Click to Visit

Click to Visit

Contributed Articles

Meet Your Company's New Chief Customer Officer

Customer intelligence is at an organizational inflection point. This practice, which is largely the evolution of database marketing, has become a critical driver of business strategy for global organizations in nearly every industry and vertical, because it supports decisions with data. In this way, CI's value extends well beyond the marketing organization. But what does a successful CI professional's future look like? The answer lies in the rise of a new type of executive, the Chief Customer Officer.
[Full Article]   Aug-26-2012

 

How to Successfully Implement Organizational Change

Technology is introducing a lot of change in the business world. Companies are struggling with security and cost strategies for BYOD (bring your own device) and mobile applications, deciding which applications and processes to move to the cloud, ensuring effectiveness in business intelligence and Big Data solutions, incorporating social media data for a holistic customer view and implementing a collaborative environment. Whatever the change, there is one question on every executive’s mind: “How do I ensure that this change gets the return that I need?”
[Full Article]   Aug-26-2012

 

Designing a Great Customer Experience in the Age of Irrational Customers

Recently we've seen a lot of interest in the emotional aspects of customer experience by some of the smartest practitioners we know -- chief customer officers. There’s a reason for this. Recent advances in the behavioral sciences now give us a better understanding of how people make decisions, experience pain and pleasure, and recall their experiences. So how should companies change their approach to customer experience in response to this new insight?
[Full Article]   Aug-26-2012

 

The 5 Biggest Challenges for Call Center Managers

Having to deal with angry customers, strict work schedules, penny-pinching upper management, and super high expectations are just some of the things that can make it the call center is one of the world’s toughest work environments. So, what are the 5 biggest challenges managers face in the call center?
[Full Article]   Aug-26-2012

 

Marketing Is Dead

Traditional marketing -- including advertising, public relations, branding and corporate communications -- is dead. Many people in traditional marketing roles and organizations may not realize they're operating within a dead paradigm. But they are. There's a lot of speculation about what will replace this broken model -- a sense that we're only getting a few glimpses of the future of marketing on the margins. Actually, we already know in great detail what the new model of marketing will look like. It's already in place in a number of organizations. Here are its critical pieces.
[Full Article]   Aug-19-2012

 

<< Prev1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 Next >>
Page: 92/106   Articles: 526