Your ability to retain customers and increase lifetime value derived from them is dependent on how you manage the journey. They may pause and restart multiple times as well as change directions. Instead of leading them, we need to be beside them attending to their needs and desires keeping them comfortable. This would need to […]
About Contributor - Donald F. Martin
Donald F. Martin, Vice President and CIO, Armstrong World Industries
Don is vice president and chief information officer of Armstrong World Industries where he is currently managing several web initiatives. Don came to Armstrong in March 2002 from OfficeMax where he was vice president of Information Systems. Prior to this, he was program director at LTV Corporation where he designed and implemented one of the largest domestic SAP projects at the time. Early in his career, he was project manager at NASA's Glenn Research Center. At NASA, he was instrumental in building the power system for the International Space Station, the largest scientific cooperative program in history, and he managed a 250-person team that “flew an experiment” on the space shuttle to isolate the nature of combustion in zero gravity conditions. Don is technology advisor for Villanova University College of Business; a member of the Society of Information Management Advanced Practices Council; and governing body member of the CIO Executive Summit of Philadelphia and Washington, DC. In the Lancaster, Pa., community where Armstrong is based, Don sits on the Lancaster General Hospital Information Technology Committee Board of Trustees, and the Lancaster Alliance Board of Directors.
Donald F. Martin's Contributions
Lately, new customers are hard to come by. What about focusing our attention on our current customers and getting more (and maybe additional) business from them? What would it take to get our current customers to use us more? Can IT help?