Who’s Who in Customer Relationship Management?
Transcript of Who’s Who in Customer Relationship Management?
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Who’s Who in CustomerRelationship Management?Influential Voices & Brands
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Contents
“Who’s Who” Introduction Customer Relationship Management IntroductionBrand EmployeesPersonas
Social AmplifiersEvent SpeakersKey Opinion Leaders
RolesAnalystsJournalists
SectorsCustomer Experience (CX)Enterprise Resource Planning (ERP)
BrandsCRM VendorsResources & Publications
Methodology
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“Who’s Who” Introduction
Onalytica has been creating Top 100 Influencer lists for the past 10 years, connecting brands with influencer communities. The marketplace is now looking to understand who is influential beyond Twitter social amplifiers. Over recent years there have been more and more companies producing lists based on Twitter followers. We want to break away from that.
Each Who’s Who report will provide you with the top Social Influencers, Content Creators, Event Speakers, Industry Analysts, Brand Employees, Brands and Publications across individual topics such as AI, Climate Change, The Future of Work, FinTech, Energy Policy, Obesity, etc.
The influential experts are selected using Onalytica’s 4 Rs methodology (Reach, Resonance, Relevance and Reference). Quantitative data is pulled through LinkedIn, Twitter, Personal Blogs, YouTube, Podcast, and Forbes channels, and our qualitative data is pulled by our insights and analytics team, capturing offline influence.
All the influential experts featured are categorised by influencer persona, the sector they work in, their role within that sector, and more from our curated database of 1m+ influencers.
We are striving for this report to be a One-Stop Shop for the Movers & Shakers of the industry so any feedback to further improve the lists is always gratefully received.
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Customer Relationship Management (CRM)Introduction
Customer Relationship Management (CRM) is utilised by companies to analyse and manage customer interactions and data. CRM systems collate customer data across a variety of channels, as well as points of contact, between the company and the customer, which allows the former to access not only personal information like telephone numbers and emails but also purchase history and buying preferences.
While CRM software is a tool to consolidate customer information into one single database, its use cases have only increased over the years. Having a recorded history of a customer’s journey gives way for a better and more personal customer service. Moreover, businesses can use customer’s interaction and history insights to identify trends through reporting as well as visualisation features.
Benefits to CRM software are many: it allows sales teams to understand their pipeline better; marketing teams can use it to make forecasting easier and more accurate; customer services teams are able to track conversations across many different channels; HR teams can track employee performance as well as speed up the recruitment process.
This Who’s Who report aims to provide you with a varied sample of people discussing and creating content around CRM online. From analysts, event speakers to industry practitioners as well as people who are discussing important topics such as customer experience (CX) and enterprise resource planning (ERP).
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Brand Employees & Industry Practitioners
Listed below is a sample of influential voices from Enterprise brands. These people are prominent voices within the industry, and drive awareness & engagement for their employers around CRM.
Marc BenioffSalesforceChair & CEO
Clint OramSugarCRMCo-Founder & Chief Strategy Officer
David BeardSageCRM Principal
Alan BerksonFreshworksGlobal Director of Community Outreach / Analyst Relations
Anna SabryanOracleSnr Product Manager, Social Strategy and Programming
Beth BurrellMicrosoftSr Global Dynamics Customer Success Strategist
Jan MatthesSAPCloud ERP: Head of Product Management SME Cloud ERP
Alan LepofskySalesforceVP Customer Advocacy
Jean-Claude HaupfleischMicrosoftDynamics CRM Account Manager
Michaela UnderdahlNimbleSenior Community Manager
Richard YoungSalesforceRVP Sales
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Social Amplifiers
Personas
This sample of people create and share content on CRM on LinkedIn & Twitter and they generate high social engagement.
Rebecca WettemannValoirPrincipal
Jesús HoyosCX2AdvisoryPrincipal Consultant
Nico Zornsaphiron GmbHExecutive Director
Anshu SharmaSkyflowCo-Founder & CEO
Alan BerksonFreshworksGlobal Director of Community Outreach/Analyst Relations
Ivan WainewrightIndependentDatabase Consultant & Project Manager
Markus GrutzeckGrutzeck-Software GmbHOwner
Paul GreenbergThe 56 Group, LLCManaging Principal
Alexander Hansalblacksheep IT consultingFounder & CEO
Marshall LagerG2Research Principal
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Social Amplifiers Ctd.
Josh WeinbergerTrylonicPrincipal
Piyush SinghalHIC Global SolutionsCo-Founder & CRM Consultant
Evan KirsteleViRa HealthChief Digital Evangelist & Co-Founder
Philippe WeickmannSocial Selling CRMPrincipal CEO
Anthony RochandLes Experts du WebCEO & Co-Founder
R Ray WangConstellation Research Principal Analyst, Founder & Chairman
Ivana TaylorDIY MarketersMarketing Expert & Strategist
James TownsendInfoStratVice President
Peter CaputaDataboxCEO
Peter WolfAzamba Consulting GroupPresident
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Event Speakers
Below is a list of people who are keynote speakers on CRM or have spoken on this topics over the past few years.
Barton GoldenbergISM, IncFounder & President
Brent LearyCRM EssentialsOwner
Sebastian Amtageb.telligentManaging Director
Paul GreenbergThe 56 Group, LLCManaging Principal
Markus WuebbenCrossEngageFounder & Managing Director
Rick McCutcheonFull Contact SellingPresident
Jan HinricksFinanceScout24Managing Director
Danny EstradaIntrohiveDirector, Enterprise Solutions
Denis PombriantBeagle Research Group LLCManaging Principal
Lara SchneidewindaudibeneHead of CRM, Tech
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Industry KOLs
Bob ThompsonCustomerThink CorpPresident and CEO
Thomas WieberneitaheadCRMCo-Founder
Brent LearyCRM EssentialsOwner
Eric KimberlingThird Stage Consulting GroupCEO and Founder
Jon FerraraNimbleFounder & CEO
Rebecca WettemannValoirPrincipal
Jukka NiiranenForward ForeverPower Platform Advisor, Co-Founder
Danny EstradaIntrohiveDirector, Enterprise Solutions
Below are 12 Key Opinion Leaders discussing CRM online. These Industry KOLs have a high degree of topical authority and relevant audiences online.
Paul GreenbergThe 56 Group, LLCManaging Principal
Peter LaversCustomer AttunedDirector
Gene MarksThe Marks GroupPresident
Richard BohnSell More NowPresident
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Analysts
Roles
Adnan ZijadicGartnerSenior Principal Analyst
Mary WardleyIDCVP, CRM Applications
Kate LeggettForresterVP & Principal Analyst
Richard BohnSell More NowPresident
Nicole FranceConstellation ResearchVP & Principal Analyst
Rebecca WettemannValoirPrincipal
Daniel NewmanFuturum Research + AnalysisPrincipal Analyst & Founding Partner
Tad TravisGartnerCo-Chief of Research for Gartner IT Leader Applications
Denis PombriantBeagle Research Group LLCManaging Principal
Marshall LagerG2Research Principal
Here is a sample of analysts who are visible on LinkedIn/Twitter. These experts share and discuss topics relevant to CRM.
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Journalists & Contributors
The people listed below are a sample of editors, journalists & contributors who represent media publications, work freelance or contribute to publications. They publish lots of relevant content on CRM.
William JepmaSolutions ReviewContent Editor & Writer: ERP & CRM
Steve BrooksSynonym AdvisorySenior Analyst
Don FluckingerTechTargetSenior News Writer
Chuck SchaefferTesla NanoCoatings, IncDirector Board of Directors
Jim DickieSales MasteryResearch Fellow
Phil BrittS&P Enterprises IncOwner
Gene MarksThe Marks GroupPresident
Paul GreenbergThe 56 Group, LLCManaging Principal
Ginger ConlonGenesys Thought Leadership Director
Jesús HoyosCX2AdvisoryPrincipal Consultant
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Customer Experience (CX)
CX plays a large role within CRM as a whole. Below we’ve listed a sample of people driving the CX conversation.
Peter LaversCustomer AttunedDirector
Jeremy WatkinNumberBarnDirector of CX & Support
Stephanie ThumPractical CXFounding Principal
Mike AokiReflective Keynotes IncPresident
Remco StolpCapgemini NederlandEnterprise Architect - Digital CX
Annette FranzCX Journey IncFounder & CEO
Russel LolacherBC Public ServiceDirector of Web & Social Media Services
Patrice Le FollOrange Business ServicesHead of Customer Value & Success - Digital Experience
Dennis WakabayaskiRR DonnelleyVP Customer Experience Solutions
Bill Quisengbillquiseng.comChief Experience Officer
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Customer Experience (CX) Ctd.
Bob ThompsonCustomerThink Corp.President & CEO
Jesús HoyosCX2AdvisoryPrincipal Consultant
Kate LeggettForresterVP & Principal Analyst
Thomas WieberneitaheadCRMCo-Founder
Alan BerksonFreshworksGlobal Director of Community Outreach, Analyst Relations
Anna SabryanOracleSenior Product Manager, Social Strategy and Programming
Shep HykenShepard Presentations, LLCCustomer Experience Expert
Chad HorenfeldtKustomerDirector, Customer Success
Esteban KolskySAPChief Evangelist, CX
Patrick GibbonsWalkerPrincipal SVP, Marketing
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Enterprise Resource Planning (ERP)
ERP is prominent within the CRM space. Below is a sample of people who discuss ERP online and who create and share content on the topic in relation to CRM.
Bob EvansEvans Strategic CommunicationsFounder & Principal
Anya CiecierskiERP Software BlogCo-Founder
William JepmaSolutions ReviewContent Editor & Writer: ERP & CRM
Eric KimberlingThird Stage Consulting GroupCEO & Founder
Jon ReeddiginomicaCo-Founder
Ian MurphySynonym AdvisorySenior Analyst
Wayne SadinVia Group PartnersLead Advisor, Advisory Board
R Ray WangConstellation Research Principal Analyst, Founder & Chairman
Richard DuffySBM Cloud Solutions - Brewing and Distillery TechnologyCEO & Founder
Blair KickenDynamics Consulting GroupPrincipal, CRM/ERP Business Process & Solution Architect
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Platforms
Brands
Below is a sample of CRM vendors who create and share thought leadership content/are prominent platforms within the space. Their rankings are based on the relevancy of the content, the engagement it gets, as well as other metrics. Where brands have multiple Twitter handles, their main one has been ranked as well as the page linked to CRM.
Verint SystemsRanking: 1
Oracle CXRanking: 6
eGainRanking: 2
SalesforceRanking: 7
ZohoRanking: 3
Microsoft (Dynamics 365)Ranking: 8
PegasystemsRanking: 4
SAPRanking: 9
Zoho CRMRanking: 5
OracleRanking: 10
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SugarCRMRanking: 11
CreatioRanking: 15
KustomerRanking: 12
FreshworksRanking: 13
ZendeskRanking: 16
ServiceNowRanking: 17
CRMNEXTRanking: 14
Platforms Ctd.
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Solutions ReviewRanking: 2
Enterprise TimesRanking: 3
Publications & ResourcesBelow are publications and resources discussing CRM. Their rankings are predominantly based on the relevancy of the content & the engagement it gets.
TechTargetRanking: 1
Business News DailyRanking: 6
ZDnetRanking: 7
TechCrunchRanking: 8
Business 2 CommunityRanking: 4
CRMsearch.comRanking: 9
destinationCRMRanking: 5
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Methodology
Our Who’s Who lists are created using the Onalytica platform which has a curated database of over 1 million influencers. Our platform allows you to discover, validate and categorise influencers quickly and easily via keyword searches. Our lists are made using carefully created Boolean queries which then rank influencers by resonance, relevance, reach and reference, meaning influencers are not only ranked by themselves, but also by how much other influencers are referring to them. The lists are then validated, and filters are used to split the influencers up into the categories that are seen in the list.
This Who’s Who list should give you an insight into CRM and help break it down. We always want to make sure you are getting the most valuable information available from our lists, so feedback is always welcome!
If you want to learn more about Onalytica, or if you’d like to see our platform in action, feel free to get in touch!
Get in Touch
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