Satmetrix Forms Net Promoter Team, Hires CMO

Customer loyalty software firm Satmetrix has appointed Deborah Eastman as Chief Marketing Officer (CMO); and has established a new business line headed by former CMO John Abraham, dedicated to the continued development of Net Promoter, the innovative loyalty measure it co-developed with Bain's Fred Reichheld.

In addition, Varghese George has taken on an expanded role as Chief Technology Officer (CTO), covering product management and complete responsibility for technology innovation.

CEO Richard Owen comments: 'Following a record year for the company, we are continuing to invest in our executive team to support new growth opportunities.'

Eastman was previously Managing Principal of b2b marketing consultancy Windward Solutions; and before this served as Executive VP of Sales and Marketing and CMO for market intelligence firm Biz360, and as a VP at BearingPoint (formerly KPMG Consulting).

Abraham, who takes responsibility for developing the fast-growing Net Promoter community, comments:'There is little doubt that Net Promoter is a disruptive innovation in our marketplace. In the last year, it has been recognized by leading executives worldwide as a fresh new approach to drive profitable growth by focusing on the customer... and the number of subscribers to www.netpromoter.com has tripled in the last year.'

Co-developed by Satmetrix and Bain and Company Fellow Fred Reichheld, Net Promoter focuses on the simple question 'Would you recommend us to a friend or colleague?' to determine the value of customer relationships, and predict a company's ability to grow. Web sites are at www.netpromoter.com and www.satmetrix.com.

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.