Michael Kullmann has been with MSR since 2001 and is now a managing partner. He focuses on supporting service companies – especially financial service providers – on the following topics:
- Design and development of measurement and controlling systems for quality management
- Customer Experience Management
- Optimisation of the customer journey
- Benchmarking customer and sales partner satisfaction
- Customer expectations and behaviour
Michael Kullmann is characterised by his broad network in the market as well as his extensive experience in the B2C and B2B markets, which he has been able to gather in almost 20 years of consulting work.
He has developed management tools for numerous companies that clearly and realistically reveal the achievable potential for improvement of the customer experience and in many cases have become a central component of the companies’ target systems. His project results are characterised by a balance of strategic perspectives and concrete implementation recommendations for his clients.
Michael Kullmann also has a deep interest in change management topics. He is a graduate of the two-year Executive Master’s programme “Coaching & Consulting for Change” at the business school INSEAD in Fontainebleau, France.
Michael Kullmann is a trained banker and studied political science, economics and social psychology in Bamberg. Before joining MSR, he worked at the international market research institute IPSOS.