Michael Kullmann has been with MSR since 2001 and as Partner today manages MSR Insights. His clients are mainly service providers – in particular financial service providers – and he focuses on topics such as:
- design and set-up of measurement and controlling systems for quality management
- customer experience management
- optimization of customer journeys
- benchmarking customer and sales partner satisfaction
- customer expectations and customer behavior
Michael Kullmann is very well connected in the market and has a wide experience of B2C and B2B markets from nearly 20 year of working as a consultant.
For many companies he developed controlling tools which clearly and realistically show the improvement potential of a customer experience and in many cases have become a central part of company targets. His project results feature a balance of strategic perspectives and tangible recommendations for his clients.
Moreover, Michael Kullmann is deeply interested in all topics connected with change management. He is currently participating in a two-year executive Master program “Coaching & Consulting for Change” at the INSEAD business school 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.