Our Experience

Each 2020 Director has around 20 years of experience in customer management gained across a variety of industry sectors. Supported by our high calibre, experienced consultants we are able to analyse business performance and implement effective improvements that deliver speedy results and sustainable benefits.

Sally Torkington

Sally has worked with a wide variety of organisations to drive enhancements in customer service quality to raise customer satisfaction, loyalty and profitability. She delivers these benefits by:

• generating energy, enthusiasm and confidence to achieve positive change for both customers and employees
• raising the quality of skills & knowledge
• re-designing processes to optimise one-stop resolution of customer queries
• building companies' reputations as world class service providers.

Sally has a Joint Honours degree in French & German and is a Member of the Chartered Institute of Banking.

Gary Smith

Gary is a CRM implementation specialist with a successful track record in delivering both the IT enablers and the business change required for benefit realisation. He has extensive experience in:

• re-designing business processes to maximise the benefits of technology  
• managing the vendor selection process
• managing the technology implementation process to ensure projects are delivered on time and within budget
• training users and driving user adoption.

Gary has an MBA gained from City University together with Prince II and Managing Successful Programmes (MSP) Practitioner accreditation.

Nanda Marchant

Nanda is an experienced research practitioner who undertakes qualitative and quantitative research studies amongst clients' customers, employees and partners. Her approach to this is to:

• understand the current customer and employee experience and satisfaction level within an organisation
• seek out and define the key priorities for improvement in order to build true customer advocacy
• ensure the output of the research is actionable and practical.

Nanda has an international degree in Business Studies and Languages and is a Member of the Market Research Society and Independent Consultants Group.

2020 Management Limited - No.1 Poultry London EC2R 8JR. Tel: +44 (0)207 869 7002. Fax: +44(0)207 643 2201