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

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

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

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

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

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

  1. Tricia Morris
  2. Shep Hyken
  3. Bob Thompson
  4. Flavio Martins
  5. Jeff Toister
  6. Jeremy Watkin
  7. Amy Bennet
  8. Brian Smith
  9. Jeff Shjarback
  10. Kate Leggett

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Flavio Martins
  2. Sven-Olof Husmark
  3. Bob Thompson
  4. Tricia Morris
  5. Jeannie Walters
  6. Colin Shaw
  7. Lynn Hunsaker
  8. Ian Golding
  9. Michael Lowenstein
  10. Stan Phelps

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

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

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

  1. Bob Thompson
  2. Stefan Lindegaard
  3. Hutch Carpenter
  4. Joseph Dager
  5. Robert Brands
  6. Michael Plishka
  7. Jeannie Walters
  8. Mike Boysen
  9. Gautam Mahajan
  10. Mukesh Gupta

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Thompson
  2. Seth Grimes
  3. Bob Hayes, PhD
  4. Rick Delgado
  5. Ian Michiels
  6. Louis Foong
  7. Gary Angel
  8. Joseph Pigato
  9. Dave Frankland
  10. Michael Lowenstein

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

  1. Bob Thompson
  2. Chuck Schaeffer
  3. Kate Leggett
  4. David Raab
  5. Scott Brinker
  6. Ian Michiels
  7. Paul Anderson
  8. Brian Vellmure
  9. Shaun Smith
  10. Meredith Flynn-Ripley

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

  1. Amy Bennet
  2. Bob Thompson
  3. Flavio Martins
  4. Omar Zaibak
  5. Matthew Storm
  6. Martin Hill-Wilson
  7. Bruce Belfiore
  8. Ann Ruckstuhl
  9. Matt McConnell
  10. Jeanne Landau

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

  1. Joseph Dager
  2. Gregory Yankelovich
  3. Paul Anderson
  4. Mohamad El-Hinnawi
  5. Doug Leather
  6. Jack Malcolm
  7. Perry Kuklin
  8. Jim Tincher
  9. Jaisundar Venkat

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

  1. Michael Lowenstein
  2. Ian Golding
  3. Bob Thompson
  4. Tricia Morris
  5. Lucie Colt
  6. Annette Franz Gleneicki
  7. Bryan Pearson
  8. Maz Iqbal
  9. Graham Hill
  10. Denyse Drummond-Dunn