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Press Resources

Topic and Coverage Areas

Areas Representatives

Collaboration

Ronni Marshak: rmarshak at psgroup.com

Cross-Channel CRM

Mitch Kramer: mkramer at psgroup.com

Customer Analytics/ Customer Intelligence/ Customer Segmentation

Mitch Kramer: mkramer at psgroup.com

Customer Communities

Matthew Lees: mlees at psgroup.com

Customer Experience

Patricia Seybold: pseybold at psgroup.com

Customer Metrics

Sue Aldrich: saldrich at psgroup.com

Customer Portals

Mitch Kramer: mkramer at psgroup.com

Customer Scenario® Mapping

Patricia Seybold: pseybold at psgroup.com;
Ronni Marshak: rmarshak at psgroup.com

Customer Self-Service

Mitch Kramer: mkramer at psgroup.com

Enterprise Search

Sue Aldrich: saldrich at psgroup.com

Online Strategy

Patricia Seybold: pseybold at psgroup.com

Product Search and E-Merchandising

Sue Aldrich: saldrich at psgroup.com

Quality of Customer Experience (QCE)SM

Patricia Seybold: pseybold at psgroup.com
Sue Aldrich: saldrich at psgroup.com

Self-Service and Support Search

Sue Aldrich: saldrich at psgroup.com

Social Networking

Matthew Lees: mlees at psgroup.com

Technology Infrastructure

Mitch Kramer: mkramer at psgroup.com

Research Access for Members of the Press

Patricia Seybold Group welcomes members of the press to have complimentary access to our research. To sign up for our weekly research email service and to get set up with online access, please contact:

Please be prepared to provide one of the following press credentials:

  • A business card with your editorial title from an established publication including your email address and Web site address.


  • Two copies of bylined articles (either in print or as URL’s) from the publication or online news outlet that you are employed or contracted. Articles must be published within the past six months.


  • A current editorial masthead that includes your name.


  • A copy of a letter of assignment or your contract from the publication or news outlet with an editorial contact.

Policies for Members of the Press

Reproduction Policy

  • Members of the press may make one attributed copy on paper and store one copy in electronic form for their personal, non-commercial use. Additional reproduction is strictly prohibited without the express written consent of PSGroup.


  • All information provided by the Patricia Seybold Group, Inc. (“PSGroup”) is proprietary information that belongs to PSGroup and is protected by US and international copyright law and conventions.

Citation Policy

  • Members of the press may cite portions of our research as long as it is identified as "Source: Patricia Seybold Group".

Copyright Information

  • Customer Scenario® and Customers.com® are registered trademarks of the Patricia Seybold Group, Inc.


  • Customer Flight DeckSM and Quality of Customer Experience (QCE)SM are service marks of the Patricia Seybold Group, Inc.

For more information: