Doug Shurts - Managing Partner

Doug Shurts Mr. Shurts manages Client Service and Practice Development for the Principles Group around Customer Relationship and Change & Integration Management. Doug has deep executive level leadership both in industry as a Senior Executive at AT&T as well as a practice lead for numerous Fortune 500 companies. Doug has extensive experience with business transformation, particularly in areas of CRM and ERP related change and Enterprise Applications (ERP) and Customer Operations & Technology (CRM) knowledge. He has held leadership positions in change and integration management, value realization, SAP supply chain, governance, customer service & sales center operations, self-service technology, billing and outsourcing. At Principles Group, Doug developed new business offerings in expert witness call center technology and Change & Integration Management consulting. Additionally, he has led significant engagements in the Medical Device, Life Sciences, Telecommunications, Consumer Products and Government sectors with many of these involving SAP implementations.

Doug has considerable experience architecting major Change & Integration Management programs for large scale organizational redesign initiatives that leverage process and information technology to improve business processes, organizational performance, sales results and customer service. Exemplifying this, he has led major enterprise transformation initiatives within AT&T in the areas of self-service automation, customer relationship management (CRM) focused on improved quality and cost reduction and implementation of marketing for consumers. He has planned and executed major operations transformation initiatives, new product introductions, large scale business process and technology projects as well as downsizing, consolidation, and re-engineering programs to achieve dramatic quantifiable results.

As a senior AT&T executive, Doug led the consumer CRM self-service transformation in customer care and sales. Major advances in customer satisfaction, reduced costs and time to market were realized through technology in e-care, e-commerce, network routing, voice response, and cutting edge natural language applications.

Academically, Mr. Shurts earned his MBA with High Honors from Fairleigh Dickinson University in Marketing and a BS Degree in Finance from Lehigh University. In addition, he has completed Executive Education programs focused on marketing and global competition at Duke University's Fuqua Business School, Dartmouth's Tuck Business School and Stanford University.