Management Team

Satmetrix is led by industry thought leaders and customer loyalty experts who have years of experience in building and running successful customer experience programs.

RICHARD OWEN
President and Chief Executive Officer

Richard Owen is President and CEO of Satmetrix, responsible for all aspects of strategy and day-to-day operations. Previously, he was Chairman and CEO of NASDAQ-traded AvantGo, Inc., the leading provider of Enterprise Mobility Solutions to Fortune 1000 companies. AvantGo was successfully sold to Sybase, Inc. Before AvantGo, Richard spent eight years at Dell Computer Corporation in various executive positions, most recently as vice president of Dell Online Worldwide. He was responsible for all aspects of Dell’s Internet strategy and online business revenues on a worldwide basis—building Dell’s online business to cover 50 percent of the company’s sales volume. Richard began his career as a consultant for KPMG Management Consultants, where he worked for European high-tech manufacturers in the EMEA region on marketing strategy and business development, including Hewlett Packard and Apple. Richard holds a Bachelor’s degree from Nottingham University in England and a Master’s degree from MIT Sloan School of Management.

JOHN ABRAHAM
General Manager, Net Promoter Programs

John Abraham leads the Net Promoter® business unit at Satmetrix. His team is responsible for best practice exchange, conferences, training and certification, and online services for companies using Net Promoter to drive improvements in customer loyalty. Satmetrix created Net Promoter with customer loyalty expert Fred Reichheld, and the company now hosts the official Net Promoter community website at www.netpromoter.com. Prior to Satmetrix, John was with Risk Management Solutions (RMS), a leading risk management software and consulting firm, where he was responsible for marketing, training services, knowledge management, and customer loyalty programs. Prior to RMS, he worked as a management and systems consultant with Booz Allen Hamilton and Accenture. John has an MBA from the Stanford Graduate School of Business.

RAJ BHARGAVA
Senior Vice President,
Products and Services

In the role of Senior Vice President, Products and Services, Raj has end-to-end responsibility for creating 100% positive references for our products and implementation services. Prior to joining Satmetrix, Raj served as Group Vice President of Product Development at Oracle after it acquired his previous employer, Agile Software Corporation. At Agile, Raj transformed Agile’s product lifecycle management solutions into the recognized market leader. Prior to Agile, Raj was co-founder for Jaspersoft, a leader in open source business intelligence software. Before that he served as President and CEO of Trade Reporting and Data Exchange Inc., a provider of international sourcing and sales leads for small businesses in the United States and Asia. Earlier in his career, Raj held several management positions at Hewlett Packard. Raj received a B.S. from the Institute of Technology, Varanasi, India; an M.S. from Pennsylvania State University, State College; and an MBA from the University of Michigan, Ann Arbor.

LAURA BROOKS, PhD.
Vice President, Innovation and Strategy

Dr. Laura Brooks has extensive experience working with clients in the areas of employee opinion surveys, organizational development, customer satisfaction, management development, team building, quality, job evaluation, and compensation. Prior to joining Satmetrix, she worked as a project director and manager for several consulting firms that specialized in statistical and psychological tools for measuring customer satisfaction and employee performance. Laura has published on Inter-Rater Reliability and Validity in Behavioral Research Methods in Computers and also participated in the survey-specific portion of the Malcolm Baldrige Award. Laura holds a PhD in Industrial/Organizational Psychology from Rice University and a BS degree in Psychology from Duke University.

DAVID COOPER
Chief Operating Officer and Chief Financial Officer

David Cooper is Chief Operating Officer and Chief Financial Officer of Satmetrix, responsible for operations, finance, and administration. David has extensive experience leading companies through growth and organizational change, and has been CFO of six companies. Prior to Satmetrix, he led finance teams at Art.com, Agilent Technologies, QRS, AvantGo, PowerBar, Edison Brothers Stores, Del Monte Fresh Produce, and Dole Food Company. David has helped to create significant shareholder value through his financial leadership, and has closed over $20 billion in debt, equity and M&A transactions. David holds a BA in economics from Yale University, and a MBA in finance from New York University.

DEBORAH EASTMAN
General Manager, Business Consulting

Deborah leads our global consulting business. Her team is responsible for driving program success for clients. She brings firsthand experience at deploying successful Net Promoter programs. At BearingPoint/KPMG Consulting she led a global account program that integrated customer feedback into the strategic account management process. She is a frequent speaker and blogger on the topics of Net Promoter, Customer Loyalty, and Customer Experience. Prior to joining Satmetrix, Deborah was the Managing Principal of Windward Solutions, a consulting firm that provided advisory services to business-to-business marketing professionals. Previously, she was Executive Vice President of Sales & Marketing for Biz360, an information services company. Before Biz360, Deborah served as a Partner for KPMG Consulting and Vice President at BearingPoint where she held a number of global leadership positions.

STEVEN NICKS
General Manager, North America

Steven Nicks is General Manager, North America, for Satmetrix. He has more than 20 years of experience in strategy, customer loyalty, and large-scale enterprise implementations across several industries, including financial services, high tech and telecommunications. Prior to joining Satmetrix, Steven was at The Phelon Group, PricewaterhouseCoopers and Ernst & Young. As a principal, he directed key accounts and developed business opportunities while assisting clients in integrating technology with business strategy. Steven has held senior management positions with eAssist Global Solutions, Pepperdine University’s School of Business, and 3M Europe, where he directed client-related activities during all phases of the sales cycle and developed strategic partner relationship programs. He has been a guest lecturer in customer relationship management at Harvard Business School and written for BusinessWeek Online and Inc.com. Steven holds a Masters of International Business and a B.A. from Pepperdine University.

ROBERT SALVONI
Managing Director, International

Robert Salvoni is responsible for the international business at Satmetrix and manages all sales, strategic partnerships, and client development activities outside of North America. Robert’s career in driving organizational growth and profitability and leading successful sales, marketing, and customer management teams spans more than 20 years. Prior to Satmetrix, he was president, international, at Harris Interactive where he was instrumental in the transformation of the organization’s United Kingdom business and achieved substantial profitable growth in Harris’ other business units in Europe, Asia, and Canada. At Iris Accountancy Practice Solutions, Robert grew the company’s leading software solutions business, contributing to a successful management buyout backed by Hellman and Friedman. Earlier in his career, he was sales director at BT Wholesale, where he worked with customers to develop the complex UK Telecoms and ISP Service Provider Markets and achieved high levels of customer satisfaction while doubling annual revenues for his division. Robert is a graduate of the Royal Military Academy, Sandhurst, and earned an MBA from Nottingham University.