Dr. Earl Naumann

Dr. Earl Naumann is an author and consultant, specializing in the strategic implementation of customer value and customer satisfaction measurement and management systems. He has helped organizations around the world to become more customer driven through his consulting, seminars, research and workshops. Recent clients include General Motors Corporation, British Petroleum, Hewlett-Packard, Johnson Controls, Lufthansa Airlines, Motorola, Northern Telecom, and British Telecom.

Dr. Naumann's book, Creating Customer Value, was selected by Barnes and Noble as one of the top business books of 1994. Creating Customer Value is available on an interactive CD-ROM as the Customer Value Toolkit, which includes Baldrige Quality Award and supplier alliance self-diagnostic questionnaires. He is the co-author of Customer Satisfaction Measurement and Management, which was published in 1995 and recognized as the No. 1 book on the subject.

Customer Centered Six Sigma: Linking Customers, Process Improvement, & Financial Results which was published in 2001 and shows how organizations can use customer data to drive process improvement and produce positive financial results. Dr. Naumann holds a Ph.D. in marketing from Arizona State University.