Top 10 Authors by Category

These lists show CustomerThink's Top 10 authors for the past year in each of the 12 major site categories. Rankings are based on total page views for blog posts and articles, as of May 31, 2013.

See also top 250 authors for past year and top 250 authors for past five years.

Leadership: Customer-centric strategy, culture and organization alignment through effective measurements and rewards.

  1. Christopher Brown, MarketCulture Strategies Inc
  2. Josh Lowry, 2nd Watch
  3. Jeanne Bliss, CustomerBLISS
  4. Maz Iqbal, Bold Intent
  5. John Wenger, Quantum Shift
  6. Annette Franz Gleneicki, CX Journey
  7. Bob Thompson, CustomerThink Corp.
  8. Andy Hanselman, Andy Hanselman Consulting
  9. Alan See, Alan See CMO Temps LLC
  10. Craig Padoa, www.executionandstrategy.com

Digital Marketing: Lead management, online marketing, web analytics, email marketing, multi- and cross-channel marketing

  1. Matt Heinz, Heinz Marketing Inc
  2. Louis Foong, The ALEA Group
  3. Scott Brinker, ion interactive
  4. John Refford, *undisclosed*
  5. Eoin Keenan, Silicon Cloud
  6. David Raab, Raab Associates Inc.
  7. Bob Thompson, CustomerThink Corp.
  8. Jesse Noyes, Eloqua
  9. Ernan Roman, Ernan Roman Direct Marketing
  10. Shreesha Ramdas, LeadFormix

Sales Performance: Sales effectiveness, sales process, performance management, compensation, tools

  1. Dave Brock, Partners In EXCELLENCE
  2. Matt Heinz, Heinz Marketing Inc
  3. Jack Malcolm, Falcon Performance Group, Inc.
  4. Dave Kurlan, Kurlan & Associates
  5. Bob Apollo, Inflexion-Point
  6. Jill Konrath, Selling to Big Companies
  7. Andrew Rudin, Outside Technologies, Inc.
  8. Josh Lowry, 2nd Watch
  9. Richard Ruff, Sales Horizons
  10. Bob Thompson, CustomerThink Corp.

Service and Support: Multi-channel service, channel adoption, knowledge management, chat, mobile, quality vs. cost

  1. Tricia Morris, Parature
  2. Shep Hyken, The Customer Focus
  3. Flavio Martins, Win the Customer!
  4. Bob Thompson, CustomerThink Corp.
  5. Chip Bell, The Chip Bell Group
  6. Cheryl Hanna, Service Untitled
  7. Adrian Swinscoe, RARE Business
  8. Kate Leggett, Forrester Research
  9. Micah Solomon, Business Author and Speaker
  10. Rachel Miller, Nimble

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Bob Thompson, CustomerThink Corp.
  2. Maz Iqbal, Bold Intent
  3. Shep Hyken, The Customer Focus
  4. Jeannie Walters, 360Connext
  5. Annette Franz Gleneicki, CX Journey
  6. Flavio Martins, Win the Customer!
  7. Colin Shaw, Beyond Philosophy
  8. Michael Hinshaw, MCorp Consulting
  9. Andy Hanselman, Andy Hanselman Consulting
  10. Stan Phelps, 9 INCH marketing

Social Business: Social CRM, Enterprise 2.0, customer communities, external social networks

  1. Joshua Paul, Socious
  2. Danny Brown, Bonsai Interactive Marketing
  3. Jacob Morgan, Chess Media Group
  4. Bob Thompson, CustomerThink Corp.
  5. Tricia Morris, Parature
  6. Mike Lewis, Awareness Inc.
  7. Louis Foong, The ALEA Group
  8. Steven Van Belleghem, B-Conversational
  9. Eoin Keenan, Silicon Cloud
  10. Adrian Swinscoe, RARE Business

Innovation: Customer-driven innovation, ideation, co-creation

  1. Stefan Lindegaard, 15inno
  2. Bob Thompson, CustomerThink Corp.
  3. Christopher Brown, MarketCulture Strategies Inc
  4. Robert Brands, Innovation Coach
  5. Michael Plishka, ZenStorming
  6. Joseph Dager, Business901
  7. Mike Boysen, Effective CRM
  8. Alan Gregerman, VENTURE WORKS Inc.
  9. Andrea Meyer, Working Knowledge
  10. Patrick Lefler, The Spruance Group

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Thompson, CustomerThink Corp.
  2. Gary Angel, Semphonic
  3. Harish Kotadia, Ph.D., Social CRM and Analytics Consultant
  4. Bob Hayes, PhD, TCELab
  5. Bryan Pearson, LoyaltyOne
  6. Theo Priestley, BPMredux
  7. Gary Cokins, Analytics-Based Performance Management LLC
  8. Paul Barsch, Teradata Corporation
  9. Scott Brinker, ion interactive
  10. Maz Iqbal, Bold Intent

Enterprise Technology: Cloud computing, mobile, open source, Web 2.0, industry trends

  1. Richard Boardman, Mareeba CRM Consulting
  2. David Raab, Raab Associates Inc.
  3. Bob Thompson, CustomerThink Corp.
  4. Jason Whitehead, Tri Tuns, LLC
  5. Scott Brinker, ion interactive
  6. Adam Honig, Cloud Sherpas
  7. Jacob Morgan, Chess Media Group
  8. Peter Chase, Scribe Software
  9. Matt Heinz, Heinz Marketing Inc
  10. Theo Priestley, BPMredux

Contact Center: Speech-enabled IVRs, virtual contact centers, unified communications, workforce management, first-contact resolution

  1. Jodie Monger, Customer Relationship Metrics
  2. Matt McConnell, Intradiem
  3. Peggy Carlaw, Impact Learning Systems
  4. Bob Thompson, CustomerThink Corp.
  5. Bob Fike, RiverStar
  6. Rachel Miller, Nimble
  7. Kate Leggett, Forrester Research
  8. Erica Bell, Business.com
  9. Omar Zaibak, Fonolo
  10. Jack Dempsey, Pretium Solutions

Outside-In Process: value delivery to customers, customer-driven process development, impact on growth and profitablility

  1. Joseph Dager, Business901
  2. Theo Priestley, BPMredux
  3. Bob Thompson, CustomerThink Corp.
  4. Chip Bell, The Chip Bell Group
  5. Maz Iqbal, Bold Intent
  6. Dick Lee, High-Yield Methods
  7. Jack Malcolm, Falcon Performance Group, Inc.
  8. Steve Towers, BPGroup.org
  9. Dave Brock, Partners In EXCELLENCE
  10. James Lawther, The Squawk Point

Customer Loyalty: loyalty marketing, rewards programs, emotional vs. rational loyalty, advocacy and measurement approaches

  1. Bryan Pearson, LoyaltyOne
  2. Michael Lowenstein, The Relational Capital Group
  3. Bob Thompson, CustomerThink Corp.
  4. Maz Iqbal, Bold Intent
  5. Christopher Brown, MarketCulture Strategies Inc
  6. Chip Bell, The Chip Bell Group
  7. Jeanne Bliss, CustomerBLISS
  8. Adrian Swinscoe, RARE Business
  9. Jeff Marr, Walker
  10. Bob Hayes, PhD, TCELab
  • 11296 reads

MarketPlace

Confirmit’s Community Conference ’13 – London and Las Vegas

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Global Customer Experience Management (CEM) Certification Program

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Delight 2013

[October 7-8, Portland, OR] Delight is a two-day customer experience conference that brings together brands and professionals who care about creating great customer experiences. Hear how companies including Disney, Starbucks, Intuit, Zipcar, Mayo Clinic, MailChimp and more differentiate and create value through exceptional experiences. CustomerThink members save $100 off the full conference pass with code CTM100.

Digital vs. Human Banking Experiences: Can This Be a Happy Marriage?

[Recorded June 6] It's time for banking leaders to rethink how to nurture and grow customer relationships in an increasingly digital world. Get the results of a new study that revealed the CX practices of top performing banks. Learn how digital Innovations can enable more personal service.

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