Adam Sarner Research Director Stamford, CT USA Years of Experience 11 years at Gartner 17 years IT industry Areas of Coverage Customer Relationship Management View Latest Research Resources Create Analyst Alert Contact Gartner Roles and Responsibilities Adam Sarner is a research director at Gartner, responsible for global coverage on CRM, with a focus in marketing automation. This includes multichannel campaign management, lead management, marketing analytics, segmentation, loyalty marketing, online marketing, and social CRM strategy and technology. In addition, he is a member of the Customer-Centric Web team at Gartner, concentrating on customer experience and company/customer engagement over the Web. Mr. Sarner has defined and writes about the power of "Generation Virtual" — their growing use of anonymous online personas and their unstoppable influence on business and culture, online and off. Before covering marketing automation, Mr. Sarner covered the e-commerce market within CRM. Previous Experience Prior to joining Gartner, Mr. Sarner was responsible for developing CRM applications for Signal Administration, a group of self-insurers in the maritime industry. Professional Background Signal Administration, Senior Manager, 6 years Education M.B.A., Sacred Heart University, Connecticut B.S., Psychology, State University of New York College at Oneonta LATEST RESEARCH More by this author Title Publish Date Author(s) Predicts 2010: CRM Sales Hinges on Effectively Applying Technology 20-Nov-2009 Gene Alvarez, Michael Dunne, Jim Davies, Adam Sarner The Business Impact of Social Computing: Real-World Results for Marketing 13-Nov-2009 Adam Sarner CRM: Enter the Marketing Matrix for Productivity and Customer Experience 05-Oct-2009 Adam Sarner CRM Now: Never Let a Good Crisis Go to Waste 28-Sep-2009 Adam Sarner, Gareth Herschel Hype Cycle for E-Commerce, 2009 11-Sep-2009 Gene Alvarez, Adam Sarner, Norbert J. Scholz, William Clark, Yefim V. Natis, David Mitchell Smith, Gene Phifer, Benoit J. Lheureux, Paolo Malinverno, Johan Jacobs, Jeffrey Mann, Mike McGuire, Van L. Baker, Hung LeHong, Anne Lapkin, Bill Gassman, Whit Andrews, Michael J. King, Jim Davies, Pete Basiliere, Andrew Frank, John Radcliffe, Deborah R Wilson, Nikos Drakos, David Gootzit, Ted Chamberlin, Richard J. De Lotto, Lydia Leong, Michael Maoz, Michael Dunne, Andrew White, Stephen Forte, Allen Weiner, Rita E. Knox, Gareth Herschel