Meredith Sasser

Meredith Sasser has 18 years of consulting expertise in IT/CRM strategy, aligning technology solutions with business strategies. Meredith has helped companies assess and articulate capabilities required, prioritize initiatives across the enterprise, and produce roadmaps and integrated transformation plans to achieve long term strategic objectives. Meredith’s focus is in enabling customer relationship management processes, information, and technology to support the overall success of the business.

While working for iXL, Tessera Enterprise Systems, and Epsilon Data Management, Meredith led multiple CRM strategy engagements. For a Major Airline, she turned around and successfully delivered a $1.8 million CRM Strategy and IT roadmap; this resulted in the deployment of Phase 1 of the CRM transformation plan. For a Major Telecommunications Company, Meredith led a CRM team that developed business value and technology roadmaps, illustrating how an online presence would support the long-term strategic objective of putting the customer at the center of the experience; based on this work, the client implemented a redesigned online presence integrated with operational customer systems. For a Major Hotelier, Meredith conducted a three month CRM Strategy effort, identifying the current landscape and defining future business requirements for the next three years; she evaluated current CRM capabilities and infrastructure to establish what components could be leveraged and what needed to be developed. During her career, she has been engaged with a number of international clients across many industries: Microsoft, Edward Jones, American Funds, Delta Air Lines, American Airlines, AeroMexico/Mexicana, Marriott International, Four Seasons, AT&T Wireless, BellSouth, Columbia House, Staples, and J.C. Penney

In addition, Meredith spent three and a half years at EDS serving in various leadership positions within IT Strategy, Frameworks, and CRM. As Director of IT Strategy, Meredith helped enhance and expand the proprietary IT strategy offering, making it a fully deployable product; this was used to ensure that a client’s IT strategy would ultimately aligned with the long term goals of their business. As Director of Enterprise and Industry Frameworks, Meredith set the strategic direction for development while overseeing the application and integration within EDS. These frameworks provided easy to understand, enterprise/industry specific, constructs allowing EDS to quickly enter into a meaningful dialog with a client relative to their specific business needs; frameworks bring best practice business processes, services, and components as primers to IT transformation. Meredith also launched the CRM Framework to demonstrate knowledge and thought leadership; this framework allowed EDS to minimize design and CRM implementation risks while maintaining client distinctions.

Meredith spent over five years working with Delta Air Lines, predominantly contributing to the development of long-range Customer Systems planning. During that time, Meredith completed a strategic planning process with the Vice President of Customer Systems, building an integrated delivery plan; she led the effort to document benefits and cost estimates over a three year period, facilitating prioritization process across business areas (e.g., Customer Service, Consumer Marketing, Reservations). In addition, Meredith managed an engagement that developed an integrated enterprise-wide approach to CRM, producing a customer-centric vision across the travel experience that accentuated the long-term view of customer relationships while developing products and services that maximize value.

She graduated from Duke University with a Bachelor of Arts degree in Sociology and a certificate in Markets and Management. Meredith has also completed the Program for Leadership Development at the Harvard Business School.