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Alumnus Todd Wilkerson Sets Strategies to Improve Customer Experiences
June 6, 2014
The Customer Is Always Right: Todd Wilkerson has established strategies that streamline customer relationship management and maximize customers’ experiences for clients in the technology, life science, financial services, and telecommunications/media sectors. He received the Alumni Association’s Career Achievement Award earlier this spring. (Photo Provided)
As director of growth strategies for consulting firm Baker Tilly Virchow Krause, LLP, Todd Wilkerson has become comfortable with the unknown, bringing visionary high-tech solutions that enhance his client’s business development.
“One of the chief traits of a successful consultant is being comfortable with ambiguity,” says the 1994 electrical engineering graduate who earned the 2014 Career Achievement Award from the Rose-Hulman Alumni Association.
Over the course of the past 20 years, Wilkerson has become known for establishing strategies that streamline customer relationship management (CRM) and maximize customers’ experiences for clients in the technology, life science, financial services, and telecommunications/media sectors. This comes through go-to-market strategy/innovation, sales and marketing effectiveness, and the application of modern technology and data analytics.
“Many companies allow themselves to fall into the innovator’s trap of assuming that they know what customers need,” shares Wilkerson. However, his experience has shown that gaining a competitive advantage is often based largely on the customer experience. And, this is where his engineering background comes as an distinct advantage.
“Engineers understand the problem first before building the necessary solution,” Wilkerson says.
His consulting career started by working with new high-speed computing technology with Anderson Consulting (now Accenture), and other challenges followed at Inforte, a boutique consulting organization focused on customer relationship management. He then moved onto Baker Tilly Virchow Krause, one of the nation’s largest accounting and advisory firms.
Along the way, Wilkerson has established solutions to help companies use high-tech resources to enhance and study the customer experience, including taking advantage of the vast amounts of data regarding customer purchasing habits. He has worked with small, medium, and large-sized companies.
“Today, there are very few solutions for assimilating this data in a meaningful manner and help organizations to grow and adjust those analyses as the activities and market conditions change,” he says.
These are the kind of technology-based problems that Wilkerson was prepared to solve through his Rose-Hulman studies. “Alumni are inspired to be naturally inquisitive of the world around them, and improve the environments in which they live and interact,” he says. Later, he adds, “You don’t lead those improvements without being proactive and innovative in your thinking.”
Wilkerson lives in Chicago with his wife and two children.