Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on customer strategies. He has spent over 22 years in customer service and CRM consulting, research, and advisory services. During his eight years at Gartner, he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). He also researched and wrote on the social networking topics that led to today’s revolution, and assisted Fortune 500 and Global 2,000 organizations in CRM deployments. Mr. Kolsky now advises vendors and organizations how to extend customer interactions from the CRM niche to the entire organization to become Social Businesses.