Customer Management PAC

The Customer Management Product Advisory Council (PAC) is a group of existing customers who provide input to Teradata on product strategy and development for Teradata’s Customer Management Applications (e.g., Customer Interaction Manager and Real-Time Interaction Manager) plus their integration with other Teradata and partner solutions.

The PAC is comprised of customers working with Teradata’s Customer Management Applications and is limited to a total of fifteen (15) members. PAC members are asked to serve a minimum of one year on the council and must be an existing Teradata customer. If a PAC member resigns from their current position, they must relinquish their membership on the PAC. In addition to customers, representatives from Teradata Marketing, Product Management, Engineering, and Support/Field act as advisors to the PAC.

The purpose of Customer Management PAC is to provide ‘voice of the customer’ representation to Teradata. It provides strategic guidance through relaying market needs, raising client questions, and suggesting feature improvements directly to the Customer Management product teams. Members represent a broad spectrum of industry disciplines, across the Teradata customer base including retail, travel, banking, insurance, and communications.

In a spirit of partnership, the mission of the Customer Management PAC is to provide a forum for users of the various applications to communicate information, exchange ideas for mutual benefit, set measurable objectives, provide input on features, functionality and services, and provide prioritization.

Customer Management PAC recommendations are leveraged to extend and build Insight Driven Marketing solutions with improved functionality and usability to deliver tangible business results for all Teradata clients.

  • Represent fully the business and technical needs of Teradata’s Customers
  • Review and provide input into the Teradata Customer Management Solutions strategic and near term roadmaps
  • Provide input and prioritization for features/functionality considerations of planned release content
  • Provide thought leadership on market directions and help identify new product development opportunities for Customer Management Solutions
  • Create opportunities for information and best practices sharing

If you are interested in becoming a member or would like more information, contact Ritu Jain.


Teradata Customer Management Product Advisory CouncilParticipation Guidelines

  • There will be a maximum of 15 member companies across all industries
  • Teradata Customer Management PAC Members:
    • Must be Customer Management (CIM or RTIM) current license holders
    • Serve a minimum of one year and a maximum of three years on the council
    • Attend two face-to-face meetings per year, and participate in monthly conference calls
    • Are required to assist at the annual Teradata Partners User Group Conference, attending the PAC meeting held before the main conference
    • Will act as Teradata Customer Management references and be prepared to present during the Partners User Group, if requested

Current Members

RICK GUNTANG, CHAIR

Senior Manager, Marketing Operations
American Eagle Outfitters

Rick is a Senior Manager in the CRM Operations group at American Eagle Outfitters. He was formerly employed by Verizon Wireless working in B2B and B2C initiatives and multi-channel projects. In these organizations, he has been involved as an individual contributor to BI implementation, CRM administration and a leader in business development and strategy.

KRYSTAL MAHER, VICE CHAIR

CIM Administrator,
Meredith Corporation

Since 2002, Krystal has worked with Teradata Customer Interaction Manager (CIM) at Meredith Corporation. She is currently the CIM Administrator, managing the two in-house rental systems. She also oversees a system used to house car sales data that is used for other promotions. She has been through all of the upgrades, support, small enhancements and reporting via Cognos and/or MicroStrategy.

CATHY BURROWS

Director, Strategic Initiatives and Infrastructure,
Royal Bank of Canada

Cathy is Director, Strategic Initiatives and Infrastructure (CRM and Information Management) for the Royal Bank of Canada in which she acts as business liaison for IT for CRM applications/infrastructure which includes CIM. She has worked in customer management strategy & execution in financial services for more than 15 years. Prior to her current role she was engaged on target state requirements for client interaction and leads management for banking. She has also lead teams responsible for marketing execution of all communications/ advertising for core business lines, channels and key client segments and for implementing client directed strategy for RBC Insurance Canada.

Cathy has been a past contributor to Customer Think and a lecturer in MBA / executive education programs at Duke University’s Fuqua School. Before joining RBC, Cathy held marketing/ sales roles in consumer packaged goods.

STACEY NGUYEN

Head of Campaign Operation and Analytics,
Qantas Airlines

Stacey is currently the Head of Coalition Insights and Innovation at Qantas Airlines. With over 15 years of experience in database marketing and analytics across industries such as Financial Services and Telecommunications. Stacey has been a super user and buyer of analytical applications across the organizations she has worked in. Stacey has experience with a variety of tools from an off the shelf 'click and drag' style to a customized SQL based tool.

Stacey provides a pragmatic view on which functions and features will be advantages to its designated target audience. Stacey’s role as a bridge between IT and business (Marketing and Commercials) enables valuable feedback and insights on business issues that the analytical team need to solve and make recommendations for future product development.

MARGARET LEE SUN

Head, Data Environment and Direct Marketing Technology,
Standard Bank SA

Margaret is the Head, Data Environment and Direct Marketing Technology in Personal and Business Banking, Customer Offerings at Standard Bank South Africa. She has been in the banking industry throughout her career, spending a number of years in finance, focusing on banking statutory returns, and thereafter financial systems. She later moved into a business division where she became involved with balanced scorecards and marketing. In 2000 she took on the challenge of implementing the database and technology for direct marketing in Personal and Business Banking. She is the business owner of Customer Interaction Manager and other responsibilities include ensuring that data required for the support of customer strategies, campaigns and contribution are sourced into the data warehouse. She is also the business interface with IT for data warehousing in the Bank.

DIPAL PATEL

Senior Systems Analyst,
Overstock.com

JOHN EDWARDS

Director, Digital CRM and Direct Marketing,
Verizon Wireless

John is Director of Digital CRM and Direct Marketing at Verizon Wireless. In this role, John leads design and implementation of both online and offline marketing initiatives to improve sales, profit margins, market share and customer loyalty. An experienced practitioner in market analysis and designing leading-edge user experience, John is known as a Change Agent within Verizon Wireless and is consistently assigned to drive highly visible, strategic initiatives. John specializes in devising customer acquisition strategies, eCRM, email and customer based marketing, user experience optimization, e-commerce distribution and more. A Certified Usability Analyst from Human Factors International, John has a Bachelor of Science from University of Georgia.

RUTA JANAVICIUTE

IT Manager,
Procter & Gamble

Ruta has been IT manager with P&G since 2010, with multiple assignments in consumer solutions area as application, operations and vendor governance manager, data steward and solution capability leader. Ruta led Europe CRM migration to global CRM solution and now focusing on enabling global P&G Brand CRM strategies in more than 50 countries via improved consumer data quality and sufficiency, personalization and adoption of proven E2E campaign execution capabilities.

ERIC POUPON

CRM Program Director,
Cigna Corporation

Eric is a highly accomplished Program Management Professional skilled at managing Enterprise Application Implementations and/ Business Change Management programs. At Cigna Healthcare, Eric is currently responsible for managing a large cross-functional program focused on an enterprise customer relationship management strategy for multi-channel, cross-product, customer communications through Teradata’s Customer Communications Product Suite. The primary goal behind Cigna’s CRM strategy is to provide customers with a personalized, consistent experience and the right guidance at the right time when engaged with Cigna. Prior to Cigna, Eric worked for Gartner where he implemented multiple enterprise systems, with focus on new products, SFA and Customer Service strategy applications and enterprise data warehousing.

TONY BROWN

Vice President, Marketing & Business Development
Customer Management Applications, Teradata

Tony leads Product Marketing and Business Development for Teradata’s Customer Management group. He previously held roles in Teradata’s industry consulting organization, working with Financial Services clients to develop their data and analytic driven capabilities, with a focus on big data analytics, digital and CRM. Tony is an SME in CRM for Financial Services, and prior to Teradata, was Head of 121 Marketing for Lloyds Banking Group in the UK. At Lloyds Tony was accountable for Lloyds’ Omni-Channel CRM strategy, delivery and performance management. He also headed a number of analytical functions including Direct Marketing, Customer Insight and Distribution Strategy whilst at Lloyds. Tony is passionate about turning data into insight, and insight into actions that deliver commercial results.

LESLIE MANNION

Sr. Director, Product & Strategy
Customer Management Applications, Teradata

Leslie Mannion joined Teradata in 2000 with the Teradata Relationship Manager R&D team. Over the years Leslie has held various positions from Marketing Analyst Consultant to PS Deployment and ultimately Product Management where she has been since 2003. Leslie is responsible for guiding product strategy and prioritization of development innovations for the Campaign Management Portfolio.

RITU JAIN

Director, Marketing and Business Development
Customer Management Applications, Teradata

Ritu joined Teradata in 2016, to drive go-to-market and campaign strategy of Customer Management Solutions. Prior to joining Teradata, Ritu spent 3 years heading up industry and solutions marketing strategy at Alteryx, a fast-growing data and analytics provider, and 12 years at SAS Institute, where she led the global marketing strategy for various markets and industries including financial services, retail, supply chain and small and midsize business. Ritu has over 18 years of experience in data analytics, customer relationship management, and retail supply chain, both as a practitioner and technology marketer.