Todd Wilkerson is a director in the consulting group of Baker Tilly. Todd leads solution delivery for the Growth Strategies practice, focused on CRM and customer experience solutions for clients. Todd brings 20 years of consulting experience in customer relationship management, with on-premise and SaaS-based package and custom solutions. He has worked with organizations both large and small, with significant industry experience in high technology (hardware and software, business and consumer) and countless clients across a broad spectrum of other areas such as life sciences, consumer packaged goods, financial services, and telecommunications/media.
Prior to joining Baker Tilly in 2010, Todd ran the CRM consulting practice in North America for Inforte and was previously with Accenture.
From the advent of commercially available CRM solutions (e.g. Siebel’s most significant market offering (Siebel v3) in 1994 through 2006), Todd led project teams in the delivery of strategic, enterprise-wide solutions in all business functional areas of CRM: sales automation, marketing (inbound and outbound), partner relationship management (sales and service), call centers (customer service and sales), and service (professional services and field service).
Todd provides CRM and customer experience expertise to clients, from CRM strategy development, to solution alignment/specification, to roadmap development, and ultimately execution of phased/rapid deployment programs.
- Strategic assessment of IT solution portfolios, focused upon reducing redundancy (for standardization and cost consolidation), maximizing business capability support, and capitalizing on new opportunities
- Development of cloud computing (SaaS/PaaS) opportunity assessments and application/platform rationalization programs, increasing speed/flexibility and capturing advantage via variable/subscription-based cost structures.
- Development of structured, formal vendor solution evaluations within the CRM/PRM space, with specialty in the consideration of software-as-a-service (SaaS) solutions vs. traditional on-premise solutions vs. hybrid solutions.
- Development and defense of full business case justifications (projected benefit attainment and TCO analysis over multiple horizons), both for targeted initiatives and incorporated within formal vendor selections.
- Definition of business-driven solutions that incorporate business process and customer/partner experience considerations, accomplishing the realization of enterprise business capabilities.
- Roadmap and multi-phase program planning and execution, focused on prioritization of delivered business capabilities.
- Establishment of program governance programs, focused on shared solution sponsorship and guidance.
- Leverage of tightly coupled on-shore/off-shore delivery teams to maximize speed/value and minimize cost.
- Incorporation of organizational change initiatives, focused on adoption and functional efficiencies.
Location
Illinois
Education
Rose-Hulman Institute of Technology
Bachelor of Science in electrical engineering
Expertise
- Transformation
- CRM
- Customer Experience
- Digital Enterprise
- Market Research & Alignment
- Marketing Effectiveness
- Marketing Technology
- Sales Effectiveness
- Sales, Marketing & Service
- Sales Technology
- Salesforce.com
- Service Effectiveness
- Service Technology
- Strategic Assessments & Roadmaps
- Strategy & Management Consulting
- Customer Experience Management
- Customer Experience Innovation
