Two Industry Leaders Join Forces to Improve Customer Experience


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SAN LUIS OBISPO, CA – July 18, 2012 – Impact Learning Systems of San Luis
Obispo, California, announced today that it has been acquired by Miller
Heiman, the leader in global sales performance.

“This acquisition is an exciting step forward for Impact, and for our
customers,” said Malcolm Carlaw, President of Impact Learning Systems.
“Progressive companies today realize that providing a consistent,
world-class customer experience across all channels is what drives customer
loyalty and growth. We’re the leader in delivering highly-effective training
in the customer service and support sectors. Miller Heiman is the global
leader in sales performance training. By combining forces with Miller Heiman
we’re able to bring a complete training solution to our clients. There is
great synergy between our companies and we couldn’t be more thrilled with
the prospect of becoming part of the Miller Heiman solution.”

“The acquisition of Impact Learning Systems enhances Miller Heiman’s
customer offerings and builds on our vision of becoming the key resource for
sales leaders,” said Sam Reese, Chief Executive Officer of Miller Heiman.
“Today’s selling environment requires companies to access clients through
direct, indirect, and inside sales functions, and to do it by effectively
providing a consistent brand experience to the client.”

“With the acquisition of Channel Enablers in 2011 and of Impact Learning
Systems today, we’ve added key components to round out our Sales System TM,”
Reese said. “Regardless of how any company goes to market, there needs to be
a consistent customer experience. Miller Heiman provides proven, repeatable
methodologies to build high-performance sales engines that accelerate the
journey toward sustainable sales performance.”

According to Carlaw, “We’re all about producing results for our customers.
Miller Heiman’s expertise in sales allows us to offer a larger solution to
our customers. Our clients will be more successful when we improve their
sales skills and customer service skills.”

Impact Learning Systems will operate as a subsidiary and be known as Impact
Learning Systems – A Division of Miller Heiman. It will continue to deliver
proprietary training programs, consulting, e-learning courses and coaching
programs based on its best-practice learning model. Impact Learning Systems
International was represented in the transaction by Luntz, Suleiman &
Associates, Inc., and Whitestone Communications, Inc.

About Impact Learning Systems: Get to the Heart of Customer Service
Impact Learning Systems is the industry leader in skills-based customer
service, telephone sales, and field-service training. Impact’s programs
teach essential communication skills while building team spirit and a
positive work environment. Companies using Impact’s programs report
measurable increases in sales and customer satisfaction along with reduced
time to resolution, call escalations, and operational costs. For more
information, visit

About Miller Heiman: The Sales Performance Company
Miller Heiman’s constant innovation and advancements have kept it the global
leader in sales performance for more than 30 years. The company delivers
timely customer-centric solutions tied to proven, research-based strategies
and processes that help firms of all sizes win complex sales. Miller Heiman
uses a common framework of easily repeatable methodologies that enable sales
organizations to build high-performance, sustainable sales engines and
return measurable results. Miller Heiman is a worldwide leader in sales
performance with programs in 20 languages and corporate offices in the
United States, the United Kingdom and Australia. For more information, visit


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