Stanley A. Brown (Toronto, Ontario) is a partner in PricewaterhouseCoopers' Global Customer Relationship Management (CRM) Practice. He is a frequent speaker globally on topics of customer care and CRM, and writes regularly for Sales and Marketing Management Magazine and ICSA News, the newsletter of the International Customer Service Association. He is the author of: Customer Relationship Management (Wiley: 0-471-64409-9), Strategic Customer Care (Wiley: 0-471-64342-4), and What Customers Value Most (Wiley: 0-471-64123-5), and editor of Breakthrough Customer Service (Wiley: 0-471-64232-0).

Moosha Gulycz (Toronto, Ontario) is a Principal Consultant with PricewaterhouseCoopers' Customer Relationship Management (CRM)Practice. She is responsible for the Canadian CRM Integrated Multi Channel Solutions services practice. She has spoken across the US and Canada on the topic of the relationship between CRM and Performance Mearsurement.