Johan Jacobs is an enterprise application analyst focusing on CRM and ERP and specializing in Web self-service channels, processes and technologies. Mr. Jacobs has held several key roles in IT and financial services companies and is well-known as an authority on CRM Web customer service and ERP competency centers, with a keen focus on all contact center multichannels. As the Gartner lead analyst for Web customer service, Mr. Jacobs focuses on Web chat, knowledge base for self-service, e-mail response management, virtual assistants, collaborative browsing and mobile communication for CRM service. Within ERP, Mr. Jacobs is passionate about competency centers and ERP-related support. He frequently speaks at local and international events and is often quoted in the press.