GLOBEX Advisory Notices
To |
From | Chicago Mercantile Exchange
Subject | GLOBEX(R) Account Management at CME
Notice Date | 2004-09-01
Notice Number | 09-01
Effective Date |
Dear GLOBEX® Customers, In the interest of continuously improving GLOBEX customer service, we have made important organizational enhancements to the Chicago Mercantile Exchange Products & Services division. The new GLOBEX® Account Management (GAM) team, under the leadership of Elizabeth Gisch, brings together resources from the Customer Relationship Management (CRM) and Technology Marketing teams to improve the way we meet your needs. GAM has been created to provide a common source for customer support during the software development, connectivity, and ongoing production phases of GLOBEX electronic trading. The rest of this memo provides details on the new GLOBEX® Account Management team. GLOBEX Account Manager Your GLOBEX Account Manager will act as a single point of contact for eTrading customers and will be responsible for: Managing firm and independent software vendor (ISV) development, certification, connectivity, and ongoing configuration needs Managing the client-side of new software releases, changes in functionality and beta programs Educating clients on CME's eTrading strategy through frequent client contact and eTUG meetings Acting as a client advocate by escalating customer requests within CME and ensuring prompt resolution of any recurring issues in the production trading environment Proactively making recommendations to CME management regarding new products, changes and enhancements based on client knowledge The GLOBEX Account Managers include: Brent Banks, Suzanne Barrett, Ryan McNally, Steve Peters, Michelle Sargent and Mark Vogel (London). Katherine Patrick will continue in her role as Assistant to the Director. ISV Management Alan Shontz remains in his current role as Associate Director, ISV Programs. Alan manages relationships with ISVs from a business and marketing perspective. He will continue to look for opportunities to jointly grow business through shared marketing initiatives and ISV-related programs world-wide. Customer Service The Customer Service team remains responsible for call center support for general CME inquiries in addition to providing support for E-data products, requests for CME publications and enrollment in CME educational programs. The Customer Service group is managed by Russ Kelly and includes Wanda Bryant, Sonya Tompkins and Randy Swartz. We have established a new e-mail for all GLOBEX Account Management. We also can be reached via the GLOBEX Account Management hotline at (312) 634-8700. As we make this transition, we encourage you to share your feedback regarding these changes. Please forward any comments or questions to your Account Manager or to Elizabeth Gisch, Director, GLOBEX Account Management. We look forward to serving you, our customers, in this new role!