DMG Consulting LLC - About Us

DMG Consulting LLC was founded by Donna Fluss, a former VP and Research Director with Gartner’s CRM practice. DMG Consulting specializes in customer-focused business strategy, operations and technology for Global 2000 and emerging companies such as Nortel, RealNetworks, Stride Rite, Sub-Zero, NICE, J. Jill Group, MCI and HBCS. We work closely with our clients to develop actionable recommendations that consistently yield a rapid 3 to 9-month payback with lasting benefits. DMG Consulting helps end users build world-class, differentiated contact centers and assists vendors in developing high value solutions for the market. Read what our clients have to say about us on our testimonials page.

DMG Consulting LLC's industry-leading business strategists, operations managers, marketing communications experts and CFOs have an average of 20 years experience in building and enhancing successful customer-oriented businesses. We understand the power of contact centers and analytics for enterprises. DMG Consulting collaborates with clients to identify operational, systems and sales opportunities. We then build effective strategies and tactics that convert these opportunities into practical, revenue-generating initiatives that also reduce costs and improve service quality.

Our contact center consulting engagements  with more than 2,000 end-user organizations, combined with our hands-on operational, managerial, technological and financial expertise, give us deep insight into what users want and need for their enterprises. Our consultants use their market expertise to help you build a differentiated contact center that consistently provides an outstanding customer experience. DMG Consulting customizes engagements to address clients’ specific needs. Our services have included helping companies build a customer relationship management (CRM) and contact center strategy, creating business cases to justify a new investment, conducting a technology selection process to help acquire the right products at the right price, business process optimization to dramatically improve contact center performance, Web and self-service strategy initiatives, and more.  Our projects succeed because we carefully balance operational and technology enhancements with modifications in staffing and best practices. DMG Consulting will help you optimize the performance of your contact center and the bottom line of your enterprise.

Our vendor consulting services include a wide range of standard and customized programs such as consulting services to assist with your company, product and marketing strategy, custom research projects, position and white papers, webinars, speaking engagements, and packaged offerings. We have offered strategy sessions to assess a company’s strengths and market opportunities, development of a sales and marketing strategy, creation of positioning and messaging for a multinational enterprise, interviews of a vendor’s customers to determine the functional requirements for a new application, drafting of test scripts to validate the effectiveness of a new solution, review and enhancement of applications, and more. Our extensive work in developing product and marketing and sales strategies for more than 1,000 vendors uniquely qualifies us to advise companies large and small in all areas of sales, marketing and service.

Our vendor marketing strategy and communications offerings focus on the business communications needs of our clients. We can take you from strategy through marketing implementation with our team of writers, editors, artists and domain experts. We can assist you in designing and delivering marketing campaigns that significantly increase brand and market awareness, generate high value leads and increase sales. -->

DMG Consulting’s renowned industry reports are based on thousands of hours of primary market research each year. Our Reports provide the most detailed and in-depth analysis of vendors, products, functionality, market share, trends, pricing and best practices.  Annually, we produce authoritative reports on:

1. Quality Management/Liability Recording/Surveying/eLearning and Coaching
2. Contact Center Performance Management
3. Contact Center Speech Analytics
4. Workforce Optimization Mid-Year Market Share Report

DMG’s articles, white papers and newsletters cover the hottest topics and developments in the contact center market.  We address the strategic and tactical impact of market dynamics, new applications and best practices on contact centers and enterprises. Read DMG Consulting’s articles to learn about trends and technologies that can give your enterprise a strategic advantage.

via dmgconsult.com