2009 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 support CustomerThink's editorial strategy.
These global experts are exceptionally well qualified to help executives understand how to create a successful customer-centric business in today's challenging market conditions. Editorial Board members for 2009 are as follows (in alphabetical order): 
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). 
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). 
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. 
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 services. Fluss is a recognized thought leader and innovator in CRM, contact center and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry reports. 
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] 
Consultant, author and educator Dick Lee, founded High-Yield Methods. In addition to his overall CRM expertise, Dick developed the first, "outside-in," customer-centric process approach, Visual Workflow. While helping clients implement CRM, including designing customer-centric process, HYM aligns process with business strategies and technology with process. For more information visit www.h-ym.com. 
Sampson Lee, the founder of G-CEM, created the TCE (Total Customer Experience) Model and the U.S. patent-pending Branded CEM Method. Sampson is the Ass. Visiting Professor of the University of Hong Kong (Master of Science) and an author of Harvard Business Review. Lee and his international partner team deliver the only continuously-running Global CEM Certification Program in Copenhagen, London, Paris, Amsterdam, Dubai, Hong Kong, Shanghai, Singapore, and San Francisco. [ Connect Sampson on Twitter or LinkedIn ] 
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. 
Bill Price, president and CEO and founder of Driva Solutions, LLC, is a CRM consultant, practitioner and instructor. He was Amazon.com's first global vice president of customer service. His new book, with co-author David Jaffe, is The Best Service Is No Service (Wiley & Sons, March 2008). 
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. 
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. You can send an email to arudin(at)outsidetechnologies(dot)com. Follow me on Twitter. 
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 
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. 
Barry Trailer has consulted with companies with complex B2B sales for more than 20 years. Together with partner Jim Dickie, Trailer conducts primary research on sales effectiveness at CSO Insights. Trailer can be reached at www.csoinsights.com. »
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