Ask The CRM Expert: Meet the Experts

  • William Band

    William Band

    Categories:Using Oracle-Siebel-PeopleSoft CRM,Using Salesforce CRM,Using SAP CRM

    As consolidation continues in the CRM market, many CRM practitioners are looking for honest answers about how Oracle will absorb Siebel, PeopleSoft and other acquisitions, plus what this will mean for the CRM market in general. William Band is a recognized industry analyst and he is on hand to answer your toughest strategic questions about Oracle CRM, Siebel CRM and PeopleSoft CRM.

  • Lori Bocklund

    Lori Bocklund

    Categories:Call center software and metrics

    Lori can answer your questions on call center technology and metrics, including multimedia options such as e-mail, chat, and Web-based.

  • Donna Fluss

    Donna Fluss

    Categories:Call center software and call center management,Call center software and metrics

    Donna Fluss is the founder and President of DMG Consulting LLC, a provider of contact center, back-office and analytics research, market analysis and consulting services. For more than 30 years, Fluss has helped end users build differentiated contact centers and vendors develop solutions for the market. She is the author of the book, The Real-Time Contact Center, the Contact Center QA Guide, and many annual industry reports on contact center hosting, IVR, speech analytics, performance management, workforce management, surveying/enterprise feedback management, quality management/liability recording and contact center analytics. Fluss invites your questions on contact center management, best practices, process, technology and analytics.

  • Paul Greenberg

    Paul Greenberg

    Categories:Evaluating CRM software,Creating and implementing a CRM strategy,Customer experience management

    Paul Greenberg is the author of one of SearchCRM's most recommended books: CRM at the Speed of Light. If you need an answer about CRM technology, Paul can help.

  • Denis Pombriant

    Denis Pombriant

    Categories:SaaS CRM vs. CRM on premise implementations,Creating and implementing a CRM strategy

    Denis Pombriant was one of the first analysts to dedicate a practice to Software as a Service (SaaS) CRM and CRM on demand. He is prepared to answer your questions about evaluating and managing on demand CRM.

  • Jennifer Cullen, Year: 2002

    Jennifer Cullen, Year: 2002

    Jennifer Cullen answered Ask the Expert questions for SearchCRM.com in 2002.

  • Kaiser Mulla-Feroze, Year: 2002

    Kaiser Mulla-Feroze, Year: 2002

    Kaiser Mulla-Feroze answered Ask the Expert questions for SearchCRM.com in 2002.

  • Kevin Scott, Year: 2002

    Kevin Scott, Year: 2002

    Kevin Scott answered Ask the Expert questions for SearchCRM.com in 2002.

  • Marc Ruggiano, Year: 2003

    Marc Ruggiano, Year: 2003

    Marc Ruggiano answered Ask the Expert questions for SearchCRM.com in 2003.

  • Penny Reynolds

    Penny Reynolds

    Categories:Call center software and metrics,Call center software and call center management

    As founding partner of The Call Center School, Reynolds heads up curriculum development.  She develops and teaches courses on a wide variety of call center topics, including workforce management, performance measurement, and call center technologies.

  • Zach Hofer-Shall

    Zach Hofer-Shall

    Categories:Customer experience management

    Zach Hofer-Shall is an analyst at Forrester Research serving Customer Intelligence professionals. He is a leading expert on Social Intelligence -- using insights generated from online discussion to inform marketing and business strategy.

  • Jeff Kaplan

    Jeff Kaplan

    Categories:SaaS CRM vs. CRM on premise implementations

    Jeff Kaplan is the Managing Director of THINKstrategies, the only strategic consulting firm focused entirely on the business implications of the transition of the technology industry from product-centric to services-driven solutions, including Software-as-a-Service (SaaS), Cloud Computing and Managed Services.

  • Maggie Klenke

    Maggie Klenke

    Categories:Call center software and metrics,Call center software and call center management

    Maggie Klenke specializes in professional development of call center professionals. Maggie heads up The Call Center School’s consulting and professional service division, overseeing a wide range of projects related to call center operations and workforce planning.

  • Bruce Temkin

    Bruce Temkin

    Categories:Customer experience management

    Bruce Temkin works with large organizations to help them differentiate themselves by customer experience strategies.

  • Richard Snow

    Richard Snow

    Categories:Customer experience management,Call center software and call center management

    Richard Snow  leads Ventana Research’s Customer and Contact Center Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing the contact center.

  • Jeanne Bliss

    Jeanne Bliss

    Categories:Customer experience management

    As the customer leadership executive for five large U.S. market leaders, Jeanne is passionate about the customer and redirecting priorities and creating transformational changes to the brands’ customer experience.