment Management firm. Help determine a “build versus buy” decision for Sales Force Automation technology affecting over 300 global users.

·SALES FORCE EFFECTIVENESS (Jersey City, NJ, 2007).Project Manager for a sales force automation full cycle implementation project involving 300 users at JPMorgan Chase’s Retirement Planning Services Division.Also provided subject matter expertise for their Global CRM strategy program.

·PARTNER RELATIONSHIP MANAGEMENT (Morristown, NJ, 2006). Designed, chartered and launched an internal alliance program for SPL WorldGroup, Inc., a global software solutions provider for the Utility Industry. Partner participation pipeline valued at over $ 30 million in the first six months of operation.

·SOLUTION SELLING STRATEGY (Stamford, CT, 2005). Advised a regional NY/NJ/CT consulting boutique on repositioning their business from a staff augmentation firm to an industry specific solution provider based on prior engagement successes. First year potential revenue gain estimated at $20 million.

·SALES FORCE AUTOMATION (Simsbury, CT, 2004). Worked with a major national P&C Insurance provider. Helped this firm set their strategy/process work prior to implementing a SFA solution throughout their 300 offices. Project focus was on metrics and ROI.

·CAMPAIGN MARKETING (Los Angeles, CA, 2003).Helped Zamba Solutions, a $33 million CRM consulting boutique, design and launch a marketing and sales campaign that capitalized on their unique solution strengths. Grew their first half year pipeline from $0 to $5 million through cold calling.

·CUSTOMER EXPERIENCE.Developed a methodology called “Customer Experience Charting SM” that helps clients visualize the total sales/service customer experience along with lost revenue opportunities.

1999 - 2001

Senior Manager

Cap Gemini Ernst & Young LLP

Cap Gemini Ernst & Young LLP (CGEY),Los Angeles, CA, 1999 to 2001, As Senior Manager, Mr. Salaway was responsible for creating and developing the CGEY Clarify Nortel partnership for the Customer Relationship Management (CRM) practice within Financial Services. This included leadingthe joint development of new solution models and consulting frameworks for Retail Banking and Insurance verticals. Branding the point of view. Driving the marketing and sales activities to existing clients as well as new accounts. Managing the P&L with targeted contribution of $30 million. A sample of Mr. Salaway’s accomplishments were:

·Served as CRM subject matter expert and advocate for Call Centers and leveraged that expertise by providing assessments for numerous clients nationwide.

·Worked with numerous global clients on strategy/process using methodologies such as “customer touch point analysis” prior to selection of enabling technologies.

·Implemented a broker/dealer commission accounting system for a major West Coast Insurance firm adding money market offerings to their existing annuities portfolio.

·Managed a delivery team for a major division of NY Financial Services Institution to re-engineer a 2500 agent customer service andback office support function. Identified 15 projects with a total cost savings potential of $300 million.

1997 - 1999

Senior Manager

KPMG Consulting

KPMG Consulting LLP, Los Angeles, CA, 1997 – 1999, As Senior Manager in KPMG’s Customer Management (CM) Practice, Mr. Salaway was responsible for developing closing, and managing consulting engagements that require integration of Call Centers, Sales Force Automation (SFA) and Marketing Automation technologies. Sample accomplishments were:

·Chosen for a national SWAT team to evangelize the KPMG’s CM approach/methodology as well as to help local account teams close major CM deals exceeding $10 million.

·Key player in a proposal team that helped win a $80 million engagement with a world renowned airfreight specialty company.


1975 - Present

Master of Science

Rutgers The State University
1971 - Present

Economics Major / Business Minor

Rutgers The State University




Communication Board Room Presenter. Solid technical and business writing skills     Management Directly managed teams from 2 to 100. Staff profiles ranged from call center agents to senior consultants (ex McKinsey). Responsible for performance management, career development and mentor relationships.     Marketing Product Development and Consulting Services in a global environment       Business Development Sales (hunter and harvester), Sales Management, Pipeline Management, Alliance Partnership, Acquisitions     Software Knowledge Strong Customer Relationship Management (CRM). Moderate Supply Chain Management (SCM). Functional knowledge of Peoplesoft, Oracle, SAP, Siebel, Clarify, Pivotal, Saratoga Systems, E.piphany. Hands-on MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Business Contact Manager, MS Office Publisher, Lotus Notes, Trillix Site Builder     Methodologies Knowledge Business Process Redesign (BPR), Workflow Analysis, Call Flow Analysis, Change Management, Six Sigma, Call Center Assessment, Market Segmentation and Analysis, Sales Force Automation, Project Management (PMI like), Program Office (PMO), IntraspectKM, Rational ClearQuest