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Editorial Topics 2010

CustomerThink is focused on Customer-centric Business Management, 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 2010, the editorial strategy will cover customer-centric strategy, execution and technology. Featured articles, blogs and interviews will provide insights on these major business themes:

  • Customer Relationship Management (CRM)—How to manage customer information to optimize marketing, sales and service processes and drive profitable growth.
  • Customer Experience Management (CEM)—How to design and deliver memorable experiences through systems and people to create loyal relationships.
  • Customer Collaboration Management (CCM)—Create a genuine two-way dialog and mutual benefits with customers using social media and co-innovation.

Through contributions from our online community, which include some of the foremost experts in the world, we will cover the following topics throughout the year. Click on the topic links to visit the landing page for that topic.

  • CxO Leadership: Customer-centric strategy, culture and organization alignment through effective measurements and rewards.
  • Digital Marketing: Lead management, online marketing, web analytics, email marketing, multi- and cross-channel marketing
  • Sales Performance: Sales effectiveness, sales process, performance management, compensation, tools
  • Service and Support: Multi-channel service, channel adoption, knowledge management, chat, mobile, quality vs. cost
  • Customer Experience: Differentiated experiences, feedback management, emotional response
  • Social Business: Social CRM, Enterprise 2.0, customer communities, external social networks
  • Innovation: Customer-driven innovation, ideation, co-creation
  • Customer Analytics: Text mining, speech analytics, predictive analytics
  • Enterprise Technology: Cloud computing, mobile, open source, Web 2.0, industry trends
  • Contact Center: Speech-enabled IVRs, virtual contact centers, unified communications, workforce management, first-contact resolution
You can contribute to CustomerThink by blogging or submitting an article for publication. If you have questions or suggestions, please contact the CustomerThink managing editor.
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[March 17-18, 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.

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