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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 June 30, 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. Bill Hogg
  4. Bob Thompson
  5. Lynn Hunsaker
  6. Michael Lowenstein
  7. Shaun Smith
  8. Christine Crandell
  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. Larisa Bedgood
  5. Ernan Roman
  6. Denyse Drummond-Dunn
  7. Christopher Ryan
  8. Scott Brinker
  9. Tony Zambito
  10. Derek Edmond

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

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

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

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

Customer Experience: Differentiated experiences, feedback management, emotional response

  1. Ian Golding
  2. Lynn Hunsaker
  3. Steve Offsey
  4. Sven-Olof Husmark
  5. Michael Hinshaw
  6. Bob Thompson
  7. Annette Franz Gleneicki
  8. Jeanne Bliss
  9. Michael Lowenstein
  10. Bill Price

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

  1. Vanessa DiMauro
  2. Michael Gibson
  3. Ernan Roman
  4. Jeff Toister
  5. Dateme Tamuno
  6. Kristina Jaramillo
  7. Natalie Petouhoff
  8. Mike Ciccolella
  9. Rick Delgado
  10. Flavio Martins

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

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

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Hayes
  2. Andrew Lamrock
  3. Rick Delgado
  4. Larisa Bedgood
  5. Paco Darcey
  6. John Georgesen
  7. Jeanne Landau
  8. Gary Angel
  9. Akin Arikan
  10. Gautam Mahajan

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

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

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. Anna Warchol
  6. Jeanne Landau
  7. Jim Rembach
  8. David Ford
  9. Mckay Bird
  10. Patty Isnor

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

  1. Michael Lowenstein
  2. Denyse Drummond-Dunn
  3. Gautam Mahajan
  4. Bill Price
  5. Colin Shaw
  6. Larry Alton
  7. Bryan Pearson
  8. Ernan Roman
  9. Ian Golding
  10. Jean-Francois Damais