Meet Carmine Cutone
Director, Deloitte Consulting LLP
In economic up times or down times, one thing is certain: how organizations treat their customers can ultimately determine whether they are successful. And in today’s complex business environment, the familiar adage that “the customer is always right” presents challenges to organizations struggling to understand their customer’s real needs and meet their expectations. The ability to translate customer requirements into meaningful action has become a rare art form and it’s an area where Carmine Cutone excels.
For more than 25 years, Carmine Cutone has been helping organizations better understand their customer needs and develop strategies for improving and enhancing their customer relationships through business process improvement and systems integration.
Carmine specializes in Customer Relationship Management (CRM) systems and operations improvements in the areas of sales force automation, field service, contact centers and marketing effectiveness. During his career, he has been involved in numerous phases of information technology implementations from strategic planning (strategic information systems planning and business application selections) to helping clients with systems development and implementation; to management, support and ongoing system improvements.
Some of his recent experience includes:
- Assisted a medical device client in its efforts to design an application architecture roadmap which encompassed a review of the legacy field and internal sales applications. The application architecture roadmap linked business strategies and objectives to the CRM application’s critical success criteria and included a logical phased roadmap to get to the end state architecture. After helping to define the CRM roadmap, we also helped define the requirements and design, and helped the client implement a CRM solution for their field service operations and field sales operations.
- Assisted a biotech client with a large-scale transformation that included the implementation of a laboratory operations system, billing system, contact center and a physician portal. The scope of the contact center effort included helping the client in the replacement of the legacy contact center application across nine contact centers in the U.S., and the implementation of account, contact, activity, service request, contract management and products capabilities - as well as analytics and SOA (service-oriented architecture) integration.
- Assisted a contact lens manufacturer with a project by providing the information and resources needed to select a CRM system and helped in its efforts to develop an application architecture roadmap. The scope of the CRM system selection effort included a review of the legacy field and internal sales applications. The application architecture roadmap linked business strategies and objectives to critical success criteria and included a logical phased roadmap to get to the end state application architecture.
In addition to his work with clients, Carmine currently leads the Oracle/Siebel Practice within Deloitte Consulting LLP. Previously he has held the roles of Northeast Oracle Practice Leader, Global Deloitte Siebel Alliance Leader, Italian CRM Practice Leader and the European Telecommunications Industry CRM Leader. Carmine is often quoted in the media on CRM-related topics including trends and leading practices.
Carmine holds an MBA degree from the University of Edinburgh in Scotland, as well as M.Sc. and B.Sc. degrees in Engineering from Queen’s University in Canada.
Organizations and affiliations
Member, Professional Engineers of Ontario (P. Eng.)
Member, Institute of Certified Management Consultants of Ontario (CMC)
“Skate to where the puck is going, not to where it is.” - Wayne Gretzky, nine-time Hart Trophy Winner for Most Valuable Player, National Hockey League.
“The C in CRM is based on the notion that you are doing something for your customers – not something in the area of internal processes that have little value to your customers.”