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Andrew Drefahl
Director of Customer Insight
Andy Drefahl is Director
of Customer Insight at Hunter Business Group. He has over
16 years of CRM experience in both B2B and B2C environments.
Leading Hunter Business Group’s Customer Insight Practice,
Andy acquires the voice of the customer (VOC) through primary
research, data-mining and six-sigma methods and techniques.
This VOC combined with his sales and marketing strategy experience
with Fortune 500 and global 1000 firms enables the creation
of solutions that enable fact-based customer experience strategy
development and execution.
Previous to working
with Hunter, Andy led the development of a model for Student
Experience Analysis and Design. This was coupled with the
Higher Education industry’s first measurable PeopleSoft
CRM technology deployment at DePaul University. He has conducted
CRM and customer strategy engagements for high technology,
consumer packaged goods, retail, healthcare, manufacturing
and financial services clients. He has led the development
of a global professional services CRM strategy offering on
loyalty and retention and developed innovative CRM strategies
focused on delivering and measuring the exchange of value
between clients and their customers.
Clients included General
Mills, SC Johnson, an international premium coffee conglomerate,
a premium paper manufacturer, Harley Davidson, McKesson, Hitachi
Data Systems, IBM and MasterCard Worldwide.
Andy speaks nationally and is known
for his expertise in B2B CRM strategy. He holds an MBA from
Marquette University and a BBA from UW Milwaukee. He is the
author of several articles and industry case study presentations
on applying marketing science to the customer experience.
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