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Top Authors by Topic

These lists show CustomerThink’s Top 10 authors for the past 12 months in the top 10 site topics. Rankings are based on total page views for blog posts and articles, as of March 31, 2016. See also top authors for past year.

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

  1. Ian Golding
  2. Jeanne Bliss
  3. Bob Thompson
  4. Bill Hogg
  5. Michael Lowenstein
  6. Shaun Smith
  7. Christine Crandell
  8. Maz Iqbal
  9. Adrian Swinscoe
  10. Robert Brands

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

  1. Louis Foong
  2. David Dodd
  3. David Raab
  4. Ernan Roman
  5. Christopher Ryan
  6. Scott Brinker
  7. Derek Edmond
  8. Tony Zambito
  9. Christine Crandell
  10. Larisa Bedgood

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

  1. Bob Apollo
  2. Dave Brock
  3. Andrew Rudin
  4. Adam Honig
  5. Janet Spirer
  6. Jill Konrath
  7. Matt Heinz
  8. Dave Kurlan
  9. Richard Ruff
  10. Louis Foong

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

  1. Melissa Thompson
  2. Richard Shapiro
  3. Jeff Toister
  4. Flavio Martins
  5. Gigi Peccolo
  6. Tricia Morris
  7. Shep Hyken
  8. Ian Golding
  9. Shaun Belding
  10. Jeremy Watkin

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Lynn Hunsaker
  2. Ian Golding
  3. Sven-Olof Husmark
  4. Michael Hinshaw
  5. Jim Tincher
  6. Annette Franz Gleneicki
  7. Bob Thompson
  8. Flavio Martins
  9. Colin Shaw
  10. Jeanne Bliss

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

  1. Vanessa DiMauro
  2. Michael Gibson
  3. Ernan Roman
  4. Dateme Tamuno
  5. Flavio Martins
  6. Alan See
  7. Rick Delgado
  8. Eric Enge
  9. Mike Ciccolella
  10. Ekaterina Walter

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

  1. Jenny Dempsey
  2. Stefan Lindegaard
  3. Bob Thompson
  4. Robert Brands
  5. Chris Thomason
  6. Tony Ulwick
  7. Michael Hinshaw
  8. Annette Franz Gleneicki
  9. Brian Walker
  10. Chuck Schaeffer

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Hayes
  2. Andrew Lamrock
  3. Rick Delgado
  4. John Georgesen
  5. Jeanne Landau
  6. Akin Arikan
  7. Gary Angel
  8. Ian Michiels
  9. Larisa Bedgood
  10. Lori Wagoner

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

  1. David Raab
  2. Chuck Schaeffer
  3. Kate Leggett
  4. Scott Brinker
  5. Gigi Peccolo
  6. Manash Chaudhuri
  7. Natalie Petouhoff
  8. Chirag Shivalker
  9. Luke Russell
  10. Bob Hayes

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

  1. Andrew Lamrock
  2. Nicolina Savelli
  3. Joshua Feast
  4. Jeff Toister
  5. Mckay Bird
  6. Jeanne Landau
  7. Anna Warchol
  8. David Ford
  9. Jim Rembach
  10. Patty Isnor

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

  1. Michael Lowenstein
  2. Gautam Mahajan
  3. Bryan Pearson
  4. Bill Price
  5. Colin Shaw
  6. Ian Golding
  7. Anand Srinivasan
  8. Larry Alton
  9. Ernan Roman
  10. Bob Thompson