Articles

Title	Date	Author	Views	Comments
Beware the Customer King	2012-05-10	jim_signorelli	901	0
From Mentions to Meaning: An Analytics Journey	2012-04-29	seth_grimes	2,890	2
Customer Data Management: 7 Best Practices to Get More Value From Your CRM Investment	2012-04-14	Subodh_Rane	2,036	0
Closing the Feedback Loop Drives Customer Satisfaction at Carlson Wagonlit Travel	2012-04-11	greg_marek	1,797	0
Is Social Software the Cure for Business as Usual? Take the "Red Pill" to Find Out!	2012-04-10	bob_thompson	2,727	3
Making the Billing Experience Pay for B2B Customers	2012-04-09	janessa.lantz	1,316	0
Context Matters: Using Big Data to Deliver More Relevant Mobile Experiences	2012-04-04	lalbert	1,786	0
Are Your Content Registration Forms an Entry Point or a Barrier?	2012-03-30	stilton	1,617	0
Are You Committing the Seven Deadly Sins of Business Transformation?	2012-03-25	mohan_nair	1,790	0
The Future of CRM: Beyond Customer Transactional Data to Add Social Behavioral Metrics	2012-03-07	Subodh_Rane	4,445	13
Best Western Pioneers Social Feedback Management, Improves the Guest Experience	2012-03-01	bob_thompson	2,715	0
Top 5 Key Performance Indicators to Improve the Voice Call Experience	2012-02-28	tmoynihan	2,404	0
Stop Being a Hero! Create a Natural Customer Experience that is Inspiring, Human and Achievable	2012-02-26	colin_shaw	3,831	2
Customers Place a Premium on Trust. So Should Your Customer Experience Strategy	2012-02-09	janessa.lantz	6,713	4
5 Reasons For Businesses To Go Mobile Now	2012-01-31	larry_ritter	2,663	3
"One-to-One" Marketing is Dead! A Mutually-Managed Experience Trumps One-Way Personalization	2012-01-31	jeff_nicholson	5,242	5
Mobility and Customer Feedback: An Ideal Match	2012-01-19	dave_king	3,107	1
Social Media Marketing ROI: 10 Questions You Must Answer First	2012-01-12	jlenskold	4,752	3
Three Ways to Bring Lead Nurturing into Your Social Media Plan	2012-01-11	justin_gray	4,252	1
How Many Paying Customers Is Your IVR Costing You?	2012-01-08	vuicloud	2,940	0
Using a Voice of the Customer Program to Prevent Customer Service Meltdowns (A Lesson from Netflix)	2012-01-08	greg_marek	3,699	2
Generation Gaps and Myths in Customer Loyalty: Does Generation Matter?	2012-01-06	howardlax	3,049	0
Inside-Out Advocacy: Creating and Sustaining Customer Centricity and Loyalty	2012-01-05	michael_lowenstein	3,266	0
Virtual Agents Can Improve the Travel Experience	2011-12-27	jbrown	3,224	0
Considering Cultural Differences in Customer Experience: Lessons from Indonesia	2011-12-17	zhecho_dobrev	3,112	0

MarketPlace

Global Customer Experience Management (CEM) Certification Program

[May 30-31, Frankfurt; July 25-26, Hong Kong] An internationally recognized program with proven track record of success - being run for 34 times in 13 cities with attendees from 50 countries, the program is developed based on the U.S. patent-pending Branded CEM Method which aims to drive customer loyalty and brand differentiation with quantifiable business results. Limited offer: USD300 early bird discount.

Join us on June 6th in San Diego. Speakers include Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX and Roxana Strohmenger, a leading Forrester analyst, will be in attendance to share best practices and new trends in mobile market research.

[June 12, Sir Francis Drake Hotel] Gregson Siu, Vice President, Ariba Business Operations, Ariba and Bob Thompson, CustomerThink, will be in attendance to share best practices, new trends and latest research to help you develop your customer experience program.

Social Networking and sCRM International Congress in Colombia

[June 25-26, Bogota] Thirteen international thought leaders will present, from different perspectives, the trends, the uses, and the magic - as well as the reality - of Social Networking and how it impacts the way customers are doing/will do business.

Driving ROI With VoC

Walker has identified multiple ways to measure ROI – there is not a one-size-fits-all solution. This paper will address each and conclude with some recommendations to help B-to-B practitioners evaluate which ROI approach will work best for their particular business need.