Ernan Roman is president of Ernan Roman Direct Marketing (ERDM). ERDM specializes in conducting Voice of the Customer research to identify high impact customer experience strategies. Clients include IBM, MassMutual, Microsoft, Symantec Corp.'s Norton AntiVirus, QVC and Songza. Roman is the author of Voice of the Customer Marketing and of the Huffington Post published blog, "Ernan's Insights on Marketing Best Practices." He was named by Crain's BtoB Magazine as one of the 100 most influential people in business marketing.