Top

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 September 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. Lynn Hunsaker
  3. Jeanne Bliss
  4. Bill Hogg
  5. Bob Thompson
  6. Peter Landau
  7. Christine Crandell
  8. Adrian Swinscoe
  9. Shaun Smith
  10. Robert Brands

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

  1. David Dodd
  2. Louis Foong
  3. David Raab
  4. Larisa Bedgood
  5. Denyse Drummond-Dunn
  6. Susan Smith
  7. Ernan Roman
  8. Christopher Ryan
  9. AJ Agrawal
  10. Tony Zambito

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 Stein
  7. Matt Heinz
  8. Doug Dvorak
  9. Jill Konrath
  10. Dave Kurlan

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

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

Customer Experience: Differentiated experiences, feedback management, emotional response

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

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

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

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

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

Customer Analytics: Text mining, speech analytics, predictive analytics

  1. Bob Hayes
  2. Rick Delgado
  3. Jeanne Landau
  4. Larisa Bedgood
  5. Paco Darcey
  6. Akin Arikan
  7. Gary Angel
  8. Rohit Yadav
  9. John Georgesen
  10. Lori Wagoner

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. Donna Peeples
  6. Scott Brinker
  7. Bob Hayes
  8. Alessandra Ceresa
  9. Natalie Petouhoff
  10. Manash Chaudhuri

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

  1. Nicolina Savelli
  2. Joshua Feast
  3. Jeff Toister
  4. Jeanne Landau
  5. Anna Warchol
  6. Patty Isnor
  7. Jim Rembach
  8. Arvind Rongala
  9. Mckay Bird
  10. Caren Burns

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. Colin Shaw
  5. Bryan Pearson
  6. Ernan Roman
  7. Larry Alton
  8. Jean-Francois Damais
  9. Mary Murcott
  10. Shep Hyken