Top

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 Nov. 30, 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. Lucie Colt
  4. Maz Iqbal
  5. Jeanne Bliss
  6. Scott Brinker
  7. Josh Lowry
  8. Ian Golding
  9. Colin Shaw
  10. Jeremy Watkin

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

  1. Louis Foong
  2. Scott Brinker
  3. Ian Michiels
  4. Flavio Martins
  5. Tony Zambito
  6. David Raab
  7. David Dodd
  8. Matt Heinz
  9. Ernan Roman
  10. Derek Edmond

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

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

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

  1. Tricia Morris
  2. Jeff Toister
  3. Shep Hyken
  4. Flavio Martins
  5. Jeremy Watkin
  6. Bob Thompson
  7. Richard Shapiro
  8. Brian Smith
  9. Alleli Aspili
  10. Jenny Dempsey

Customer Experience: Differentiated experiences, feedback management, emotional response

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

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

  1. Vanessa DiMauro
  2. Joshua Paul
  3. Sean Burke
  4. Louis Foong
  5. Pam Dyer
  6. Jeff Toister
  7. Dateme Tamuno
  8. Matt Heinz
  9. Ian Golding
  10. Danny Brown

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

  1. Stefan Lindegaard
  2. Hutch Carpenter
  3. Joseph Dager
  4. Mike Boysen
  5. Jeannie Walters
  6. Mukesh Gupta
  7. Robert Brands
  8. Chip Bell
  9. Michael Plishka
  10. Lance Bettencourt

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Thompson
  2. Seth Grimes
  3. Rick Delgado
  4. Bob Hayes, PhD
  5. Ian Michiels
  6. Joseph Pigato
  7. Michael Lowenstein
  8. Gary Angel
  9. Hansen Menezes
  10. Adrian Swinscoe

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

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

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

  1. Bob Thompson
  2. Alleli Aspili
  3. Flavio Martins
  4. Bruce Belfiore
  5. Matthew Storm
  6. David Miller
  7. Alicia Gray
  8. Jeanne Landau
  9. Joanna Jones
  10. Martin Hill-Wilson

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

  1. Joseph Dager
  2. Paul Anderson
  3. Mohamad El-Hinnawi
  4. Janne Ohtonen
  5. Doug Leather
  6. Alison Bond
  7. Jaisundar Venkat
  8. Mike Boysen
  9. Drew Zarges
  10. Shaun Belding

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

  1. Michael Lowenstein
  2. Bob Thompson
  3. Annette Franz Gleneicki
  4. Lucie Colt
  5. Bryan Pearson
  6. Maz Iqbal
  7. Flavio Martins
  8. Graham Hill
  9. Andy Hanselman
  10. Shep Hyken