Michael J. Capone

Prof. Dr. Michael J Capone has 20 years experience in CRM as a business analyst, project manager, author and professor. As Program Manager for Customer Lifecycle Communications for the world´s largest loyalty marketing firm, Aimia, Capone managed projects for global brands in the automotive, entertainment, consumer electronics, manufacturing and non-profit sectors. He earned his PhD in Consumer Behavior and was Professor of Marketing and CRM Strategy at SDSU, USD and UCSD from 2005-2011. His book “Tracks: A Blueprint for Customer Development” set the benchmark for customer-centric business process design. Salesforce.com recognized Capone as “Academic Hero” in 2010 for his SFDC-based CRM university curriculum and again in 2011 as “Foundation Hero” for his extensive work with non-profit organizations. Capone is Guest professor at Birziet University in Palestine and Research Fellow at the University of Hamburg. Capone´s research in “Prediction Monitoring. Early Indicators of Customer Dissatisfaction” was recognized by Transfer Werbeforschung & Praxis as one of the 20 most important contributions to CRM in the past 30 years. Capone is a Principal Analyst at Capgemini, where he manages the IoT portfolio. He is the author of “30 Measurable Business Cases for IoT” “Smart Madness. How IoT Makes Customers Crazy” “Micro-Servcies. The future-safe IoT framework” and the book “Post-Factum.”