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PROVIDING A VALUABLE EXPERIENCE FOR CUSTOMER CENTERED INDUSTRY

 

Customer Relationship Management (CRM) is now part of the mainstream.  Customer strategy is “ordinary” and something that is a day-to-day concern for all enterprises, large or small.  The business universe has shifted its focus from the company at its center to the customer at its hub.

 

As a result, the CRM industry has matured.  More than ever, firms that do nothing but work involving the analysis and enrichment of customers abound.  CRM as an industry has not just practitioners, but vendors, integrators, management consultants, boutique specialists, evangelists, analysts, pundits, bloggers, authors and even detractors!

 

As the industry has matured, so has the customer – not just the industry’s customer but the customer that CRM was created to support.  The customer experience, formerly an art and a gut check, is now a cutting edge science that is necessary for business growth and differentiation in an era where customers are fully empowered and highly volatile.  

 

CRM Association represents the Customer Relationship Management (CRM) industry and all its constituents.  CRM represents what is now becoming an organized body of knowledge and strategy to be reckoned with.  The CRM Association aims at representing the industry as not just a purveyor of knowledge and information, but an action-oriented association that will protect and promote the interests of customer relationship management and its institutions and provide the members with the tools that it needs to enrich and improve that customer experience – be it the member’s direct customers or the customers of the members customers. 

 

Our Promises:

 

  • Represent the industry as a whole, not special interest groups within the industry
  • Provide a forum for the industry and the practitioners to interact without fear or pressure
  • Be a center for the dissemination of knowledge and information to the CRM community
  • Provide services to the community that will enhance business and careers associated with the industry
  • Provide members with both mainstream and cutting edge tools and best practices
  • Provide the important industry standards so that members can interoperate knowing the quality of what they are giving and getting
  • Represent the industry’s best interests in legislative and other activities through programs to heighten awareness and support of important issues that impact the industry

2005-2006 CRMA National Officers

 

 

President: Michael Thomas, CRM Essentials

Executive Vice President: Paul Greenberg, 56 Group

VP of Analyst Relations: Ginger Conlon, CRM Magazine

VP of Communications: Share Reeves, NetNack

VP of Marketing: Tara Scarlett, Integrative Logic

VP of Memberhship: Marsha Calfee, Net Bank

VP of Sponsorship: Paul Ward, PKWard

VP of Strategic Growth: Jason Johnson, Columbia River Group

Co-VP of Technology: Brent Leary, CRM Essentials

 

 

    President Michael Thomas, CRM Essentials

Michael W. Thomas is Co-founder and Partner of CRM Essentials LLC, a management consulting firm focused on implementing strategies and technologies affecting profitability through customer relationship management. He has over 20 years of Technology sales and management experience working for Automatic Data Processing (ADP), Oracle Corporation and Peoplesoft. He contributes a business solutions column for the Atlanta Tribune and is board member of the Technology Association of Georgia's Minority Technology Council. Michael also is on the Technology Committee of the Atlanta Business League. He is the recipient of the 2004 Most Influential CRM Leaders award from CRM Magazine.

 

  Executive Vice President Paul Greenberg, 56 Group

 

 

Our Board of Directors

Ginger Cooper, Founder and President of the Board, CRMA
Jill Dyché, Baseline Consulting
Erin Kinikin, Forrester Research
Brent Leary
, CRM Essentials
Michael Maoz, Gartner
Michael Thomas
, CRM Essentials
Bob Thompson, FrontLine Solutions

Bruce Culbert, President of Cultech


   Ginger Cooper, Founder and President of the Board, CRMA

Ginger is a freelance journalist who has been following the SFA/CRM industry for 15 years. Over her career, she has written countless magazine and newsletter articles, and authored and edited numerous books - including Beyond the Blue Sky: A Realistic Look at Sales Force Automation, The Sales Manager's Survival Guide, It's a Whole New Ball Game: Selling and Marketing Client/Server Software, Leads: The Next Generation, and more. Ginger currently sits on a number of editorial boards, received the 1997 SAA Excellence in Journalism Award, was honored in 2002 as one of the "20 Most Influential Executives in CRM" by CRM Magazine, and received the 2003 "Voice of Technology in Georgia" award from TechLinks Magazine. Her work has been featured in CRM Magazine, Forbes Magazine, Inc. Magazine, ComputerWorld, and many other business and high-tech publications. She founded the CRM Association (CRMA) in May of 2000.

   Jill Dyché, Baseline Consulting

Jill is a Partner and Co-Founder of Baseline Consulting, an integration, consulting, and staffing firm. She is responsible for establishing client strategies and conducting research in the areas of Customer Relationship Management, business intelligence, and data asset management, and delivers executive workshops in these areas. As a frequent speaker and writer on the business value of technology, Jill's work has been featured in the Wall Street Journal, The Chicago Tribune, CIO Magazine, Information Week, The Washington Times, and Computerworld. She is the author of e-Data (Addison Wesley, 2000) and her latest book, The CRM Handbook, is a bestseller. Jill has conducted seminars on customer-focused initiatives and business intelligence at the USC Marshall School, University of Georgia, and UCLA Anderson business schools, and is a board member of Baylor University's CRM MBA program. Jill serves as a judge for several industry best-practice awards, including the TDWI Leadership Award and the Intelligent Enterprise RealWare Awards. In addition to being on the board of CRMA, she serves as a panelist for CRMGuru.com and is on the editorial board of CRM2Day.

    Erin Kinikin, Forrester Research

Erin is a VP and Research Leader at Forrester Research, where she leads Forrester's Enterprise Applications team, focusing on CRM strategies and best practices. She provides primary coverage on CRM, sales and sales effectiveness, CRM integration, and enterprise application strategies. Erin's research activities cover the CRM and enterprise applications markets, including vendors such as Siebel, Oracle, E.piphany, SAP, Microsoft, PeopleSoft, and Amdocs. Client projects include establishing and validating CRM strategies, prioritizing and focusing CRM projects, building executive consensus, facilitating CRM vendor selection, and planning for project success. She also conducts product positioning and competitive reviews, and advises vendors, investors, and financial analysts on enterprise application directions and market opportunities. Erin has been a featured speaker at industry and vendor conferences on topics such as CRM metrics and customer intelligence, and she has written several articles for external publications. She has 18 years of experience in sales and marketing, including eight years of sales and sales support and six years of high-technology marketing.

   Brent Leary, CRM Essentials

Brent Leary is Co-founder and Partner of CRM Essentials LLC, a management consulting firm focused on implementing strategies and technologies affecting profitability through customer relationship management. He has over 14 years of IT and management consulting experience working on projects for PricewaterhouseCoopers, BellSouth, Compaq, the IMF and World Bank. He contributes a business solutions column for the Atlanta Tribune and is board member of the Technology Association of Georgia's Minority Technology Council. Leary earned a bachelor's in accounting from the University of Delaware and an MBA with an MIS concentration from Widener University. He is the recipient of the 2004 Most Influential CRM Leaders award from CRM Magazine.

   Michael Maoz, Gartner

Michael Maoz is a research fellow, vice president and distinguished analyst at Gartner, Inc. His research focuses on customer relationship management (CRM) and e-business, and he is the research area leader for customer service and support strategies, field service, and service management. Michael has 18 years of international experience, with 10 years working with clients in enterprise applications and integration, contact centers, field service and CRM systems, and European market dynamics. Mr. Maoz earned a bachelor's degree in European history from the University of Massachusetts and a graduate certificate in technical communications from Northeastern University.

    Michael Thomas, CRM Essentials

Michael W. Thomas is Co-founder and Partner of CRM Essentials LLC, a management consulting firm focused on implementing strategies and technologies affecting profitability through customer relationship management. He has over 20 years of Technology sales and management experience working for Automatic Data Processing (ADP), Oracle Corporation and Peoplesoft. He contributes a business solutions column for the Atlanta Tribune and is board member of the Technology Association of Georgia's Minority Technology Council. Michael also is on the Technology Committee of the Atlanta Business League. He is the recipient of the 2004 Most Influential CRM Leaders award from CRM Magazine.

   Bob Thompson, FrontLine Solutions

Bob is CEO of CustomerThink Corporation, an independent customer relationship management research and publishing firm, and Founder of CRMGuru.com, the world's largest CRM industry portal. Bob specializes in CRM strategic planning and research. Since 1998, he has researched the leading industry trends, including how CRM concepts can be applied to extended enterprise relationships such as distributors, resellers and agents. In January 2000, he launched CRMGuru.com, which has become the world's largest CRM industry portal with more than 200,000 members. He is frequently published and quoted in industry publications such as BusinessWeek, InformationWeek, and ComputerWorld and speaks at conferences and seminars worldwide. Throughout his career, Bob has advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. Before starting his firm, he had 15 years of experience in the IT industry, including positions as Business Unit Executive and IT Strategy Consultant at IBM.

 

 

   Bruce Culbert, President of Cultech

Bruce is president Cultech and currently works with venture capital firms and their portfolio companies to produce customer-driven strategies. He's the former GM of Global Services at salesforce.com and SVP and Global Practice Leader of CRM and SCM consulting at BearingPoint.  He has been called an e-Commerce visionary by Forrester Research, described as a “charismatic leader” in Information Week, and was recognized by CRM Magazine as “One of the 20 Most Influential People in CRM”. 


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