This year, our panel of judges for the CRM Products of the Year awards included industry experts and thought leaders specializing in CRM, customer service, call centers and marketing. While some judges chose to remain anonymous, read on to learn more about our judging panel.
|The 2008 CRM Products of the Year judges|
Vice President & Principal Analyst, Forrester Research
William Band is a Vice President & Principal Analyst with Forrester Research. His research focuses on helping organizations establish and validate CRM strategies, prioritize and focus CRM projects, build executive consensus, facilitate CRM vendor selection and plan for project success. He is also the author of two books: Creating Value for Customers: Designing and Implementing a Total Corporate Strategy and Touchstones: Ten New Ideas Revolutionizing Business. .
Founder and President, DMG Consulting LLC
Donna Fluss is the founder and President of DMG Consulting LLC, the leading provider of contact center and analytics research, market analysis and consulting. Ms. Fluss is a recognized thought leader and innovator in contact center and real-time analytics. For over 24 years she has helped end users build world-class differentiated contact centers and vendors develop high-value solutions for the market. She is the author of the recently published book, The Real-Time Contact Center, and many leading annual industry reports, including the Contact Center Performance Management Report, the Speech Analytics Market Report, the Contact Center Surveying and Analytics Report, the Quality Management/Liability Recording Product and Market Report and many more. Donna's articles and columns are carried by publications around the world.
Vice President, Technology Research, Service and Support Professionals Association
John Ragsdale is Vice President of Technology Research for the Service and Support Professionals Association (SSPA). John drives the association's highly regarded content and research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing technology services leaders today. Prior to joining the SSPA, John was Vice President and research director for Forrester Research. John has been involved in customer service for most of his career. He managed both internal and external customer support organizations for more than 10 years for the 3rd largest retailer in the US, before moving to Silicon Valley in 1995. John has held development, product management and marketing positions at leading eService and CRM vendors, including Platinum Technology, Clarify and Nortel Networks.
Founding Partner, The Call Center School
As co-founder and Senior Partner of The Call Center School (TCCS), Penny Reynolds develops and teaches courses on a wide variety of call center topics including workforce management, recruiting/hiring/training, call center mathematics, traffic engineering, performance measurement and management, call center technologies and staff retention. She speaks at many industry conferences and association meetings, delivering more than twenty speeches and workshops each year to call center professionals. Before co-founding The Call Center School, Penny served on the faculty of Call Center University (CCU). Prior to her current role, Penny was a Senior Consultant for TCS Management Group, a company specializing in workforce management software solutions. During her ten years at CCU and TCS, Penny was involved in hundreds of call center and workforce management consulting projects working with a wide variety of call centers.
CEO & Executive Vice President of Research, Ventana Research
Mark is responsible for the overall direction of Ventana Research and drives the global research agenda covering both business and technology areas. He defined the blueprint for Performance Management as the linking together of people, processes, information and technology across organizations to drive effective results. Mark is an expert in Performance Management and Information Management with specific depth in business management across sales, marketing customer, finance, operations and IT. As an industry veteran with more than 20 years of experience, Mark worked at companies including SAP, META Group, Oracle and IRI Software before founding Ventana Research.
Vice President, CRM Practice Director, Green Beacon Solutions
Richard Smith is a founding partner of Green Beacon Solutions. He brings over a decade of experience in the high-tech market in project delivery and product management. Prior to Green Beacon Solutions, Mr. Smith worked for Breakaway Solutions as a delivery partner, managing the full-lifecycle delivery of CRM and e-commerce implementations for the financial, high-tech and Internet commerce markets, including the design and implementing of hundreds of successful CRM implementations and custom software development projects. Previously, Mr. Smith was the manager of U.S. corporate and retail product management for Dr. Solomon's software and a senior product marketing manager for ON Technology Corporation.
Vice President and Research Director, Customer and Contact Center Performance Management, Ventana Research
Richard Snow leads Ventana Research's Customer and Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing customers and their interactions throughout their lifetime and across all touch points, including the contact center. Mr. Snow conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today's highly complex application products. Mr. Snow has more than 25 years of experience working in the IT services industry and has specialized in delivering customer care and billing solutions for telecommunications operators and multi-channel contact centers in both the public and private sectors.
Strategic Contact's highly experienced consultants teamed together to participate in SearchCRM.com's Products of the Year judging. Strategic Contact is an independent consulting firm that provides unbiased, objective perspectives based on its deep experience with operations, organizations, processes and technologies. With experience at contact centers large and small, the firm helps companies plan for change and growth, evaluate new technologies and services, revamp and reorganize their operations and processes, develop outsourcing and virtual call center programs and conduct business case analysis.
Senior Analyst, Forrester Research
Suresh Vittal is a Senior Analyst at Forrester Research, where he contributes to Forrester's research for Direct Marketing professionals. Mr. Vittal's research focuses on the confluence of technology, data and analytics and the impact on marketers. Mr. Vittal has written extensively about contact optimization, inbound marketing, marketing optimization and the changing enterprise marketing software landscape. Prior to joining Forrester in 2006, Mr. Vittal spent seven years as a consultant with SPSS, where he focused on enabling marketing technologies at client companies. Prior to SPSS, Mr. Vittal worked at NetGenesis, a leading Web analytics provider, where he delivered Web analytics and measurement services to clients.
This was first published in January 2009