Marshall Lager’s goal with the Customer Engagement team is to deliver CRM insight and predictions for the development of customer-facing technologies and the strategies for implementing them.
A total of 11 years’ experience as a CRM journalist and independent analyst/consultant provide a foundation for his work.
Before joining Ovum in October 2016, Marshall was managing principal of Third Idea Consulting LLC. The company worked with major vendors in the CRM industry, providing competitor insights, developing marketing strategies, and producing internal and external materials.
Marshall's experience in customer engagement started when he was senior editor at CRM Media.
During his tenure there, he was the recipient of three APEX writing awards for his feature writing and his back-page column, Pint of View.
Marshall holds a BA from the University at Albany in English Literature and Composition.