Working with Robert Stringer of Harvard Business School and building on work done by Stringer and George Litwin, Brookeside Founder and President Tom Cates discovered a much more effective way to measure the strength of each customer relationship.
This approach eventually evolved into the Encompass-CX software platform, which delivers a “deep dive” analysis of customer relationships and provides actionable advice for improving each one.
Our Leadership
Tom Cates is the founder and president of two companies: The Brookeside Group, Inc., a consulting firm focused on helping B2B companies build excellent client relationships, and Encompass-CX, Inc., a SaaS technology firm delivering leading-edge AI tools to optimize customer experience.
Tom takes a customer-based approach to assisting his clients with issues such as measuring and managing customer retention, expansion & loyalty; strategic account planning; sales force effectiveness; personal branding; and management & leadership development.
Tom holds two patents for his research in measuring client loyalty and has contributed to four books on customer-based strategies; he is currently working on a fifth book on measuring and managing customer loyalty. He is a natural speaker and storyteller who speaks regularly to 5,000-person audiences about building Trusted Advisor relationships and improving customer loyalty. He has been quoted in the popular press including the Boston Globe, USA Today, and The Wall Street Journal.
Prior to founding Encompass-CX and Brookeside, Tom held senior positions at Sherbrooke Associates, Mercer Management Consulting and IBM. Tom holds an MBA from The Wharton School of The University of Pennsylvania and a B.A.E. from The Pennsylvania State University.The Brookeside Group, Inc.is a six-time Inc. 5000 member, identified as one of the country’s fastest growing private companies, and in 2016 Tom was honored as a Future 50 leader by SmartCEO magazine.
Tom lives in Acton, Massachusetts with his wife and children, and is a coach and a Board member for several local youth sports leagues and school organizations.