CustomerThink - Interviews http://www.customerthink.com/all_interviews/%2A All Interviews en "Bill of Rights" to Improve SaaS Vendor-Client Relationships: An Interview with Altimeter Group's Ray Wang http://www.customerthink.com/interview/saas_customer_bill_of_rights_ray_wang_altimeter_group http://www.customerthink.com/interview/saas_customer_bill_of_rights_ray_wang_altimeter_group#comments Enterprise Technology Fri, 05 Mar 2010 17:35:14 -0600 rwang 231734 at http://www.customerthink.com Social Media in Business: Hype vs. Hope http://www.customerthink.com/interview/social_media_hype_vs_hope http://www.customerthink.com/interview/social_media_hype_vs_hope#comments CxO Leadership Digital Marketing Sales Performance Service and Support Social Business Chief Customer Officer Chief Information Officer Sun, 11 Oct 2009 21:52:59 -0500 bob_thompson 224677 at http://www.customerthink.com Paradigm Shift: Designing the Social Business http://www.customerthink.com/interview/david_armano_social_business_paradigm_shift http://www.customerthink.com/interview/david_armano_social_business_paradigm_shift#comments CxO Leadership Digital Marketing Sales Performance Service and Support Social Business Customer Strategy Chief Customer Officer Chief Information Officer Organization Alignment Experience and Process Design Mon, 28 Sep 2009 12:13:44 -0500 armano 223828 at http://www.customerthink.com Innovative Experiences: The Cure for Bored Customers http://www.customerthink.com/interview/innovative_experiences_cure_for_bored_customers http://www.customerthink.com/interview/innovative_experiences_cure_for_bored_customers#comments Social Business Customer Experience Customer Loyalty Chief Customer Officer Mon, 14 Sep 2009 12:01:00 -0500 Chip Bell 223159 at http://www.customerthink.com Genesys Evolution to "Dynamic Customer Engagement" http://www.customerthink.com/interview/genesys_evolution_dynamic_customer_egagement http://www.customerthink.com/interview/genesys_evolution_dynamic_customer_egagement#comments Large Enterprise Service and Support Contact Center Customer Experience Chief Customer Officer Chief Information Officer Mon, 31 Aug 2009 00:00:00 -0500 Nicolas_de_Kouchkovsky 222501 at http://www.customerthink.com Earning Loyalty from Search-and-Switch Customers http://www.customerthink.com/interview/jill_griffin_taming_search_and_switch_customer http://www.customerthink.com/interview/jill_griffin_taming_search_and_switch_customer#comments CxO Leadership Digital Marketing Service and Support Customer Loyalty Customer Strategy Chief Customer Officer Organization Alignment Fri, 19 Jun 2009 13:23:17 -0500 jill_griffin 219909 at http://www.customerthink.com Sell More by Reading Your Prospect's "Digital Body Language" http://www.customerthink.com/interview/digital_body_language http://www.customerthink.com/interview/digital_body_language#comments Digital Marketing Sales Performance Customer Analytics Voice of Customer Web Analytics Wed, 25 Mar 2009 00:00:00 -0500 steve_woods 214979 at http://www.customerthink.com Use Marketing Analytics to Beat the Recession Blues http://www.customerthink.com/interview/marketing_analytics_beat_recession_blues http://www.customerthink.com/interview/marketing_analytics_beat_recession_blues#comments Digital Marketing Customer Analytics Web Analytics Chief Information Officer Sat, 21 Mar 2009 23:07:56 -0500 naras_eechambadi 214952 at http://www.customerthink.com As VRM Empowers Consumers, What is the Win for Business? http://www.customerthink.com/interview/doc_searls_vendor_relationship_management http://www.customerthink.com/interview/doc_searls_vendor_relationship_management#comments Social Business Chief Customer Officer Chief Information Officer Thu, 05 Feb 2009 23:02:37 -0600 dsearls 210578 at http://www.customerthink.com Make Better Real-Time Decisions with Predictive Analytics http://www.customerthink.com/interview/predictive_analytics_real_time_decisions http://www.customerthink.com/interview/predictive_analytics_real_time_decisions#comments Digital Marketing Sales Performance Customer Analytics Performance Management Web Analytics Chief Customer Officer Chief Information Officer Customer Information Architecture Technology Implementation Mon, 02 Feb 2009 01:07:14 -0600 Eric Victor Siegel 210090 at http://www.customerthink.com Instranet Raises the IQ of Salesforce.com Customer Service and Support http://www.customerthink.com/interview/alex_dayon_instranet_salesforce_css http://www.customerthink.com/interview/alex_dayon_instranet_salesforce_css#comments Service and Support Enterprise Technology Chief Information Officer Fri, 16 Jan 2009 00:00:00 -0600 alex_dayon 209010 at http://www.customerthink.com CRM: Still Misunderstood, Still Vital http://www.customerthink.com/interview/francis_buttle_crm_still_misunderstood http://www.customerthink.com/interview/francis_buttle_crm_still_misunderstood#comments Digital Marketing Customer Strategy Chief Customer Officer Sat, 10 Jan 2009 22:45:37 -0600 francis_buttle 208478 at http://www.customerthink.com NetSuite Takes on SAP With "One System" in the Cloud http://www.customerthink.com/interview/netsuite_one_system_cloud http://www.customerthink.com/interview/netsuite_one_system_cloud#comments CxO Leadership Enterprise Technology Chief Customer Officer Chief Information Officer Sun, 07 Dec 2008 23:20:01 -0600 zach_nelson 206259 at http://www.customerthink.com Recipe for Sales Success in Any Economy: Effectiveness, Not Just Automation http://www.customerthink.com/interview/sales_success_effectiveness_not_automation http://www.customerthink.com/interview/sales_success_effectiveness_not_automation#comments Large Enterprise Sales Performance Midsize Business Performance Management Chief Information Officer Wed, 19 Nov 2008 14:42:32 -0600 razi_imam 205398 at http://www.customerthink.com Practical Ways to Use Web 2.0 in Your Business http://www.customerthink.com/interview/practical_ways_use_web_2_0_your_business http://www.customerthink.com/interview/practical_ways_use_web_2_0_your_business#comments Digital Marketing Sales Performance Social Business Fri, 31 Oct 2008 20:03:17 -0500 john_todor 204587 at http://www.customerthink.com Customers Can Handle More Than One Channel, so Why Can't You? http://www.customerthink.com/interview/customers_can_handle_more_one_channel http://www.customerthink.com/interview/customers_can_handle_more_one_channel#comments Digital Marketing Web Analytics Customer Strategy Chief Customer Officer Organization Alignment Transportation / Travel / Leisure Wed, 20 Aug 2008 11:51:44 -0500 AkinArikan 201574 at http://www.customerthink.com The Best Service Is No Service http://www.customerthink.com/interview/best_service_no_service http://www.customerthink.com/interview/best_service_no_service#comments CxO Leadership Service and Support Chief Customer Officer Mon, 30 Jun 2008 08:00:00 -0500 bill_price 199111 at http://www.customerthink.com You Can Make a Business Case for Customer Experience http://www.customerthink.com/interview/business_case_for_customer_experience http://www.customerthink.com/interview/business_case_for_customer_experience#comments CxO Leadership Digital Marketing Customer Experience Voice of Customer Customer Loyalty Customer Strategy Chief Customer Officer Customer Information Architecture Tue, 04 Sep 2007 07:58:00 -0500 colin_shaw 2144 at http://www.customerthink.com Sifting Through Online Data Can Change Your Fortunes http://www.customerthink.com/interview/sifting_through_online_data_tealeaf_geoff_galat http://www.customerthink.com/interview/sifting_through_online_data_tealeaf_geoff_galat#comments CxO Leadership Digital Marketing Service and Support Contact Center Customer Analytics Enterprise Technology Financial Services Chief Information Officer Technology Implementation Mon, 18 Jun 2007 08:00:00 -0500 geoff_galat 1610 at http://www.customerthink.com Can You Keep Tabs of Your Customers Across Multiple Channels? An Interview With Marco Pacelli http://www.customerthink.com/interview/customers_across_multiple_channels_clickfox http://www.customerthink.com/interview/customers_across_multiple_channels_clickfox#comments Service and Support Contact Center Customer Analytics Customer Experience Chief Customer Officer Chief Information Officer Customer Information Architecture Technology Implementation Mon, 21 May 2007 07:59:00 -0500 marco_pacelli 1276 at http://www.customerthink.com How BNSF Railway Managed Change: An Interview With Elizabeth Obermiller http://www.customerthink.com/interview/how_bnsf_railway_managed_change http://www.customerthink.com/interview/how_bnsf_railway_managed_change#comments Customer Strategy Chief Information Officer Experience and Process Design Technology Implementation Transportation / Travel / Leisure Mon, 23 Apr 2007 07:58:00 -0500 elizabeth_obermiller 1084 at http://www.customerthink.com You Can Love Your Bank: An Interview With First Direct's Marcus Golby http://www.customerthink.com/interview/first_direct_love_your_bank http://www.customerthink.com/interview/first_direct_love_your_bank#comments Digital Marketing Sales Performance Service and Support Contact Center Customer Experience Customer Loyalty Customer Strategy Financial Services Chief Customer Officer Organization Alignment Mon, 26 Feb 2007 10:00:00 -0600 marcus_golby 677 at http://www.customerthink.com You Can Get to Know Your Guest: An Interview With Hilton Hotels' Jim VonDerheide http://www.customerthink.com/interview/know_your_guest_hilton_hotels http://www.customerthink.com/interview/know_your_guest_hilton_hotels#comments Customer Analytics Customer Experience Customer Loyalty Chief Customer Officer Hospitality / Entertainment Transportation / Travel / Leisure Mon, 20 Nov 2006 00:00:00 -0600 jim_vonderheide 836 at http://www.customerthink.com How You Get Beyond Words and Truly Become Customer-Focused: An Interview With Jim Barnes http://www.customerthink.com/interview/how_you_become_customer_focused http://www.customerthink.com/interview/how_you_become_customer_focused#comments CxO Leadership Digital Marketing Customer Experience Customer Loyalty Chief Customer Officer Mon, 16 Oct 2006 00:00:00 -0500 jim_barnes 697 at http://www.customerthink.com "The Future of Software Exists in Great Ideas": An Interview With SugarCRM's John Roberts http://www.customerthink.com/interview/software_future_sugarcrm_john_roberts http://www.customerthink.com/interview/software_future_sugarcrm_john_roberts#comments Computers / Technology Chief Information Officer Technology Implementation Mon, 04 Sep 2006 00:00:00 -0500 john_roberts 831 at http://www.customerthink.com Build Your Business Around the Ultimate Loyalty Driver: An Interview With Fred Reichheld http://www.customerthink.com/interview/ultimate_loyalty_driver_fred_reichheld http://www.customerthink.com/interview/ultimate_loyalty_driver_fred_reichheld#comments Customer Analytics Customer Loyalty Chief Customer Officer Mon, 24 Jul 2006 00:00:00 -0500 fred_reichheld 832 at http://www.customerthink.com CRM Can Be a Great Success, if You Have Buy-In at the Top: An Interview With Mike Overly http://www.customerthink.com/interview/for_success_crm_have_buy_in_at_top http://www.customerthink.com/interview/for_success_crm_have_buy_in_at_top#comments CxO Leadership Computers / Technology Customer Strategy Chief Information Officer Customer Information Architecture Organization Alignment Experience and Process Design Technology Implementation Mon, 27 Mar 2006 00:00:00 -0600 mike_overly 699 at http://www.customerthink.com What Business Leaders Can Learn From "Moments of Truth": An Interview With Former SAS CEO Jan Carlzon http://www.customerthink.com/interview/jan_carlzon_moments_of_truth http://www.customerthink.com/interview/jan_carlzon_moments_of_truth#comments CxO Leadership Digital Marketing Service and Support Customer Analytics Customer Experience Customer Loyalty Customer Strategy Chief Customer Officer Hospitality / Entertainment Transportation / Travel / Leisure Tue, 07 Mar 2006 00:00:00 -0600 jan_carlzon 700 at http://www.customerthink.com How BMW Channels Information to Everyone Involved in a Car Purchase: An Interview With Ralf Caly http://www.customerthink.com/interview/ralf_caly_how_bmw_channels_information http://www.customerthink.com/interview/ralf_caly_how_bmw_channels_information#comments CxO Leadership Digital Marketing Sales Performance Service and Support Customer Experience Customer Loyalty Fast-Moving Consumer Goods Customer Strategy Chief Customer Officer Organization Alignment Transportation / Travel / Leisure Mon, 27 Feb 2006 00:00:00 -0600 ralf_caly 701 at http://www.customerthink.com Gain Insight Into How Your Customers Think: An Interview With Michael Lowenstein http://www.customerthink.com/interview/insight_into_how_customers_think http://www.customerthink.com/interview/insight_into_how_customers_think#comments CxO Leadership Customer Experience Customer Loyalty Customer Strategy Chief Customer Officer Tue, 31 Jan 2006 00:00:00 -0600 michael_lowenstein 702 at http://www.customerthink.com Microsoft Rolls Out a New Brand and a New Version: An Interview With Brad Wilson http://www.customerthink.com/interview/microsoft_rolls_out_new_brand http://www.customerthink.com/interview/microsoft_rolls_out_new_brand#comments Computers / Technology Chief Customer Officer Chief Information Officer Technology Implementation Tue, 03 Jan 2006 00:00:00 -0600 brad_wilson 717 at http://www.customerthink.com What's in Store for Siebel?: An Interview With Bruce Cleveland http://www.customerthink.com/interview/whats_in_store_for_siebel http://www.customerthink.com/interview/whats_in_store_for_siebel#comments Computers / Technology Chief Information Officer Technology Implementation Wed, 30 Nov 2005 00:00:00 -0600 bruce_cleveland 716 at http://www.customerthink.com It Takes a Village To Provide Customer Experience: A Discussion on CEM http://www.customerthink.com/interview/it_takes_a_village_to_do_cem_right http://www.customerthink.com/interview/it_takes_a_village_to_do_cem_right#comments CxO Leadership Digital Marketing Customer Analytics Customer Experience Voice of Customer Chief Customer Officer Customer Information Architecture Tue, 29 Nov 2005 00:00:00 -0600 cooper_dyche_greenberg_kinikin_maoz_thompson 688 at http://www.customerthink.com On-Demand Helps Put the Customer in the Driver's Seat: An Interview With RightNow's Greg Gianforte http://www.customerthink.com/interview/on_demand_puts_customer_drivers_seat http://www.customerthink.com/interview/on_demand_puts_customer_drivers_seat#comments CxO Leadership Computers / Technology Customer Strategy Chief Information Officer Technology Implementation Tue, 15 Nov 2005 00:00:00 -0600 greg_gianforte 715 at http://www.customerthink.com Marketing Can Be Accountable and Creative: An Interview With Naras Eechambadi http://www.customerthink.com/interview/marketing_can_be_accountable_creative http://www.customerthink.com/interview/marketing_can_be_accountable_creative#comments Digital Marketing Customer Strategy Performance Metrics Tue, 08 Nov 2005 00:00:00 -0600 naras_eechambadi 704 at http://www.customerthink.com CMAT Can Tell You How Well You Manage Your Customers: An Interview With Neil Woodcock and Doug Leather http://www.customerthink.com/interview/cmat_can_rate_your_customer_management http://www.customerthink.com/interview/cmat_can_rate_your_customer_management#comments CxO Leadership Customer Experience Performance Management Performance Metrics Chief Customer Officer Customer Information Architecture Mon, 05 Sep 2005 00:00:00 -0500 woodcock_leather 686 at http://www.customerthink.com You Can Sell Products—and Please Customers: An Interview With Jay Galbraith http://www.customerthink.com/interview/jay_galbraith_sell_products_please_customers http://www.customerthink.com/interview/jay_galbraith_sell_products_please_customers#comments CxO Leadership Computers / Technology Customer Strategy Chief Customer Officer Telecommunications Mon, 15 Aug 2005 00:00:00 -0500 jay_galbraith 703 at http://www.customerthink.com Make Customer Strategies Work: An Interview With Lior Arussy http://www.customerthink.com/interview/lior_arussy_make_customer_strategies_work http://www.customerthink.com/interview/lior_arussy_make_customer_strategies_work#comments CxO Leadership Customer Experience Customer Loyalty Customer Strategy Chief Customer Officer Organization Alignment Tue, 03 May 2005 00:00:00 -0500 lior_arussy 763 at http://www.customerthink.com Can You Get More From Your Contact Center?: A Tele-panel Discussion http://www.customerthink.com/interview/round_table_get_more_from_contact_center http://www.customerthink.com/interview/round_table_get_more_from_contact_center#comments Digital Marketing Service and Support Contact Center Customer Analytics Chief Customer Officer Technology Implementation Tue, 05 Apr 2005 00:00:00 -0500 fluss_price_kriss 684 at http://www.customerthink.com Do You Think Your Customers Love You? Think Again: An Interview With Patrick Barwise http://www.customerthink.com/interview/patrick_barwise_think_customers_love_you http://www.customerthink.com/interview/patrick_barwise_think_customers_love_you#comments CxO Leadership Digital Marketing Customer Experience Customer Loyalty Customer Strategy Chief Customer Officer Tue, 15 Mar 2005 00:00:00 -0600 patrick_barwise 878 at http://www.customerthink.com How Can Data Help Your Business?: A Round Table Discussion on Business Intelligence http://www.customerthink.com/interview/how_can_data_help_your_business http://www.customerthink.com/interview/how_can_data_help_your_business#comments Digital Marketing Customer Analytics Customer Loyalty Chief Information Officer Tue, 22 Feb 2005 00:00:00 -0600 landis_eechambadi_mcknight 747 at http://www.customerthink.com Use Performance Management To Realize the Promise of CRM: An Interview With Pilot Software's Jonathan D. Becher http://www.customerthink.com/interview/performance_management_promise_of_crm http://www.customerthink.com/interview/performance_management_promise_of_crm#comments Digital Marketing Computers / Technology Customer Analytics Performance Management Performance Metrics Chief Information Officer Technology Implementation Tue, 22 Feb 2005 00:00:00 -0600 jonathan_becher 748 at http://www.customerthink.com How Do You Give Marketing Relief From Spreadsheets?: An Interview With Unica's Yuchun Lee http://www.customerthink.com/interview/unica_yuchun_lee_relief_from_spreadsheets http://www.customerthink.com/interview/unica_yuchun_lee_relief_from_spreadsheets#comments Digital Marketing Customer Analytics Customer Loyalty Chief Information Officer Tue, 22 Feb 2005 00:00:00 -0600 yuchun_lee 736 at http://www.customerthink.com You Want To Target Mom? Email Her http://www.customerthink.com/interview/to_target_mom_email_her http://www.customerthink.com/interview/to_target_mom_email_her#comments Digital Marketing Customer Analytics Customer Experience Tue, 08 Feb 2005 00:00:00 -0600 kevin_burke 760 at http://www.customerthink.com Unisys' Crystal Ball Shows CRM-ERP Integration and a Push for Metrics in 2005: An Interview with Rich Jaso http://www.customerthink.com/interview/unisys_crystal_ball_crm_erp_integration http://www.customerthink.com/interview/unisys_crystal_ball_crm_erp_integration#comments Computers / Technology Performance Metrics Chief Information Officer Technology Implementation Tue, 01 Feb 2005 00:00:00 -0600 rich_jaso 762 at http://www.customerthink.com Who Owns Customer-Centricity?: A Round Table Discussion http://www.customerthink.com/interview/round_table_who_owns_customer_centricity http://www.customerthink.com/interview/round_table_who_owns_customer_centricity#comments CxO Leadership Customer Strategy Performance Metrics Chief Customer Officer Organization Alignment Tue, 18 Jan 2005 00:00:00 -0600 rance_levy_burrows 683 at http://www.customerthink.com The Reports of CRM Failure Are Highly Exaggerated: An Interview With Gartner's Ed Thompson http://www.customerthink.com/interview/reports_crm_failure_highly_exaggerated http://www.customerthink.com/interview/reports_crm_failure_highly_exaggerated#comments CxO Leadership Computers / Technology Enterprise Technology Chief Information Officer Technology Implementation Tue, 07 Dec 2004 00:00:00 -0600 ed_thompson 848 at http://www.customerthink.com Tesco Shines at Loyalty: An Interview With Clive Humby http://www.customerthink.com/interview/clive_humby_tesco_shines_at_loyalty http://www.customerthink.com/interview/clive_humby_tesco_shines_at_loyalty#comments Digital Marketing Customer Analytics Customer Loyalty Customer Strategy Chief Customer Officer Organization Alignment Retail Sales Thu, 01 Apr 2004 00:00:00 -0600 clive_humby 936 at http://www.customerthink.com