Our People

 

Meet the ERDM Team

ERNAN ROMAN DIRECT MARKETING
ERNAN ROMANErnan Roman, President, ERDM Corp.
Author, Voice of the Customer Marketing
ernan@erdm.com   @ernanroman

DMA Hall of Fame
Ernan was inducted into the DMA Marketing Hall of Fame.
Inducted into the DMA Marketing Hall of Fame based on the results companies achieve with ERDM's VoC research-based CX strategies.

ERDM conducts specialized VoC research to identify CX strategies that generate significant increases in revenue. Clients include IBM, MassMutual, Gilt, QVC, HP, Microsoft and Norton AntiVirus.

His influential blog Ernan's Insights on Marketing Best Practices appears in Forbes, Huffington Post, CMO.com, CustomerThink, CRMC and Business2Community.

Named by the Online Marketing Institute as one of the Top 40 Digital Luminaries and by Crain's B to B Magazine as one of the 100 most influential people in Business Marketing.

Ernan's latest book is titled Voice of the Customer Marketing. His other books are Opt-in Marketing and Integrated Direct Marketing.

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ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGLinda Krauss, Senior Strategist

Linda has over 25 years of market research, strategic planning and insight mining experience.

She has worked on the client side and at major ad agencies and brand consultancies. Her expertise in "digging deep" to understand customer needs enables creation of strategies and tactics to improve the customer experience.

When not working on VoC Relationship Research with ERDM, she provides research, strategy and branding guidance to select clients across a wide range of categories.

ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGHarvey Markovitz, Senior Strategist

Harvey has over 30 years of marketing experience with JC Penney and CBS.

His marketing, sales and organizational development skills are an important asset when creating Integrated Direct Marketing and Consensual / Opt-In Marketing programs for our clients.

Harvey divides his time between consulting with ERDM, serving as President of HBM Associates and teaching as Clinical Assistant Professor of Marketing at Pace University. ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGTony Grass, Customer-Targeted Search Optimization

Tony has over 30 years experience in sales and marketing, including 7 years in top-of-page search optimization.

Tony consults and develops customer-targeted search optimization for growth, mid-sized and Fortune 1000 companies. His methods integrate Voice Of the Customer with keyword analysis to target the ‘best opportunity’ traffic, feature to each what they are searching for, and then prompt them to act to get what they already want.

His background includes building a 65 person sales communication business, and founding Burson-Marsteller’s hi-tech presentation profit center. ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGAdrian Miller, Senior Teleskills Trainer

Adrian has specialized in teleskills training for the past 26 years.

Her experience helps ERDM provide clients with powerful training programs which combine the optimal blend of customized content for each client's needs along with proven teleskills training components which have been successful for many Fortune and Growth companies.

Adrian divides her time between consulting for our clients and serving as President of Adrian Miller Sales Training.
ERNAN ROMAN DIRECT MARKETING
ERNAN ROMAN DIRECT MARKETING
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGJonathan Zacks, Senior Technology Administrator

Jonathan has over a decade of experience in the IT field as a tech, programmer, web designer and A/V consultant.

Jonathan oversees ERDM’s IT procedures, data security measures and puts out all technology fires to keep us running.

He divides his time between helping ERDM and running Mac Help NYC, where he brought together a network of like-minded consultants to form his IT solutions team. Together, they provide full service technology consulting to the greater New York City area.
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGLorraine Mahoney, Bookkeeper and Office Manager

Lorraine has 26 years of experience as a full-charge bookkeeper and office manager in a variety of companies.

Her extensive experience enables Lorraine to manage ERDM’s bookkeeping and ensure the smooth operational efficiency of ERDM projects.
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGTricia M. McCloskey, Research Coordinator

Trish brings a decade of experience with Philip Morris USA.

Her corporate experience helps ensure maximum efficiency and timeliness during the recruitment and data tabulation phases of our Voice of Customer Relationship Research studies.
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGKathy Louie, Research Coordinator

Kathy has over 16 years of experience in the financial industry, working with companies such as JP Morgan Chase, Lehman Brothers, and Citibank.

Her corporate background enables Kathy to provide an exceptional customer experience and high level of efficiency throughout all phases of our Voice of Customer Relationship Research projects.
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGTracy V. Lorenzo, Research Coordinator

Tracy has over 15 years of marketing, communications, and graphic design experience.

Her expertise helps ERDM manage the Voice of Customer Relationship Research process with the highest quality.

Tracy’s design skills add an important visual dimension to ERDM’s presentations.

New Book Release: Voice Of The Customer Marketing
"Ernan is a leading expert in creating disciplined Voice of Customer-driven marketing processes. If you want to move from just talking about VoC to being a leader in implementing it, you must read this book."
— Don Peppers and Martha Rogers, Ph.D,
Peppers and Rogers Group
"Ernan is a leading expert in creating disciplined Voice of Customer-driven marketing processes. If you want to move from just talking about VoC to being a leader in implementing it, you must read this book."
— Fred Neil
Global Head of CRM, Dell
"When HP uses the Voice of Customer methodology, our marketing campaign results improve dramatically: response rates improve 3 times to 10 times, sales increase 2 times or more, and we can spend far less to get great results. When we don’t use VoC, our results can suffer greatly."
— Garry Dawson
Americas Advertising and Direct Marketing Manager, Hewlett-Packard
“Ernan Roman has captured the essence of what the most successful businesses are realizing, namely that Voice of the Customer drives the best marketing strategies and generates the highest results. By using VoC driven strategies, Xerox has deepened customer engagement to a level we never imagined possible. His book is essential for marketers who want to excel at Relationship Marketing.”
— Mike Milligan
Vice President, Marketing, North American Reseller Sales, Xerox Corporation
"Finally, someone has found the answer for how to succeed with customer focused marketing. Ernan has pioneered an impressive Voice of Customer process that enables marketers to engage customers on their own terms."
— Philip Kotler
Kellogg School of Management
"Ernan's book is a timely prescription for helping companies create customer trust and loyalty. This book is rich in practical steps to help organizations increase their long-term profits in a sustainable way."
—John Hunter
EVP Customer Fulfillment Services, QVC