Executing customer insights into action

Bill Duff, vice president of customer operations, CHEP

Wednesday | July 24 | 11 a.m. Eastern time

SAMA Focus Area

For strategic account managers, managers and senior sales leaders

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Are you really delivering what your customers expect? This webinar will explore how CHEP has organized, aligned and sustained a customer insights program to deliver a quality customer experience. We will discuss the journey and key elements needed to launch such a program and share the organizational structure required to measurably improve both operationally and strategically with customers. Topics will include:

  • Measuring and managing insights
  • Employee engagement culture
  • Customer collaboration
  • Innovation and delivery


$99.00 - SAMA Individual Members

$169.00 - SAMA Non-members (This $169 can be applied toward your $550 membership fee if you join SAMA.)

Free - SAMA Corporate Member Companies (They have access to all live and on-demand webinars.)

Presenter Information

Bill Duff

Bill Duff joined CHEP in 1995 as an account representative in Mount Laurel, N.J. He was promoted into positions of increased responsibility contributing in the areas of quality, customer service, information technology, order processing, transaction management and international business. His passion and commitment to transforming the customer experience has earned him the responsibility of championing CHEP's customer loyalty operational and strategic vision. In the past three years Bill has led the journey to redesign CHEP's customer-facing organization in order to develop and sustain stronger customer relationships while fostering profitable growth. Responsibilities covered under his leadership include voice of the customer, customer onboarding, customer care, customer total account management, customer controls and intelligence, and supplier diversity. All aspects of his organization are integrated and committed to delivering an exceptional customer experience and winning value proposition for CHEP's customers. Bill is a trained Six Sigma Black Belt. He has sponsored and delivered numerous high-impact Six Sigma projects to improve the total customer experience, satisfaction and back-end business processes. These projects have led to millions of dollars in savings and additional business. He graduated from La Salle University with a bachelor of science in marketing.

Registration for this webinar is now closed

If you would like information on obtaining an audio file of the event, please contact Erin Pallesen

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