Eric Arnum is the editor of Warranty Week, an online newsletter aimed at warranty management professionals. Following a stretch of more than 15 years performing market research in the telecommunications and electronic messaging industries, he has now turned his focus to the manufacturing industry's aftermarket, producing a weekly column analyzing warranty costs, claims processing, and management trends.
Arnum has performed consulting projects for a wide range of clients, including Silicon Graphics, AT&T EasyLink, the European Commission DG XIII, the Brazilian Ministry of the Environment, Sun Microsystems, cc:Mail, Informix, Qualcomm, RAI (Italian TV), and Soft-Switch. He also has presented his market research reports to customers of Lotus Development Corp., Compaq Services, United Messaging, and others. His articles have appeared in PC Week, Group Computing, Business Communications Review, Datamation, ComputerWorld, Computer Reseller News, and MTV SonicNet Music News.
Eric can be contacted at earnum@warrantyweek.com
John D. Richardson John Richardson is vice president and market development executive of Caterpillar Insurance. He has responsibility for product development, communications, market research, customer listening, benchmarking, Customer Relationship Management and strategic planning for the insurance companies.
John joined Caterpillar Insurance in July 1999 and
has 35 years insurance industry experience, both in Europe and the United
States. He holds a Master of Business Administration degree from Manchester
Business School in the United Kingdom, and is qualified as a Fellow of
the Chartered Insurance Institute.
John can be contacted at john.richardson@cat.com
Roger D. Oaks Roger Oaks is the managing executive broker for Caterpillar Insurance. He is responsible for the development of the company's Original Equipment Manufacturers business strategy and oversees the North American sales force.
Roger came to Caterpillar in 1995 and has 27 years
of experience in the area of corporate insurance, risk management, brokerage
and employee benefits. In addition to being an experienced commercial
insurance broker and licensed Insurance Agent in the state of Tennessee,
he holds a law degree and is a member of the Tennessee Bar.
Roger can be contacted at Roger.Oaks@cat.com