This year, SearchCRM.com's distinguished panel of judges for the CRM Products of the Year awards program included experts and thought leaders specializing in enterprise and midmarket CRM, call center and customer service and marketing, as well as SearchCRM.com editors. While some of our judges choose to remain anonymous, read below to learn more about some of the judges on the panel.
|The 2007 CRM Products of the Year judges|
Vice President and Principal Analyst, Forrester Research
William Band is a member of the business process platform applications team at Forrester Research. His research area includes CRM enterprise suites, cross-enterprise strategy, readiness and deployment. Mr. Band's client projects include establishing and validating CRM strategies, prioritizing and focusing CRM projects, building executive consensus, facilitating CRM vendor selection and planning for project success. Mr. Band is 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.
Director, Enterprise Research, The Yankee Group
Sheryl Kingstone is the director of Yankee Group's Enterprise Research group with an expertise in customer centric strategies. Ms. Kingstone's research helps business improve sales effectiveness, customer loyalty and acquisition. Ms. Kingstone is a well-known industry analyst in the CRM market, with more than 18 years in the high-technology market. She has extensive speaking experience at conferences and seminars, is quoted in many business and industry journals and provides notable consulting experience with Fortune 1000 companies. Before joining Yankee Group, she consulted with a number of enterprise software companies in the areas of B2B e-commerce, CRM, e-services and internet infrastructure on company and product positioning, acquisitions and IPO strategies for Blanc & Otus. Prior to this, she worked at DataMirror and Praxis International, launching market making new products in the enterprise data replication, transformation and database software market.
Program Manager, Customer-Centric Strategies, The Yankee Group
Ken Landoline is Program Manager of Customer-Centric Strategies at Yankee Group. Prior to joining Yankee Group, Mr. Landoline was an analyst with Robert Frances Group and Giga Information Group (now Forrester Research), where he developed voice telephony services and created industry-leading research on voice and data convergence and technology evolution in the telecommunications marketplace. Prior to Giga Information Group, Mr. Landoline spent 20 years holding a variety of management positions in the telecommunications industry. Mr. Landoline is an often-quoted analyst in business and telecommunications journals and a frequent speaker at telecommunications industry events.
Vice President, SMB Insights and Business Solutions, Access Markets International Partners, Inc.
Laurie McCabe is Vice President for SMB Insights and Business Solutions at Access Markets International (AMI) Partners, Inc. Ms. McCabe has more than 20 years of experience in both IT vendor firms and research companies. Her specific areas of expertise include helping vendors assess and improve market and channel strategies and execution capabilities for the SMB business solutions market and the evolution and impact of the on-demand, SaaS model and its impact on traditional software models. Prior to joining AMI-Partners, Ms. McCabe was a Vice President at Summit Strategies, where she managed several practice areas. Ms. McCabe also spent nine years at Digital Equipment, and in her last role was Director of Market and Competitive Intelligence for the firm's Personal Computing division.
Vice President, Research, Service and Support Professionals Association
John Ragsdale is Vice President of Research for the Service and Support Professionals Association (SSPA). Mr. Ragsdale 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 to enable them to better plan and execute their service strategies. Prior to joining the SSPA, Mr. Ragsdale was Vice President and Research Director for Forrester Research. Mr. Ragsdale has been involved in customer service for most of his career. He worked for J.C. Penney for more than 10 years, managing both internal and external customer support organizations. Mr. Ragsdale has also held product management and marketing positions at eService and CRM vendors.
Founding Partner, The Call Center School
Penny Reynolds is a founding partner of The Call Center School where she heads up curriculum development. Ms. Reynolds develops and teaches courses on a wide variety of call center topics, including workforce management, performance measurement and call center technologies. Ms. Reynolds is a popular speaker at industry conferences and association meetings and a frequent contributor to industry trade publications. She is the author of several books, including Call Center Staffing: The Practical Guide to Workforce Management, Business School Essentials for Call Center Leaders, Call Center Supervision: The Complete Guide to Managing Frontline Staff and The Power of One. She has also co-authored five textbooks for the University of Phoenix's call center certification program. Ms. Reynolds was one of the first recipients of Call Center Magazine's prestigious Call Center Pioneer award.
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.
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.