CRM Guru Panel

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CRM Guru Panel

The CRM Gurus are consultants specializing in specific areas of customer relationship management (CRM). They're available to help you answer questions that aren't covered elsewhere on the CRMGuru.com web site. Scroll down to enter your question and direct it to a specific Guru, but please first read their specialty areas closely. A question posed to the right guru is much more likely to result in a valuable response.

If you have a basic question about CRM, you will better be served by conducting a search of our GuruBase first.


Guru:	Donna Fluss, DMG Consulting LLC

Specialty:	Contact Center



Donna Fluss is Principal of DMG Consulting LLC, delivering customer-focused business strategy, operations and technology for both Global 2000 and emerging companies. Ms. Fluss is a recognized CRM visionary, specializing in contact centers. She is the author of the new, industry-leading 2004 Quality Management/Liability Recording Product and Market Report, widely quoted in leading business and CRM-related publications, and a highly sought after writer and speaker. She previously was a Vice President and Research Director in Gartner's CRM practice and a senior manager at Chase Manhattan Bank.


Guru:	Jill Griffin, Griffin Group

Specialty:	Customer Loyalty and Winback

	Read Jill Griffin's articles in the GuruBase

Jill Griffin is a customer loyalty and winback veteran, who began her 25-year career as a brand manager at RJR/Nabisco. Now head of consulting and research firms Griffin Group and Winback Partners, Jill is the author of the best seller Customer Loyalty: How to Earn It, How to Keep It, now in second edition (Jossey-Bass/John Wiley, 2002) and co-author of Customer Winback: How to Recapture Lost Customers and Keep Them Loyal (Jossey-Bass/John Wiley). Jill speaks internationally and lectures at University of Texas McCombs School of Business.


Guru:	Graham Hill, Sophron Partners Limited

Specialty:	Customer Value Management



Graham Hill has been at the forefront of CRM for over 15 years, working with major management consultancies and as an independent CRM consultant. His specialties include financial services, telecoms, utilities and aviation industries, and the public sector. His most recent work is in the area of Customer Value Management—helping clients optimize value creation from their CRM investments. Graham is an associate with Sophron Partners Limited, a UK-based specialist customer value management consultancy.


Guru:	Jim Dickie, Insight Technology Group

Specialty:	CRM Project Benchmarking Research

	Jim's question and answer archive

Since 1992, Jim Dickie has focused on analyzing how companies are leveraging people, process and technology to optimize customer relationships. Insight Technology Group's survey of over 2700 sales reengineering initiatives has become the benchmark for tracking the evolution of the CRM marketplace. In addition to consulting on sales excellence, Jim is also a contributing editor for CRM Magazine and the author of several books on sales optimization.


Guru:	Jill Dyché, Baseline Consulting Group

Specialty:	Customer Experience Management with CRM Analytics



Jill Dyché (pronounced Dish-ay') is partner and co-founder of Baseline Consulting Group and the author of The CRM Handbook (Addison Wesley, 2001). In her role as Partner of Baseline's management consulting practice, Jill spends most of her time delivering workshops and strategy sessions for executives considering customer-focused initiatives. She is also a frequent speaker and writer on issues related to business intelligence and analytical CRM.


Guru:	David Rance, Round UK Ltd.

Specialty:	Creating a Customer-Centric Organization



David Rance is Chairman of Round, a London-based consulting company that specializes in helping companies become customer-centric. David has a strong operations background having been customer care director of a mobile network and CEO of two software companies specialising in operator services applications. Before this David had a highly successful sales and marketing careers in IBM and Wang focused on financial services market.


Guru:	Barry Trailer, Sales Mastery, Inc.

Specialty:	Sales Process Optimization

	Barry's Q & A archive

Barry Trailer has consulted with companies with complex B2B sales for the past twenty years, and with his partners, started a software company that was acquired by FrontRange Solutions (formerly GoldMine Software Corporation). With FrontRange he served as VP of North American Sales, VP of Corporate Initiatives, and finally, acting as President of the GoldMine Division. He is now founder and president of Sales Mastery, Inc., an independent sales consultant in Colorado Springs.

Jay Curry


Guru:	Jay Curry, The Customer Marketing Institute

Specialty:	CRM for Small Businesses

	Jay's Q & A archive

Jay Curry originated "Customer Marketing", a structured methodology for implementing and profiting from CRM. Thousands of smaller businesses have adopted Customer Marketing, supported by Jay's books and tools which have appeared in six languages. His latest book, The Customer Marketing Method, is published by The Free Press. Jay is chairman of the The Customer Marketing Institute, which helps small businesses implement CRM.


Guru:	Bill Brendler, Brendler Associates Inc.

Specialty:	Organizational Change and Implementation

	Bill's Q & A archive

Bill Brendler has consulted over 100 companies and written numerous articles on ERP and CRM implementation. He helps top executives and user teams reinvent the way they work with their customers. Bill knows how to effect organizational change that integrates teams and technology with the customer.


Guru:	Mei Lin Fung, Bootstrap Alliance

Specialty:	Customer Lifetime Value (CLV)

	Mei Lin's Q & A archive

Mei Lin Fung was an early pioneer in the CRM space and was the business analyst for the first integrated sales and marketing application envisioned by Tom Siebel at Oracle in 1988. Formerly Managing Director at Wainscott Venture Partners, an IT-focused venture capital company with offices in Washington DC, New York, and the Silicon Valley, and now business partner of renowned technology visionary Douglas Engelbart, Mei Lin advocates the discipline of CLV analysis and the study of Customer Economics to achieve sustained and successful CRM investments.


Guru:	Dick Lee, High-Yield Methods

Specialty:	Customer Process Redesign

	Dick's Q & A archive

Author Dick Lee is founder and principal of High-Yield Methods, a Twin Cities-based consulting firm specializing in helping clients achieve customer-centricity through CRM and proper alignment of process and technology. Dick is the developer of the Visual Workflow approach to business process improvement. You may reach him at dlee@h-ym.com.


Guru:	Naras Eechambadi, Ph.D., Quaero Corp.

Specialty:	Enterprise Marketing Automation, Marketing Effectiveness, Outsourced Solutions

	Naras's Q & A archive

Naras Eechambadi is the Founder and CEO of Quaero Corporation. Quaero helps marketing organizations grow market share and accelerate revenue performance by leveraging a unique combination of innovative ideas, best practices and proven technologies. Quaero serves leading companies in financial services, publishing, pharmaceuticals, travel and leisure, high technology and retail, providing consulting solutions for CRM initiatives, marketing automation and marketing effectiveness, turnkey and outsourcing services. Before starting Quaero, Naras built the Knowledge Based Marketing division at First Union Corporation.


Guru:	Jim Barnes, Bristol Group, Inc.

Specialty:	Customer Relationship Strategy and Measurement

	Jim's Q & A archive

Jim Barnes approaches CRM from the customer's perspective, with the recognition that successful CRM strategies must create genuine customer relationships rather than mere transactional or functional relationships. He has developed measurement tools that monitor the state of customer relationships and demonstrate the payback achievable by strengthening them. His most recent book, Secrets of Customer Relationship Management (McGraw-Hill Trade, 2000), is garnering international accolades for its beyond-technology focus on customer relationships.


Guru:	Sampson Lee, GreaterChinaCRM.org

Specialty:	CRM in China

	Sampson's Q & A archive

Sampson Lee is the Founder and President of GreaterChinaCRM.org, the first bilingual CRM portal to focus on Greater China—Mainland China, Hong Kong, and Taiwan. The site's purpose is to share the global experiences of CRM experts and the development status of CRM in Greater China. Sampson is an experienced sales and marketing professional in multiple industries, including telecommunications and Information Technology in China and Hong Kong.


Guru:	S. Premkumar, Formerly of Fugen Information Technology Limited

Specialty:	CRM in India, Efficient Customer Touch Points

	S. Premkumar's Q & A archive

S. Premkumar, Founder & CEO of FUGEN Information Technology Ltd is leading the CRM thought process in India by consulting for leading companies. A hands on Sales, Marketing and Service Person for 20 Years his CRM Strategy is built around augmenting productivity in all customer touch points and leveraging the mass of data from this interactivity to strengthen Customer relationships.


Guru:	Jim Sterne, Target Marketing of Santa Barbara

Specialty:	Effective Online Sales and Customer Service



Jim Sterne produced the world's first "Marketing on the Internet" seminar series in 1994. Today Stern's an internationally known speaker on electronic marketing and customer interaction. He focuses on measuring the value of a web site as a medium for creating and strengthening customer relationships, and has written five books, including Web Metrics; Proven Methods for Measuring Web Site Success, World Wide Web Marketing, 3rd Edition, Customer Service on the Internet, 2nd Edition, and E-Mail Marketing.


Guru:	Paul Greenberg, The 56 Group, LLC

Specialty:	CRM Industry Trends and Vendor Selection



Paul Greenberg is author of CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time (McGraw-Hill Osborne Media, 2001, now in six languages), and President of The 56 Group, LLC, an enterprise applications consulting firm, focused on CRM services including go-to-market strategies for vendors and integrators, implementation strategies, and vendor selection.


Guru:	Marco Deveglia, CRM Group

Specialty:	Marketing-CRM Integration and CRM in Italy



Marco Deveglia has worked in marketing communications since 1990, both inside international advertising agencies and as a consultant on the integration of traditional and digital marketing. In 2001 he founded the CRM Group, group of affiliate professionals offering CRM consulting and services to Italian companies. Currently, he is supervising the CRM unit of iLeo, the digital-relationship marketing agency of Leo Burnett Group.

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