Claus Eimer has been working in the telco industry for almost 24 years, with more than 12 years in customer service management. After 6 initial years of his career in Germany, he joined a startup venture in the USA for 4 years as part of the founding management team. Since 2004 he has worked at Telefónica in various positions from B2B customer service operations to more strategic roles in customer management. 3 years ago Claus moved over to the global unit of Telefónica reaching out for global key accounts of Telefónica group. Recently he had been appointed as the project lead for the introduction of Customer Journey methodology and NPS metrics in the B2B unit of Telefonica o2 Germany.