Editorial Calendar 2009: Think, Feel and Connect

CustomerThink is focused on Customer-Centric Business Management (CBM), defined as, "Delivering the total customer value that drives genuinely loyal customer attitudes and behaviors in a target market, resulting in competitive differentiation and long-term profitable growth for the enterprise."

In 2009, the editorial calendar will cover CBM strategy, execution and technology. Featured articles, interviews, news and blogs will provide insights on these major business themes:

  • Customer Relationship Management (CRM)—Manage customer information to optimize marketing, sales and service processes and drive increased revenue and profit.
  • Customer Experience Management (CEM)—Design and deliver effective and memorable experiences through systems and people, to create an emotional bond with customers.
  • Customer Collaboration Management (CCM)—Create a genuine two-way dialog and mutual benefits with customers using social media and co-creation techniques.

For more information about major editorial topics and a calendar of planned business and technology topics by month, please download the 2009 Editorial Calendar (PDF format).

If you have questions or would like to submit an article for publication on CustomerThink, please read our editorial guidelines first.

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MarketPlace

Customer Service as a Differentiator: The Road to Excellence at Overstock.com

Companies are beginning to realize they don’t have the option of ignoring the quality of their customer’s experiences. Overstock.com realized that customers want service that is excellent, regardless of which channel is used. But they had to overcome some serious obstacles on the road to excellence. Read their story.

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.

Selling the "New Consumer" with Smart Conversations, Not Blind Automation

Learn how to engage your customers in a great cross-channel conversation that will set your company apart. CustomerThink founder/CEO Bob Thompson reveals his latest research on the multi-channel buying experience, and Lisa Abbott of Genesys explains how to solve cross-channel challenge.

Four Strategies to Shift Your Support Center from Surviving to Thriving

With an economic upturn on the horizon, it's time to focus on how to gain a sustainable competitive edge. In this webinar, contact center guru Bill Price reveals how to improve the customer experience, reduce operational costs and retain top technical talent.

TCE (Total Customer Experience) Model Building e-Workshop for Financial Services Providers

[August 27, 09:00-10:30 GMT] This program is designed to help Marketing, Sales and Service Executives of Financial Services Providers to build a TCE model to monitor, manage, and enhance the total customer experience across multiple channels and touch-points throughout the whole customer lifecycle.

Global Customer Experience Management Certification Program

[Sep. 30-Oct. 1, Paris] 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.

Featured Links

CEM Training and Certification

Patent-pending methodologies combine the art and science of Customer Experience Management.

On-Demand CRM Software

Use RightNow solutions to create the best possible customer experience while reducing costs.

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