David Myron, who works on two of Information Today Inc's newer publications (CRM and Speech Technology), originally worked on CRM for 2.5 years beginning in 2001 as a senior editor, focusing on customer service and contact center strategies. After a stint as senior editor of American Demographics, in which he covered the buying and behavioral techniques of Gen X-ers, he returned to CRM in January 2006 as its editor-in-chief. Eighteen months later, he became the editorial director of Speech Technology. At that point, he also took on the same title for CRM. Myron's dedication to making a difference continues beyond his magazines and his shows. Aside from his professional organizations, he also supports the ASPCA, the Humane Society, Farm Sanctuary, and the National Eagle Scout Association.
InformationToday 27 www.infotoday.com July/August 2009 Meet the Editor David Myron: Evolutionary Road Warrior by LAUREE PADGETT | ecutives as well as C-level professionals. he cites the special February issue of CRM, CRM now has more stories about people the “Recession Issue” that was devoted to I t’s time to profile another editor and business process strategies as well recession strategies. The feature section whom I have only started to get to as technology strategies. “All of our sto- in the June issue titled Who Owns the So- know in the past few years. ries have one common thread—to help cial Customer? focused on that topic. Like- David Myron, who works on two of companies improve their customer rela- wise, the features in Speech Technology’s Information Today, Inc.’s newer publi- tionships,” he says. January/February issue concentrated on cations (CRM and Speech Technology), Speech Technology magazine, which Implementation Strategies 2009. In the originally worked on was founded in 1995 under the editorial June issue, the magazine also debuted a CRM for 2.5 years direction of Brian Lewis at CI Publishing, new column called The Business Case, beginning in 2001 as Inc., is also now part of Myron’s domain. by Donna Fluss, which focuses on speech David Myron a senior editor, fo- In 2000, the publication was sold to Am- solutions for enterprises. cusing on customer Comm Holdings, Inc., spearheaded by and “search them for indicators of cus- service and contact John Kelly. Then in June 2006, ITI ac- tomer frustration or anger, such as an in- center strategies. Af- quired the publication from AmComm. At Hot Stuff crease in decibel levels, curse words, or ter a stint as senior the time of the acquisition, most of the Analytics and SaaS (software as a competitors’ names.” For organizations, editor of American magazine’s content was written by indus- service or hosted CRM) continue to be hot automated outbound messaging offers the Demographics, in try practitioners, including speech tech- topics for CRM magazine. ability to notify large groups of people Lauree Padgett which he covered the nology engineers and developers, VUI “Many companies are investing in these about sudden changes (i.e., flight delays buying and behav- (voice user interface) designers, market- technologies today,” says Myron. “Software and cancellations) or regular notifications ioral techniques of Gen X-ers, he returned ing professionals, and vendor executives. as a service enables more companies to (i.e., prescription refills). to CRM in January 2006 as its editor-in- Within a year, Speech Technology mag- benefit from CRM solutions through a low- chief. Eighteen months later, he became azine was redesigned by ITI senior de- cost, monthly subscription model, as op- the editorial director of Speech Technology. signer Laura Hegyi. The extreme make- posed to investing large sums of money into Show Stoppers At that point, he also took on the same over was also carried over into the web- the implementation and maintenance of As program director of the CRM Evolu- title for CRM. site and the email newsletter. In fact, the an on-premises CRM system.” This means tion and SpeechTEK conferences, Myron circulation of the newsletter more than that companies of any size can capture, also helps to organize ITI’s new Exception- doubled to 25,000. Then, three full-time track, and manage valuable customer data. al Customer Experience (ECE) Summit. Historically Speaking editors were hired, daily news coverage Once their transactional CRM systems are CRM Evolution and the ECE Summit CRM, which stands for customer rela- was initiated with original stories loaded in place, companies can look into analyt- are designed to help attendees learn and tionship management, launched in 1997 on the website, and the C-level and exec- ics applications, which help organizations share strategies that promote innovation, with the title Sales and Field Force Auto- utive-level readership increased from 44% make good use of the great customer data cut costs, increase revenue, and improve mation, published by Freedom Technology to 60% by May 2007. their CRM systems are collecting. customer relationships across sales, mar- Media Group. Under the editorial helm of “Analytics can be used to determine keting, and customer service departments. Larry Tuck in March
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