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Top Authors by Topic

These lists show CustomerThink’s Top 10 authors for the past 12 months in each of the major site topics. Rankings are based on total unique page views for blog posts and articles, as of July 31, 2014. See also top authors for past year and top authors for all time.

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

  1. Graham Hill
  2. Bob Thompson
  3. Peter Psichogios
  4. Lucie Colt
  5. Maz Iqbal
  6. Scott Brinker
  7. Josh Lowry
  8. Jeanne Bliss
  9. Gregory Yankelovich
  10. Adrian Swinscoe

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

  1. Graham Hill
  2. Flavio Martins
  3. Scott Brinker
  4. Tony Zambito
  5. Louis Foong
  6. Matt Heinz
  7. David Raab
  8. Pam Dyer
  9. David Dodd
  10. Bob Thompson

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

  1. Dave Brock
  2. Andrew Rudin
  3. Dave Kurlan
  4. Bob Thompson
  5. Jack Malcolm
  6. Josh Lowry
  7. Matt Heinz
  8. Bob Apollo
  9. Joseph Dager
  10. Jill Konrath

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

  1. Shep Hyken
  2. Tricia Morris
  3. Flavio Martins
  4. Bob Thompson
  5. Jeremy Watkin
  6. Jeff Toister
  7. Stefanie Amini
  8. Adrian Swinscoe
  9. Amy Bennet
  10. Jenny Dempsey

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Flavio Martins
  2. Tricia Morris
  3. Bob Thompson
  4. Stan Phelps
  5. Sven-Olof Husmark
  6. Jeannie Walters
  7. Colin Shaw
  8. Shep Hyken
  9. Michael Hinshaw
  10. Annette Franz Gleneicki

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

  1. Bob Thompson
  2. Tricia Morris
  3. Sean Burke
  4. Joshua Paul
  5. Steven Van Belleghem
  6. Matt Heinz
  7. Danny Brown
  8. Pam Dyer
  9. Louis Foong
  10. Vanessa DiMauro

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

  1. Bob Thompson
  2. Hutch Carpenter
  3. Stefan Lindegaard
  4. Michael Plishka
  5. Joseph Dager
  6. Robert Brands
  7. Andy Hanselman
  8. Gautam Mahajan
  9. Stan Phelps
  10. Doug Leather

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Thompson
  2. Bob Hayes, PhD
  3. Seth Grimes
  4. Louis Foong
  5. Dave Frankland
  6. Gary Angel
  7. Gregory Yankelovich
  8. Brian Kardon
  9. Emmanuel Trenche
  10. Harish Kotadia, Ph.D.

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

  1. Chuck Schaeffer
  2. Bob Thompson
  3. Scott Brinker
  4. Kate Leggett
  5. David Raab
  6. Brian Vellmure
  7. Adam Honig
  8. Kristian Gotsch
  9. Shaun Smith
  10. Peter Chase

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

  1. Bob Thompson
  2. Amy Bennet
  3. Flavio Martins
  4. Omar Zaibak
  5. Martin Hill-Wilson
  6. Matthew Storm
  7. Ann Ruckstuhl
  8. Matt McConnell
  9. Eric Camulli
  10. Stefanie Amini

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

  1. Joseph Dager
  2. Gregory Yankelovich
  3. Gopal Gureja
  4. Jaisundar Venkat
  5. Paul Anderson
  6. Amit DavÉ
  7. Doug Leather
  8. Jack Malcolm
  9. Mohamad El-Hinnawi
  10. Mike Boysen

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

  1. Graham Hill
  2. Michael Lowenstein
  3. Ian Golding
  4. Lucie Colt
  5. Flavio Martins
  6. Tricia Morris
  7. Jim Tincher
  8. Maz Iqbal
  9. Jeanne Bliss
  10. Denyse Drummond-Dunn