Sucha Kukatla
Principal, Advisory, Customer Solutions
Sucha drives profitable growth for Technology and Telecom companies by reimagining the end-to-end alignment across marketing, sales, and service. He has extensive experience leading large global multi-year projects to successful delivery on-time and on-budget using cloud-based digital solutions, mobile, and creative.
With over twenty years of consulting experience focused on digital transformation at Fortune 500 high-tech and telecom companies, Sucha leads with expertise in customer transformation, strategic planning, process optimization and improvements, IT strategy, technology architecture and systems integration. He has successfully delivered multiple pivotal engagements that enabled clients to harness substantial business value.
Professional and industry experience
- Leading a $100M holistic, value-driven transformation of systems,
processes, and behaviors. The end goal is to create a modern, digital
platform that will unify, inform, and empower over 10,000 users to collectively
go to market with data-driven insights, focus on client centricity, and
accelerate profitable growth. The solution includes Salesforce Sales
cloud, Marketing cloud, Mulesoft, Introhive, MDM, Analytics, and Mobile
capabilities.
- For a major technology company: Led the assessment of the client’s current state CRM to leading practices. Developed a roadmap to achieve the future CRM vision. Led the implementation of Salesforce Sales cloud, CPQ, Service Cloud, and Partner/Customer Community Clouds with integrations to NetSuite and Eloqua.
- For a $42 billion wireless and broadband communications company: Led the transformation of the organizations marketing and sales strategy and processes to increase market share and drive margin. Established an enterprise architecture framework globally for all business units to enable the strategy.
- For a leading internet service provider: Led the customer transformation effort to boost subscriptions and enhance customer experience. Instituted new support, sales and marketing processes to reduce average handle time by 10%, improve customer satisfaction and increase retention rate.
- For a major satellite communications company: Responsible for the delivery of a strategic project to shorten call times, reduce customer churn, enable support for new customer acquisition, improve overall customer experience, as well as unify disparate processes and systems. The final solution was deployed to 5,000 concurrent users in 14 call centers.