Advisors
CustomerThink Advisors are the top 25 authors of featured content posted in the past year. Advisor status is updated quarterly, based on the popularity of "Editor's Picks" articles and blogs. Shown below are the Advisors as of March 31, 2009, sorted by author ranking. 
Graham Hill is the founder of customer management consultancy Customers & More. He has more than 20 years of experience in customer-driven change programs with companies of all shapes and sizes. He can be contacted at graham(dot)hill(at)web(dot)de. [Blog: Customer Insider] 
Bob Thompson is CEO of CustomerThink Corp., an independent research and publishing firm focused on customer-centric business management, and founder of CustomerThink.com. Thompson is a popular keynote speaker, blogger and author of numerous reports, articles and papers, including Five Warning Signs for Danger Ahead on Your Customer-Centric Journey. Follow Bob on Twitter. 
Jim Barnes is a consultant, speaker and author on customer relationship strategy and metrics, and on the creation of value for the customer. Barnes operates Barnes Marketing Associates, Inc. from his base in Canada. His latest book is Build Your Customer Strategy (John Wiley & Sons). 
Sampson Lee, the founder of G-CEM (Global Customer Experience Management Organization). G-CEM offers Total Customer Experience (TCE) Evaluation, and conducts the only continuously-running Global CEM Certification Program in London, Amsterdam, Paris, Dubai, Hong Kong, Shanghai, Singapore, and San Francisco. [ TCE (Total Customer Experience) Model Building e-Workshop for Financial Services ] 
John I. Todor, Ph.D., is the managing partner of The Whetstone Edge, LLC, a customer-centric consulting firm that helps clients build customer equity by engaging customers online via social media and delivering compelling offline customer experiences. He is the author of Get with it! The Hands-on Guide to Using Web 2.0 in Your Business. 
Consultant, author and educator Dick Lee, a pioneer in the development of office/service process design, is founder and principal of St. Paul, Minnesota-based High-Yield Methods. Dick is the original developer of the Visual Workflow office process methodology. In addition to designing front and back office process, HYM helps clients align process with customer-focused strategies and technology with process. For free downloads about HYM's process design and CRM implementation approaches, visit www.h-ym.com. 
Andrew (Andy) Rudin is Managing Principal of Outside Technologies, Inc., specializing in sales strategy for technology companies. He holds a master of science in management information technology from the McIntire School of Commerce, University of Virginia. You can send an email to arudin(at)outsidetechnologies(dot)com. Follow me on Twitter. 
Since 1977, Chris Stiehl, president, StiehlWorks, has been assisting governments and businesses in product and service design. At General Motors, he was a member of the Malcolm Baldrige National Quality Award Cadillac team. He has advanced degrees from the University of Michigan and co-authored the best-selling book Pain Killer Marketing. 
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. To contribute to research for Smith's forthcoming book, Bold Business, please visit http://boldbusiness.questionpro.com/. 
Alan See is Vice President of Marketing at Berry Network, Inc. an AT&T Company. He also serves as an associate faculty member for the University of Phoenix's College of Business & Management. He holds a bachelor of arts in business and an MBA from Abilene Christian University. Follow me on twitter LinkedIn Profile Technorati Profile 
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). 
Akin Arikan, the author of Multichannel Marketing: Metrics and Methods for On and Offline Success, is a senior manager for Internet marketing at Unica Corp. with responsibility for ensuring customer satisfaction with Unica's web analytics and Internet marketing solutions. Akin has been working with web analytics practitioners since 1999. 
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. 
David Rance, CEO of Round, is a former customer care director for a national telco. Round is a leader in capability management models and software tools that enable organizations to align at their chosen level of customer centricity. He is an advisor for Greater China CRM. Call +44 20 7623 2300. 
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. 
Elana Anderson is vice president of product marketing and strategy at Unica Corp.. A highly regarded marketing software expert, Anderson previously served as vice president and research director of the marketing practice at Forrester Research. Prior to Forrester, Anderson was a strategy consultant and systems integrator for nearly 15 years. 
Bernhard Schindlholzer is the founder and editor of The Customer Experience Labs, a blog about designing remarkable customer experiences. 
Vandana Ahuja is a visiting faculty at India's Jaypee Institute of Information Technology, Noida, an educational initiative of the USD 750 M Jaypee Group of Companies. She was earlier a member of the IT arm of the group which she joined after brief associations with software giant NIIT and Elbee Express. 
Denis Pombriant is a well-known thought leader in CRM and the founder and managing principal of the Beagle Research Group, LLC, a CRM market research firm and consultancy. He can be reached at denis@beagleresearch.com. 
Alan J. Zell, Ambassador of Selling® at Attitudes For Selling since 1983, offers workshops, seminars and consulting on all business topics related to selling ideas, information, skills, services and products for individuals, management, businesses, organizations, education and government. 
Kevin Stirtz is the Amazing Service Guy, a customer service speaker and trainer who helps companies increase revenue and profits by delivering Amazing Service. Stirtz has been quoted in such major media as BusinessWeek, the Boston Globe, Smart Money and the Chicago Sun Times. Get a free copy of Stirtz's Amazing Service Toolkit. 
Founding editor of Customer Service Management Journal in the United States, and of its companion title, Customer Service Management Journal (now rebranded as Customer Management Magazine) in the United Kingdom. He is the author of The 60 Second Leader (Capstone, John Wiley & Sons, 2007). www.PhilDourado.com 
Lior Arussy is the president of Strativity Group and the author of four books, including Excellence Every Day: Make the Daily Choice—Inspire Your Employees and Amaze Your Customers (Information Today, 2008). To learn more about customer strategies, sign up for Arussy's newsletter. 
Lynn Hunsaker mentors executives in Customer Experience Optimization, to deliver brand promises, prevent customer hassles, minimize churn and heighten sustained profit. 
Jim Dickie is a partner with CSO Insights, a research firm that specializes in benchmarking how companies are leveraging people, process, technology and knowledge to optimize sales. He may be contacted at jim.dickie@csoinsights.com. MarketPlace Customer Service as a Differentiator: The Road to Excellence at Overstock.com Companies are beginning to realize they don’t have the option of ignoring the quality of their customer’s experiences. Overstock.com realized that customers want service that is excellent, regardless of which channel is used. But they had to overcome some serious obstacles on the road to excellence. Read their story. New Research Report: Customer Experience Maturity Monitor Discover the five levels of customer experience maturity, ranging from Limited Capability to Experiential Master. Find out where your company stands, and explore what it takes to move from the base level to the peak. Download free research report here. Selling the "New Consumer" with Smart Conversations, Not Blind Automation Learn how to engage your customers in a great cross-channel conversation that will set your company apart. CustomerThink founder/CEO Bob Thompson reveals his latest research on the multi-channel buying experience, and Lisa Abbott of Genesys explains how to solve cross-channel challenge. Four Strategies to Shift Your Support Center from Surviving to Thriving With an economic upturn on the horizon, it's time to focus on how to gain a sustainable competitive edge. In this webinar, contact center guru Bill Price reveals how to improve the customer experience, reduce operational costs and retain top technical talent. TCE (Total Customer Experience) Model Building e-Workshop for Financial Services Providers [August 27, 09:00-10:30 GMT] This program is designed to help Marketing, Sales and Service Executives of Financial Services Providers to build a TCE model to monitor, manage, and enhance the total customer experience across multiple channels and touch-points throughout the whole customer lifecycle. Global Customer Experience Management Certification Program [Sep. 30-Oct. 1, Paris] 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. Featured Links
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Editor's Topics
Right Move
Develop a customer-centric business strategy that delivers results.Tool Time
Insight about technology market trends, innovators, and implementation best practices.100% Club
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Create customer and business insight with analytical tools and techniques.Social Business
Use social media and customer co-creation strategies and technologies.Moment of Truth
Deliver memorable experiences that create competitive differentiation.Branded
Build a trusted brand and loyal customers with great customer service.