About: Andrea works as a CRM consultant and concentrates on suggesting strategic and tactical guidelines to change companies vision towards a real customer-centric approach. He deals with both analytical and operational CRM to improve customer knowledge and the consequent Marketing/Sales/Caring and Service processes. He specifically works on projects focused on Customer Insight (customer behavioral prediction, market basket analysis, next best product, etc.), Customer Value Management and Segmentation, Campaign management, Contact center design optimization and workforce management. Since 2009 he’s been writing on his blog CustomerKing about CRM, Social CRM and its impacts on customer-company relationship strategy.