Mark CerasaleMark Cerasale is a Senior Consultant in IBM's Business Consulting Services division. He specializes in customer management, e-business and solution transformation, helping clients to improve business performance through innovation, operational efficincy and customer loyalty. Mark's consulting experience covers many sectors, including automotive, chemical and petroleum, media and entertainment, telecommunications, electronics and IT. For several years he worked as a Client Manager and was responsible for managing IBM client relationships and providing some of the world's most successful companies with information technology-enabled solutions. Mark, together with Merlin Stone, has co-authored several articles and management briefings, and has contributed to many white papers and books. For more information, please visit www.markcerasale.com Read More Read Less