Editorial Topics 2012

CustomerThink is focused on Customer-centric Business Management (CBM), which founder/CEO Bob Thompson defines 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 2012, the editorial strategy will cover customer-centric strategy, execution and technology. 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.

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
Outside-In Process: value delivery to customers, customer-driven process development, impact on growth and profitablility
Customer Loyalty: loyalty marketing, rewards programs, emotional vs. rational loyalty, advocacy, measurement approaches

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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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 May 29th in New York City. Stuart Ryder, SVP, Mobile Research Lead for Ipsos IOTX & 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.

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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.