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 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. 
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 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. 
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 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 London, Paris, Amsterdam, Dubai, Hong Kong, Shanghai, Singapore, and San Francisco. [ Connect Sampson on Twitter or LinkedIn ] 
Wim Rampen helps Clients achieve substantial and sustainable improvements in the Customers' Service Experience, and assists Clients in the development of innovative Customer Centric strategies, that result in higher profits and competitive advantage. 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. You can send an email to arudin(at)outsidetechnologies(dot)com. Follow me on Twitter. 
Social media practitioner, founder of the Social Media Academy, CEO of Xeequa, Silicon Valley entrepreneur, book author of “Channel Excellence”, chairing the SaaS Channel Committee of the SIIA, 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 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. 
R “Ray” Wang is a Partner for Enterprise Strategy at Altimeter Group and the author of the popular enterprise software blog A Software Insider's Point of View. As an enterprise strategist, Ray focuses on bridging the gap between today's enterprise landscape with an emerging class of enterprise business solutions adopting the spirit of social technologies and Enterprise 2.0 concepts. Research topics often include ERP, CRM, Project Based Solutions, Order Management, Master Data Management, and SaaS. »
MarketPlace Powering the New Customer-Conversation Driven Enterprise [March 18, 10 AM PDT] With the exponential growth of the social web, enterprises need a new way to effectively collect and utilize unstructured information that can be used to drive business decisions. This webinar will discuss LARA, a new methodology to help enterprises more effectively Listen to, Analyze, Relate and Act on customer information. Global Customer Experience Management Certification Program [March 17-18, 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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