Satmetrix Appoints Industry Veteran Deborah Eastman as Chief Marketing Officer


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Former CMO John Abraham to Lead New Net Promoter® Business Unit, Varghese George to Take On Expanded Role as CTO and VP of Products

Foster City, Calif. – July 17, 2007 – Satmetrix, the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty, announced today the appointment of Deborah Eastman as Chief Marketing Officer (CMO). The company also announced the creation of a new line of business responsible for continued development of the Net Promoter® market. Former CMO John Abraham will lead this new business unit as General Manager. Additionally, Varghese George has taken on an expanded role as Chief Technology Officer (CTO) to include product management, driving all aspects of the company’s technology innovation.

“Following a record year for the company, we are continuing to invest in our executive team to support new growth opportunities,” said Richard Owen, CEO of Satmetrix. “Deborah brings a wealth of relevant expertise in customer experience management, as well a track record of supporting customer success. I am confident that her appointment will enhance our mission to create loyal customers with the world’s leading companies.”

Prior to joining Satmetrix, Eastman was Managing Principal of Windward Solutions, a consulting firm helping business-to-business marketing organizations define and deliver on their brand promise. Previously, she served as Executive Vice President of Sales and Marketing and Chief Marketing Officer for Biz360, an information systems company providing Market Intelligence to marketing executives. Before Biz360, Eastman served as a Vice President at BearingPoint (formerly KPMG Consulting) where she held a number of leadership positions including marketing, global accounts, and strategic partnership development and where she worked with Satmetrix as a pioneering user of the company’s solutions. In 2000, Consulting Magazine named Eastman one of the top consultants of the year for her efforts in building a partnership with Cisco Systems that generated a $1 billion investment and delivered several innovative Internet-based solutions.

“Over the last few years I have had the opportunity to get to know the management team and see first-hand how Satmetrix can help companies create loyal customers,” said Deborah Eastman, CMO of Satmetrix. “As a former Satmetrix client, I am in a great position to help our customers succeed and to accelerate growth by defining, communicating, and delivering on our brand promise.”

As part of the management changes, John Abraham will take on responsibility for building and nurturing the rapidly-growing Net Promoter community through best practice exchange, training & certification programs and other services. The new Net Promoter business unit will continue to manage the online community, while expanding the breadth of information, product, and service offerings to support adoption and use of Net Promoter in the business community.

“There is little doubt that Net Promoter is a disruptive innovation in our marketplace,” said John Abraham, General Manager of the new Net Promoter business unit. “In the last year, Net Promoter has been recognized by leading executives worldwide as a fresh new approach to drive profitable growth by focusing on the customer. We have seen the first Net Promoter conferences sell out in New York and London and the number of subscribers to has tripled in the last year. I am excited to lead our efforts to help these companies understand and implement best practices around Net Promoter.”

Additionally, as part of the executive team changes, Satmetrix CTO Varghese George expands his responsibilities to include product management and will now have complete responsibility for technology innovation and delivering against the company’s product roadmap.

About Net Promoter
Net Promoter is taking the business community by storm. It is a simple way to determine the value of your customer relationships, and predict a company’s ability to grow. Co-developed by Satmetrix and Fred Reichheld, noted loyalty expert and Bain and Company Fellow, Net Promoter measures customer experience using a simple and radical question: Would you recommend us to a friend or colleague? It allows companies to track promoters and detractors and produces a key metric to indicate a company’s ability to grow by measuring an organization’s performance in its customers’ eyes. For more information about Net Promoter please visit:

About Satmetrix
Satmetrix is the leading global provider of on-demand software applications and consulting services to measurably improve customer loyalty. The company’s solutions support enterprise-level deployments to gather trustworthy data on customer experience, derive actionable insights, and integrate this information into the daily work flow of employees throughout the organization. The company has deployed more than 700 enterprise solutions in 40 languages. For more information visit, or call 1-650-227-8300 in the US or +44 (0) 208-846-8220 in the UK and Europe.

The following are trademarks of Satmetrix Systems, Inc.: Satmetrix, Satmetrix Systems. Net Promoter is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

For more information contact:

Janine Kromhout
Satmetrix Systems
[email protected]

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