Editor's Picks

Dangers of Dumbing Down Customer Research

Jim Barnes

New technology enables any business to easily collect customer feedback. But easy doesn't necessarily mean valid, unless the information collected is really representative of what all customers are thinking.

Customer Intelligence for Sales, Marketing and CRM using Blogs

Vandana Ahuja

This article demonstrates how a Corporate Blog can be used as a Customer Intelligence Tool for Sales, Marketing and CRM and further demonstrates how a blog can be used for consumer profiling.

4 Key Business Strategies

Joseph Michelli, Ph.D.

Only Losers Cut Their Prices

Mark Hunter

Top 10 Reasons Why Address Quality Matters

Matthew McPartlin

While address accuracy helps the postal service streamline operations, you must also consider how address quality adds value to your business.

Simple strategies for Social CRM implementations

Prem Kumar Aparanji

Seven Critical Questions to Ensure Master Data Governance Success

Ravi Shankar

Where is the Customer in Enterprise 2.0?

Bob Thompson

Planning Your Customer Experience? Listen To Your CEO!

Lior Arussy

The Cost of Asking the Wrong Question

I. Barry Goldberg

Sales presentations should be conversations, not broadcasts

Bob Apollo

Featured Research

Showcase Webinars

Speech Analytics: Mining Customer Voices for Business Insight

Best Authors-September

Graham Hill

Customers & More

Esteban Kolsky

ThinkJar

Top 10 Authors

Bob Thompson, CustomerThink Corp.
Graham Hill, Customers & More
John I. Todor, Ph.D., The Whetstone Edge, LLC
Sampson Lee, G-CEM
Dick Lee, High-Yield Methods
Alan See, University of Phoenix
Andrew Rudin, Outside Technologies, Inc.
Jim Barnes, Barnes Marketing Associates, Inc.
William Band, Forrester Research
Lior Arussy, Strativity Group

Top 50 Authors »

November 12, 2009

Speech Analytics: Mining Customer Voices for Business Insight

Speech analytics provides tools to help you act on insight from the actual voices of customers. Identify emerging competitive or customer satisfaction trends. Fix problems that drive unnecessary calls and cost you money. Improve the customer experience to build loyalty.
Sponsored by: NICE® Systems, Verint® Witness Actionable Solutions®

MarketPlace

Best Practices For Innovating in a Customer Community

Companies are beginning to look beyond their internal resources and are co-designing with their customer base. Download this white paper to learn how to enable company-sponsored online communities that generate engaged customers, credibility in the marketplace and a thriving culture of innovation.

New Research Report: Customer Experience Maturity Monitor

Discover the five levels of customer experience maturity, ranging from Limited Capability to Experiential Master. Find out where your company stands, and explore what it takes to move from the base level to the peak. Download free research report here.

Business Analytics Summit

[Nov. 12-13, San Jose, CA] The Business Analytics Summit is a must for anyone involved in the Business Analytics space or considering purchasing business analytics software. It’s a great opportunity to get to meet the companies and individuals who have been working in this industry for many years.

Social Media Tools Week

[Nov. 16-21, All Online] A whole week packed with the newest and most compelling Social Media tools from around the world, key note presentations and career development sessions. Probably the most important Social Media Event of the year.

Global Customer Experience Management Certification Program

[Dec. 2-3, London] Learn cutting-edge CEM methods from a team of international gurus. This 2-day course applies CEM essentials, strategies and methodologies on Marketing, Sales and Services; provides a framework with relevant guiding principles and tools for designing the best experience to your customers.