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Knowledgence Associates, a consulting firm founded in 1997, focuses on the intersection of marketing, sales, customer service, and information management.

Biography

Lisa Dennis brings over twenty years of high technology and information industry experience to clients. Pairing hands-on marketing and selling of information and high technology products and services, with end-user system enhancement and design experience for marketing and sales applications, she understands what the customer imperative needs to be for communicating information about products and services to varied audiences. Her forte is an ability to strategically see the big picture, and implement solutions using process and training to scale an organization’s usable knowledge. The focus of Knowledgence Associates is the translating of marketing and sales information into customer knowledge. Lisa’s philosophy is that the core of successful marketing and sales initiatives is “doing the homework” – making sure that the information side of programs and campaigns are solid. Her consulting practice includes marketing strategy and positioning, knowledge manage- ment for marketing, sales and customer satisfaction initiatives, and training development and delivery. She is a member of the New England Direct Marketing Association, the American Marketing Association, Sales and Marketing Executives International, the American Society of Training and Development, New England Technology Sales, Marketing and Business Development Association, and founder of the Boston Cell of Fast Company’s Company of Friends network. She has a B.A in Writing from Wheaton College, and an MBA in Marketing from Babson College.

A Customer Service expert, Chuck Dennis is Vice President and Senior Consultant for Knowledgence Associates. Chuck brings extensive customer service and business management experience to client engagements. His consulting practice includes Customer Service strategy and delivery programs, assessment, training, implementation and coaching around customer or client service practices, creation and delivery of customer-focused communications, strategic business planning as well as other customer-related engagements.

Chuck’s key strength is his relationships with customers, and his background leading the internal teams that serve them. He stresses active listening, swift action, and sincere follow-up as a way of keeping customers. He specializes in the careful handling of “Angry Customers,” teaching businesses to manage the anger and to embrace the business improvements that can be made by acknowledging and repairing those issues that caused the irritation.

Prior to joining Knowledgence Associates, Chuck held Customer Service management positions with Compu-Mark and Thomson & Thomson (both member companies of The Thomson Corporation, now known as Thomson Reuters) as well as Northern Light Technology. He began his career as a trademark analyst with the law firm of Shlesinger Arkwright Garvey & Fado.

Chuck served on the Customer Advisory Board for Constant Contact, Inc. and was a member of the Planning Committee of the Boston Cell of Fast Company magazine’s Company of Friends network. In addition to his business-related activities, Chuck has volunteered for several non-profit organizations.

An avid writer, Chuck has a BA in English from The George Washington University in Washington, DC.

Interests

Helping businesses see the world through their customer's eyes, by way of marketing, sales, and customer service assessments, strategies, and training.