I'm Carol Smock, sole-proprietor at Brown Dog CRM Consulting, a Nashville-based CRM Consulting Firm. Our programs "unleash the power of customer loyalty".
Carol A. Smock began her career in 1990 as a Project Manager in the call center industry, specializing in technology and marketing strategies within telemarketing centers for newspapers, cable companies, leisure and financial institutions. During her career with TeleDirect International, Inc., then, located in Davenport, Iowa, Ms. Smock developed application interfaces, automated manual call center operations and educated management on the effective and efficient means of telemarketing to service their customers. As she grew to understand the industry, Ms. Smock began teaching advanced system application development, targeted marketing and customer relationship management. Ms. Smock was instrumental in helping more than 75 clients develop Retention and Loyalty programs that resulted in improvements in their overal Customer Retention Percentage. After 6 years with TeleDirect, Smock was lured away to build a Retention Call Center and Loyalty Programs at the Indianapolis Newspapers. In that role, Smock’s team generated revenues of $800,000 to $1.2 million, annually, over a two-year period. As a result of these successes, Smock was invited to speak to Circulation Directors across the mid-US on the topics of improving customer retention and creating a revenue stream. In 1999, TCS Management Group and Call Center University hired Ms. Smock as an instructor and consultant. In this role, she analyzed the efficiencies of a variety of call centers, authored articles and training programs as well as instructed more than 200 students on effective management and marketing techniques. Smock was also invited as a guest speaker to a variety of Call Center Industry conferences including DCI, at the time one of the largest and most respected technology conferences in the US.
The daughter of a small-businessman in Illinois, Ms. Smock launched C3 in 2001 to focus her skills on growing the revenues of small business and nonprofit organizations. Smock partnered with Adam H. Small in 2004 on a new business venture – Strategic Business Network (SBN), a company dedicated to providing education and event-based opportunities for professionals to network within their community. During her tenure as President of SBN, Smock authored a monthly newsletter, planned and facilitated professional development seminars, organized and facilitated networking events and developed the business model still used today. During a brief tenure as the Member Relations Director at the Nashville City Club, Smock's team positively afftected member usage (improved by 9% over a 9 month period) and member retention (achieved 80% in 2005). As well, the team increased member spending at the Club, achieving the 2005 goal. Today, Smock has launched a new business, Brown Dog CRM Consulting, to better utilize her gift of deploying Customer Relationship Management strategies in smaller businesses and non-profit entities by minimizing the investment in CRM technology.
Currently, Smock is a member of the Advisory Board for Labry School of Business & Technology's at Cumberland University and President of the Board of Directors of Brown Dog Foundation, as well as Founding Board Secretary for Comfy for Chemo. She was invited by Dr. Paul/Health Department Director to participate in a Davidson County Health Department Summit on Animal Welfare in 2007-2008. In the past, Smock has supported the Leukemia & Lymphoma Society’s Man & Woman of the Year Campaign (6 years in a row), has worked with Father Strobel's Room in the Inn program, Hospital Hospitality House and Ujima House and is an active member of Brentwood United Methodist Church. In her spare time, Smock enjoys relaxing and exercising with her dog Toffee Nut, a rescued Vizla-Labrador Mix.
Brown Dog CRM Consulting got its name from Smock's first adopted pet, Chocolate Chip, a labrador retriever who survived a mast cell tumor in September, 2000. Chocolate Chip's cancer returned as Stage IVb Lymphosarcoma in May of 2006 and he lost his battle with the disease on Mother's Day. Donations can be made to Brown Dog Foundation to help families with sick dogs and cats pay for treatment and/or medications to keep them alive and healthy!
In March, 2010, Smock accepted the invitation to serve as a Founding Officer for Comfy for Chemo, a not for profit providing comfortable blankets to chemotheraphy patients. Comfy for Chemo was the wish of Smock's dear friend Kimberly Hansen, who lost an 18-month battle with Stage IV Colorectal Cancer. Kim's passing hit Smock hard, but she finds peace working to develop her friend's dream.