Editor's Picks

Thought Leadership Articles

In the Fourth Industrial Revolution, Customers Remain King. What About Workers?

Jola Burnett -

A Buyer-Centric, Collaborative Way to Bring New Offerings to Market

John Holland -
I once worked with a software company whose offering monitored the age and usage of manufacturing equipment. They offered an alternative to regularly scheduled...

Blockchain and AI — Power Unleashed

Thomas Wieberneit -
Two of the biggest and most discussed topics in the past couple of years or so have been Bitcoin and artificial intelligence with machine...

How to Apply Machine Learning to Your Digital Marketing Strategy

Jerelle Gainey -
As a digital marketer, have you ever created a spreadsheet containing the individual purchase history of all consumers searching for a product in your...

Why Now is the Perfect Time to be a Sales Professional… Even for Millennials

Barry Trailer -
In the previous column, I introduced the notion of Sales as a Profession (SaaP) and some of the steps that have been cataloged toward...

Big Ideas Videos

Think Tank Discussions

To Have Friction or Not To Have Friction Along the Customer...

Vidya Priya Rao -
Instead of viewing friction as negative or something to eliminate, consider how you can apply it to your conversations in a positive, honest and respectful manner.

5 Things You Should Not Do in the Name of Customer Experience

Joseph Michelli -

Why CRM Struggles To Improve The Customer Experience

Paul Selby -

How to Fix Cable: Better CX, More Innovation, or Lower Prices?

Bob Thompson -

Is your thought leadership really “thought followership”?

Bob Apollo -

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4 Steps to Developing your Customer Care Strategy

The quality of a customer care strategy can make or break a company. Simply resolving a customer service issue or complaint is no longer enough, there is always room for improvement. Download this ebook to learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Taking Action with Customer Satisfaction (CSAT) in Salesforce

Integrating CSAT data with Salesforce takes the guesswork out of customer experience management. You can measure service quality across channels, understand the impact of each customer touchpoint, and develop processes to close the loop faster and more effectively. Read this guide to learn how.

Customer What? The honest and practical guide to customer experience

Part practice handbook, part novel, part therapy, Customer what? is a practical guide to creating, and sustaining, the focus on customer experience to create value in the long term. The book is divided into four sections – each contains an overview of what needs doing; a set of practical activities

The Essential Guide to Building Your Lead-to-Revenue (L2R) Machine

This important eBook covers eight components of an effective L2R Machine including branding, sales models, offers, content, technology and KPIs – all designed to generate more leads and revenue and build greater company value. You will learn how each of the eight components supports the overall L2R machine.

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