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Johan Jacobs
Research Director
Western Cape South Africa
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Years of Experience
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8 years at Gartner
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36 years IT industry
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Roles and Responsibilities
Johan Jacobs is an enterprise application analyst focusing on CRM and ERP and specializing in Web self-service channels, processes and technologies. Mr. Jacobs has held several key roles in IT and financial services companies and is well-known as an authority on CRM Web customer service and ERP competency centers, with a keen focus on all contact center multichannels. As the Gartner lead analyst for Web customer service, Mr. Jacobs focuses on Web chat, knowledge base for self-service, e-mail response management, virtual assistants, collaborative browsing and mobile communication for CRM service. Within ERP, Mr. Jacobs is passionate about competency centers and ERP-related support. He frequently speaks at local and international events and is often quoted in the press.
Previous Experience
Before joining Gartner, Mr. Jacobs was an industry IT analyst focusing on CRM, contact centers and business intelligence.
Professional Background
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Gartner , Research Director, 7 years
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META Group, Senior Analyst, 5 years
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Education
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National Diploma, Electronic Data Processing
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National Higher Diploma, Computer Systems
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Masters Diploma, Management Practice
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Doctorate, Computer Science
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Languages
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Title
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Publish Date
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Author(s)
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Cool Vendors in CRM Customer Service and Social, 2013
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15-Apr-2013
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Johan Jacobs, Michael Maoz, Jim Davies, Jenny Sussin
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Future E-Commerce Success With Customer Experience Depends on CRM: A Gartner Team Perspective
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04-Apr-2013
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Gene Alvarez, Ed Thompson, Michael Maoz, Robert P. Desisto, Adam Sarner, Kimberly Collins, Jim Davies, Johan Jacobs, Chris Fletcher, Praveen Sengar, Jenny Sussin, Patrick Stakenas, Penny Gillespie
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Investment in Web Customer Self-Service Reaps Time-Saving and Cost Rewards
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08-Mar-2013
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Johan Jacobs
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Best Practices for Customer Self-Service Framework
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19-Feb-2013
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Johan Jacobs
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Make Customer Self-Service a Top Priority in 2013
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11-Feb-2013
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Johan Jacobs
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