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Meet the 2009 CRM Products of the Year judges

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, marketing and the call center. While some judges chose to remain anonymous, read on to learn more about our judging panel.

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 2009 CRM Products of the Year judges  



Strategic Contact

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 objective perspectives based on its deep experience in contact centers large and small. The firm helps companies plan for change and growth, assess current environments, develop strategies, evaluate and implement new technologies, develop outsourced and virtualized center configurations, and conduct business case analysis.




John Ragsdale
Vice President, Technology Research, Service and Support Professionals Association

John Ragsdale is the vice president of technology research for the Technology Services Industry Association (TSIA), where he leverages his expertise on CRM, customer service processes and technology, and emerging social media channels. This is Ragsdale’s 23rd year in the service and support industry. He started his career as a tech support engineer in the 80s, moved to Silicon Valley in the startup days of CRM and eService for innovative vendors like Answer Systems and Clarify. In 2001, Ragsdale made the leap from vendor to analyst, working for Giga Information Group and Forrester Research before moving to the TSIA (then SSPA) in 2006.




Mark Smith
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 Information Management and Performance Management as the linking together of people, processes, information and technology across organizations to drive effective results. Mark is an expert in technology for business from Performance Management, Business Intelligence, Analytics to Information Management across finance, operations and IT. As an industry veteran with more than 22 years of experience, Mark worked at companies including SAP, META Group, Oracle and IRI Software before founding Ventana Research.  He has experience across major industries including banking, consumer products, food and beverage, insurance, manufacturing, pharmaceutical and retail and consumer services.

Contact him at mark.smith@ventanaresearch.com.



Richard Snow
Vice President and Research Director, Customer and Contact Center Performance Management, Ventana Research

Richard 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 their customers, throughout their lifetime and across all touch points, including the contact center. He 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. Richard has more than 25 years experience working in the IT services industry, including service with eLoyalty, Price Waterhouse, Sema Group  and Valoris. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors.  Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors.



Paul Greenberg
President of The 56 Group, LLC

In addition to being the author of the best-selling CRM at the Speed of Light, Paul Greenberg is President of The 56 Group, LLC, a customer strategy consulting firm, focused on cutting edge CRM and Social CRM strategic services. He is a founding partner of the CRM training company, BPT Partners, LLC, a training and consulting venture composed of a number of CRM luminaries that has quickly become the certification authority for the CRM industry. Paul is the Executive Vice President of the CRM Association. He is a Board of Advisors member of the Baylor University MBA Program for CRM majors, a unique national program. He is a core member of the Board of Advisors for the Center for American Progress, the leading policy think tank in Washington D.C. He was also the co-chairman of Rutgers University’s CRM Research Center. He is a member of the Destination CRM Board of Experts and the SearchCRM Expert Advisory Panel as well as a member of the Board of Advisors for GreaterChinaCEM for many years among many others.

Currently, Paul lives in Manassas, Virginia with his wife and five (yes five!) cats. To reach Paul, please e-mail him at paul-greenberg3@comcast.net.  You can follow him at Twitter at http://www.twitter.com/pgreenbe or join up with him on LinkedIn or Facebook.


Denis Pombriant
Founder and managing principal of Beagle Research Group, LLC

Denis Pombriant is the founder and managing principal of Beagle Research Group, LLC.  His research and other work is published regularly at Search CRM and other properties.  Pombriant has covered CRM, SaaS, social CRM and other topics for ten years.  His new book, "Hello, Ladies! Dispatches from the Social CRM Frontier" will be published shortly and he is at work on another book on the future of the CRM industry.


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