CRM Gurus

• Author: CRM at the Speed of Light – 3 Editions, 8 languages
• Chief Customer Officer, BPT Partners President, The 56 Group, LLC
• EVP, CRM Association
• Co-Chairman Rutgers CRM Research Center

In addition to being the author of the best-selling CRM at the Speed of Light: Essential Customer Strategies for the 21st Century Paul Greenberg is President of The 56 Group, LLC, an enterprise applications consulting services firm, focused on CRM strategic services and a founding partner of the CRM training company, BPT Partners, LLC, a training and consulting venture composed of a number of CRM luminaries that has quickly become the certification authority for the CRM industry.

Vice President – Cross Industry Business Solutions, Teradata Corp.

Ronald S. Swift is an internationally known consultant, author, luminary, and strategist in the areas of Marketing and Customer Relationship Management, Business Performance Management, Enterprise Business Intelligence, Data Warehousing, as well as Electronic Commerce.

For over 35 years, Swift has assisted hundreds of clients on six continents to achieve their strategies and goals. He has also delivered over 1000 speeches worldwide.

Principal at Hornstein Associates

Author, lecturer and consultant, Scott has worked with clients in all phases of marketing strategy, research and implementation. His customer relationship methodology emphasizes respect and trust in all forms of marketing, and promotes consensual relationships between marketers and their customers to maximize customer satisfaction, retention and lifetime value.

President, CRM Association, Atlanta Chapter

Art Hall, a Manager with Alvarez & Marsal Business Consulting in Atlanta specializes in customer management solutions. He brings deep expertise in the financial services industry, with a particular focus on retail and small business banking, loan administration, first-party credit card collections and default administration. His primary areas of concentration include: contact center transformation, service-to-sales strategies, customer on-boarding strategies and deployments, quality assurance, CRM market understanding and vendor selection.

President of Pedowitz Group

Jeff Pedowitz is President/CEO of The Pedowitz Group, a Web 2.0 marketing services firm that enables marketing and sales teams to achieve their goals through the application of strategy, execution and technology selection.The company specializes in helping B2B Marketing organizations design,automate and optimize processes that drive demand and increase revenue.

Founding Partner of The Call Center School

Maggie Klenke is a Founding Partner of The Call Center School, a Nashville, Tennessee based consulting and education company. The company provides a wide range of educational offerings for call center professionals, including traditional classroom courses, web-based seminars, and self-paced e-learning programs at the manager, supervisor, and frontline staff level. Klenke is the author of Business School Essentials for Call Center Managers, as well as other call center management books.

Chief Experience Officer of Storyminers

In the emerging field of experience design, Mike is a marketing-branding-operations-strategy visionary whose job is to see what you don't see. His gift and his passion is to learn your brand's story and then deliver customer experiences that are beyond expectations. By looking, listening, and onsite analysis, Mike can help you pinpoint precisely what it takes to deliver off-the-charts customer experience all the time.

Founding Partner of The Call Center School

Penny Reynolds is a Founding Partner of The Call Center School where she heads up curriculum development. She develops and teaches courses on a wide variety of call center topics, including workforce management, performance measurement, and call center technologies. Penny is a popular speaker at industry conferences and association meetings and a frequent contributor to industry trade publications.

President & Founder of Driva Solutions, LLC

Bill Price founded Driva Solutions, LLC in September 2001 after serving as Amazon’s first Global VP of Customer Service.

He also co-founded the 10-country LimeBridge Global Alliance to help build their clients’ customer service strategies and improve operational performance and chairs the 34-company Global Operations Council that he formed in early 2002 to share “best practices and worst experiences”.

Bill started his career with McKinsey in its San Francisco and Stockholm offices, working on what turned into In Search of Excellence; was then COO at early IVR service bureau ACP, which MCI acquired; built MCI Call Center Services’ automation, consulting, and agent outsourcing divisions; and was named one of the first Call Center Pioneers in 1997.

Director of Rhea Consulting Pte Ltd

A Director of Rhea and LimeBridge Alliance partner for 5 ½ years, Ian is an experienced customer management consultant with extensive knowledge and experience of customer management and business transformation. He has worked with clients across the world in a variety of industries, including Communications, Financial Services, Government and Oil and Gas.