Douglas Pruden

Douglas Pruden and Terry G. Vavra are Senior Partners at Customer Experience Partners, LLC.. They both have a passion for customer retention and loyalty. Vavra is lead author of five books on the subject including Aftermarketing (1992), The Customer Delight Principle (2001) and Loyalty Myths (2005). He founded and led Marketing Metrics, Inc. from 1984 to 2003 managing a portfolio of international clients. Pruden started his customer retention work as a SVP at J. Walter Thompson in the late 1990‚Aos, was a SVP with Marketing Metrics for nine years, and from 2003-2007 was General Manager of Ipsos Loyalty. He has managed CSM engagements for clients ranging from AARP to Mercedes-Benz USA.