John Burton

Current

• Director Product Management at SAP Labs

Past

• Product Manager at SAP Labs
• Quality Manager at SAP Labs
• Business Information Systems at Central Michigan University

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Education

• Central Michigan University
• University of Michigan

Recommended

5 people have recommended John

Connections

500+ connections

Industry

Computer Software

John Burton’s Summary

Industry Publications and Books:

• CRM Expert, December 2006 -- "Rule Modeler Lets You Automate Email Handling Without ABAP Coding"

• CRM Expert, January/February 2007 -- "ERMS Under the Hood: Configuration and the Service Manager Profile"

• CRM Expert, March 2007 -- "Email Threading Gives IC Agents Quick Access to Customers’ Email History"

• CRM Expert, July 2007 -- "5 Ways to Handle Sales Order in the IC WebClient"

• CRM Expert, October 2007 -- "Activate CTI Analytics to Better Monitor Your Interaction Center"

• CRM Expert, November 2007 -- "Improve Your Responses to Emails with Web Forms"

• CRM Expert, January 2009 -- "ERMS Email Escalation Notifications Help Prevent Frustrated Customers"

• CRM Expert, August 2009 -- "Customize the Layout of the Interaction Center Context Area in SAP CRM 7.0"

• CRM Expert, Volum 5, 2009 -- "Ensure Consistent Customer Service with Interactive Scripts"

• CRM Expert, Volum 5, 2009 -- "Route Ticket Dispatches and Escalations Automatically"

• Technical Development Editor, Book: "Discover SAP CRM", ISBN 978-1-59229-173-1, Galileo Press Inc., 2008, 320 pages

• Author, Book: "Maximizing Your SAP CRM Interaction Center", ISBN 978-1-59229-197-7, Galileo Press Inc., December 2008, ~450 pages


Conference Presentations:

• ASUG, October 9 - 12, 2005, Phoenix, AZ

• CRM2006 Conference, Feb 15 – 17, 2006 Las Vegas, NV

• ASUG, May 14 – 17, 2006 Orlando, FL

• ASUG, October 22 – 25, 2006 Tucson AZ

• CRM2007 Conference, Feb 26 – 28, 2007 Orlando, FL

• ASUG, April 22 – 25, 2007 Atlanta, GA

• CRM2008 Conference, Mar 3 - 5, 2008 Las Vegas, NV

• Silicon Valley Product Management Association, Aug 6, 2008 Santa Clara, CA

• ASUG, Sep 15 - 17, 2008 Nashville, TN

• CRM2009 Conference, Feb 11 - 13, 2009 Nice, France

• CRM2009 Conference, Mar 2 - 5, 2009 Orlando, FL

• ASUG, May 11 - 14, 2009 Orlando, FL

John Burton’s Specialties:

SAP CRM professional specializing in the contact center industry. Have supported over $100 Million in sales revenue, rescued escalated customers, assisted with customer go-live and support, trained internal and external consultants, moderated web forums, presented at industry conferences, and written for leading industry publications. Over ten (10) years SAP experience in SAP CRM and SAP R/3. Experience managing global distributed team across US, India, and China.

John Burton’s Experience

• Director Product Management

  SAP Labs

  (Public Company; 10,001 or more employees; Computer Software industry)

  September 2008 — Present (1 year 3 months)

  Director Product Management for SAP CRM Interaction Center based out of Palo Alto, CA

• Product Manager

  SAP Labs

  (Public Company; 10,001 or more employees; SAP; Computer Software industry)

  September 2005 — August 2008 (3 years )

  Product Manager for SAP CRM Interaction Center based out of Palo Alto, CA

• Quality Manager

  SAP Labs

  (Public Company; 10,001 or more employees; SAP; Computer Software industry)

  June 1999 — September 2005 (6 years 4 months)

  Quality Manager or SAP CRM Interaction Center
  
  IS0 9000 lead auditor certification

• Business Information Systems

  Central Michigan University

  (Educational Institution; Computer Software industry)

  May 1996 — May 1999 (3 years 1 month)

  Taught SAP and business computer courses to over 500 undergraduate and MBA students for three years while pursuing MBA.
  
  Received the Dow Chemical SAP Award of Excellence.

John Burton’s Education

• Central Michigan University

  MBA , Management Information Systems , 1996 — 1999

• University of Michigan

  B.A. , English , 1991 — 1995

Additional Information

John Burton’s Interests:

Marathons, ultra running, Brazilian jui jitsu, chess, poetry,

John Burton’s Groups:

Quicksilver Running Club of San Jose,
Silicon Valley Triathlon Club (SVTC),

•    SAP People Forum
•    CRM
•    University of Michigan Alumni
•    International SAP Projects (12,000+)
•    ASUG - Americas SAP UserGroup
•    SAP Alumni Network
•    Contact Center Professional
•    SAP Professionals (Globally).
•    SAP Lounge.
•    Call Center Pros
•    SAP CRM 2008 Participants
•    Worldwide Contact Center Professionals - Largest Network for Call Center Professionals
•    Wolverine Networking
•    Call Center Professionals
•    CRM Focus Expert Group
•    SAP PRESS Authors
•    Contact Center Performance Forum
•    Americas' SAP Users' Group - ASUG
•    SAP BCM
•    SAP CRM 7.0

John Burton’s Honors:

Dow Chemical SAP Award of Excellence (Central Michigan University),

SAP Labs MVP Quarterly Value Award (Q4 2006) for Field Enablement (SAP),

SAP Top Contributor 2008 (sdn.sap.com / bpx.sap.com)

John Burton’s Contact Settings

Interested In:

• new ventures
• expertise requests
• reference requests
• getting back in touch