Scott Nelson VP, Research Area Director Scott Nelson is a vice president and research area director in Gartner Research. He is responsible for research in the areas of customer relationship management (CRM). In particular, he looks at the area of CRM business strategies and CRM systems architectures and technology. In addition, he supervises the research of the CRM team in the areas of marketing, analytics, and general CRM. Prior to joining Gartner, Mr. Nelson was the vice president of strategic marketing services for Prime Response, a marketing automation vendor. Before that, he spent 14 years in financial services marketing and research.    Mr. Nelson earned a bachelor's degree in business administration from the University of Wisconsin at Madison and a master's degree in business administration from the University of Chicago. Michael Maoz VP, Research Director Michael Maoz is a vice president and research director in Gartner Research. His research focuses on customer relationship management (CRM) and e-business, and he is the core topic leader for CRM vendors and service providers. Mr. Maoz has 16 years of international experience, with eight years in front-office applications, call centers, systems integrators and e-business systems, European market dynamics, and midmarket solutions. Mr. Maoz earned a bachelor's degree in European history from the University of Massachusetts and a graduate degree in technical communications from Northeastern University. Jeff Comport VP & Research Fellow Jeffrey Comport is vice president and research fellow in Gartner Research. With more than 20 years of experience in packaged software application conceptualization, design, development, implementation, and marketing, his research areas include applications and architecture for CRM, ERP, and HR. Before joining Gartner, Mr. Comport was vice president of strategic planning for Integral Systems, where he led the transition from mainframe to C/S packaged products. Mr. Comport earned a master's degree in economics from the University of California at San Diego. Beth Eisenfeld Research Director Beth Eisenfeld is a research director in Gartner Research, where she focuses on customer relationship management (CRM). Her areas of coverage and expertise include CRM services providers, CRM economics, project management, implementation and support, and field sales. Ms. Eisenfeld has significant experience and expertise in CRM project management, requirements definition, vendor evaluation and selection, applications development, and sales systems implementation and rollout in a variety of industries. She has more than 18 years of IT experience, spanning a broad range of sales applications and technologies. Prior to joining Gartner, Ms. Eisenfeld held several positions as a management consultant with firms such as KPMG and CTP, where she specialized in CRM. Ms. Eisenfeld earned a bachelor's degree with honors from Michigan State University and a master's degree from the University of Michigan. She also holds a certificate in computer science from DePaul University. Gareth Herschel Research Director Gareth Herschel is a research director in Gartner Research, where he is part of the Customer Relationship Management team. Mr. Herschel has primary coverage of the campaign management, customer analysis, and marketing ESP research areas. Before his current position in Gartner, from 1997 to 2000, Mr. Herschel was based in the U.K. as the lead marketing analyst in Gartner Europe. Prior to that, in 1996, Mr. Herschel was part of the CRM team. His previous position, in 1995, was in the Advanced Technologies research area. Prior to joining Gartner in 1995, Mr. Herschel worked as a business analyst for IBM and ICL. Mr. Herschel graduated with honors from the University of Bath, in England, with a degree in business administration. Kim Collins Research Director Kimberly Collins, Ph.D., is a research director in Gartner Research. Her research focuses on the business strategies and enabling technologies of CRM in financial services. Her research experience and expertise include database marketing, campaign management and customer analytics. Ms. Collins has more than 15 years of research experience. Her prior experience in financial services IT research includes customer database systems and general trends in the financial services industry. Ms. Collins earned a bachelor's degree with honors from the University of North Carolina at Chapel Hill and a doctorate in developmental psychology with a minor in behavioral neuroscience from Indiana University. She has held two postdoctoral appointments, one at the Massachusetts Institute of Technology and one at Duke University.