Charting the Course to Win in the Social Economy
Search
2010 Editorial Board
The CustomerThink Editorial Board, chaired by founder Bob Thompson, is an advisory group of thought leaders in Customer Relationship Management (CRM), Customer Experience Management (CEM) and Social Business. Board members provide input to CustomerThink's editorial strategy and site/community enhancements.
These global experts are exceptionally well qualified to help executives understand how to navigate turbulent market conditions to create profitable customer-driven enterprises. Editorial Board members for 2010 are as follows (in alphabetical order): 
Akin Arikan, the author of Multichannel Marketing: Metrics and Methods for On and Offline Success, is a director of product strategy for Unica's web analytics and interactive marketing solutions. Akin has been working with analytics practitioners since 1999. 
Bill Band is a vice president and principal analyst at Forrester Research. He is a leading expert on CRM topics, having helped organizations define customer-driven strategies to achieve distinction in the marketplace for his entire career. Click here to download free related research from Forrester (free site registration required). 
Alison Bond, director of The Halo Works Ltd., is the author, with Merlin Stone, of Direct Hit (Financial Times/ Prentice Hall, 1995), The Definitive Guide to Direct and Interactive Marketing (Financial Times/ Prentice Hall, 2003) and Consumer Insight (Kogan Page Ltd., 2004). She is also visiting fellow at CSEM, a partner of Brunel University. 
Francis Buttle heads up Francis Buttle & Associates and is visiting professor of management (Marketing and CRM) at Macquarie Graduate School of Management, Sydney. He is author of Customer Relationship Management: Concepts and Technologies, now in its second edition, and Social CRM: what is it and what does it mean for your business? which can be downloaded at www.buttleassociates.com. 
Vanessa DiMauro is CEO of Leader Networks, a research and strategy firm that helps organizations create enterprise-level online communities. She is an Executive In Residence at Babson College, and serves as a Research Fellow for the Society of New Communications. She works with leading companies to create social media strategy and align with operations for positive results. 
Naras Eechambadi is the General Manager of Quaero, a CSG solution. Quaero delivers multi-channel marketing solutions that help companies build long-lasting customer relationships and maximize return on investment. Eechambadi was the winner of the American Business Award for Marketing Executive of the Year in 2009 and is the author of High Performance Marketing: Bringing Method to the Madness of Marketing (Kaplan Professional Press, 2005). 
Donna Fluss is founder and president of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology consulting. DMG helps companies build world-class contact centers and vendors develop and deliver high-value solutions to market. Fluss is a recognized authority and thought leader on customer experience, contact center, workforce optimization, speech technology and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry reports. 
Esteban Kolsky is the founder of CRM intelligence & strategy where he works with vendors to create go-to market strategies for Customer Service and CRM and with end-users leveraging his results-driven, dynamic Customer Experience Management methodology to earn and retain loyal customers. Previously he was a well-known Gartner analyst and created a strategic consulting practice at eVergance. 
Sampson Lee, the founder of Global Customer Experience Management Organization (G-CEM), created the U.S. patent-pending Branded CEM Methodology, and recently has authored an article for Harvard Business Review. Lee and his international partner team deliver the Global CEM Certification Program in 11 cities in Africa, Asia, Europe, and North America [ Email | LinkedIn | Twitter ] 
I offer fresh perspectives on your Customer related challenges. Perspectives based on 13+ years experience in (leading) Customer facing departments & projects. In solving the challenges you face I trust on analytical and creative methodologies for analysis/research, problem definition, ideation, testing & implementing the solution(s) we create together. For more information visit Wim Rampen's blog. 
Andrew (Andy) Rudin is Managing Principal of Outside Technologies, Inc., specializing in sales strategy for technology companies, and writes The Contrary Domino blog. He holds a master of science in management information technology from the McIntire School of Commerce, University of Virginia. Follow me on Twitter or get in touch by email or phone. 
Social media practitioner, CEO of Xeesm, founder of the Social Media Academy, Silicon Valley entrepreneur, book author of “Channel Excellence”, frequent speaker at industry events, and winner of the 2008 SF Entrepreneur award. Former CEO of BlueRoads, Infinigate, Computer2000. 
Colin Shaw founder of Beyond Philosophy, the leading experts in the customer experience, is an international author of three best-selling books on customer experience. Beyond Philosophy provides consultancy, training and customer insight research from its offices in London, England, and Atlanta, Georgia in the United States. Visit Shaw's blog at ExperienceClinic.com. Follow Colin Shaw on Twitter ColinShaw_CX 
Shaun Smith, whose acclaimed books include Managing the Customer Experience, has been a catalyst in expanding focus from customer service to customer experience. He speaks and consults to leading brands internationally. Shaun was recently voted one of the UK's top business speakers. For details see smith+co. 
John I. Todor, Ph.D. is the CEO of the Alliance for Business Innovation, an action-oriented think tank dedicated to helping business leaders and organizations thrive in today’s fast-changing, uncertain and increasingly complex business climate. Using collaboration to mobilizing ideas, people, business solutions & technology to create value for customers 
Enterprise Strategist and Disruptive Technologies Expert R “Ray” Wang is a founding partner and research analyst for enterprise strategy at Altimeter Group and the author of the popular enterprise software blog "A Software Insider's Point of View". With viewership in the millions of page views a year, his blog provides insight into how disruptive technologies and new business models impact the enterprise. »
MarketPlace [Sept. 9, 10-11 a.m. PDT] Instead of the multiple disparate approaches of the past, companies can now analyze and report on multiple surveys, using structured and unstructured data simultaneously. Learn how Nicor improved customer experience and raised satisfaction scores by leveraging customer insights along with the right strategies and action planning. eMetrics Marketing Optimization Summit [Oct. 3-7, Washington, D.C.] Marketing executives, managers, and business intelligence experts have been meeting at the eMetrics Marketing Optimization Summit since 2002 to learn how to increase their return on online investments. The international conference series is recognized as the premier event for optimizing online marketing value. Customer Experience Management (CEM) Certification Program [Oct. 5-7, Scottsdale; Nov. 15-16, London] Innovate, Differentiate, Execute–Learn how from the leaders who did it. Packed with 200 templates, tools and fast affordable ideas, this 2-day workshop is your path to execution. Money Back Guarantee. Sales Edge Summit: Engaging Customer 2.0 [Oct. 5-7, 9 a.m. - 12 p.m. PDT daily] This virtual Summit features thought leaders from the Founders Council of CustomerThink's SalesEdgeOne community. Learn how to sell more to buyers empowered by the Social Web. Engage with sales experts in nine interactive sessions covering sales strategy, processes and collaboration. All attendees eligible to win an iPad! Global Customer Experience Management Certification Program [Oct. 6-7, Barcelona] Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers. Canada's Customer Experience Strategy Forum [Oct. 18, Toronto] Complete strategic framework, practical ideas and case studies from Canada Post and Capital One. Come learn from the professionals who delivered measurable results. Network with professionals, learn the secrets, get templates and checklists. Limited seating, so register today! Lessons in Loyalty: How Southwest Airlines Does It - An Insider's Point of View Southwest Airlines recognized long ago that they were in the customer service industry, they just happened to fly airplanes. They built and maintained one of the most faithful customer bases in existence today. Read this white paper to discover how to boost the level of customer loyalty in your organization. Featured Links
Get your event or resource listed in the MarketPlace, reaching 300,000 business leaders monthly.
|
Thought Leaders, Not Rock StarsSocialBusinessOne is a CustomerThink community launched by an advisory group of practical, real-world experts in Social CRM, Enterprise 2.0 and Social Media Marketing. Thanks to members of the Founders Council for their support!
Premium Content
Blogroll |
