Interested in starting your own entrepreneurial journey in business development but unsure what to expect? Then read up on our interview with Donna Fluss, Owner of DMG Consulting LLC, located in West Orange, NJ, USA.

What's your business, and who are your customers?

DMG Consulting LLC provides expert guidance, industry reports, and primary research that guide the critical decisions made by businesses, technology providers, and investors in the dynamic and rapidly transforming contact center and back-office markets. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders, and industry innovators. DMG’s methodologies and in-depth understanding of people, processes, and technology create outstanding business outcomes and position organizations to deliver the next generation of customer and contact center experiences in the artificial intelligence (AI)-driven digital world.

DMG has three customer bases: contact centers and back offices with ten too many thousands of seats, the vendors that develop the systems and applications for these environments, and investment firms that invest in these companies.

Tell us about yourself

I am a process engineer who had a wonderful opportunity to work in many departments in a large financial services organization early in my career. I was given responsibility for a couple of call centers (now known as contact centers) to facilitate a series of mergers and fell in love with the function due to its impact and its contributions to the organization and its customers. As these departments were new, I had the opportunity to do many ”firsts” to enhance all aspects of how they operate, including the people, process, and technology that make them successful.

I have committed my professional life to improving the performance and contributions of these highly valuable service organizations, as they are essential to the brand and its bottom line and always will be.

What's your biggest accomplishment as a business owner?

Creating a highly successful contact center industry analyst and consulting firm that has made many lasting contributions to our clients and the market, we are dedicated to improving the service experience for customers and employees.

What's one of the hardest things that come with being a business owner?

The responsibility for the people I employ. Even though DMG is very successful – thanks to my amazing team – I am always thinking about the next year.

What are the top tips you'd give to anyone looking to start, run and grow a business today?

  1. Have a strong passion for what you do.
  2. Build a trusted team that shares your values, passion, and dedication.
  3. Be realistic and have patience. It takes three years to know if a consulting business is going to be successful.

Is there anything else you'd like to share?

Exceeding customer expectations and always being there for them is critical for success.

Where can people find you and your business?

Website: https://www.dmgconsult.com/
Facebook: https://www.facebook.com/dmgconsultingllc
Twitter: https://twitter.com/dfluss
LinkedIn: https://www.linkedin.com/in/donna-fluss-0aa4181/

If you like what you've read here and have your own story as a solo or small business entrepreneur that you'd like to share, then please answer these interview questions. We'd love to feature your journey on these pages.

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