Bill is a leading expert on customer relationship management (CRM). His research focuses on helping organizations establish and validate CRM strategies, prioritize and focus CRM projects, buildexecutive consensus, facilitate CRM vendor selection, and plan for project success.
Bill is the author of two books on customer-driven business strategies: "Creating Value for Customers: Designing and Implementing a Total Corporate Strategy" and "Touchstones: Ten New Ideas Revolutionizing Business." He was named one of CRM Magazine's 2007 Influential Leaders, which recognizes the foremost thinkers, visionaries, and achievers in the industry. He is also a member of the editorial board of CustomerThink.
Follow Bill on Twitter at @waband.