Natalie Petouhoff

Five Gottcha’s To Lookout for When Leading Customer Experience

The importance of leading the customer experience cannot be understated. However, if the CMO steps into this role, there are risks that come along...

7 Principles To Drive Success Factors For CMOs to Thrive When Leading Customer Experience

As brands realize Customer Experience Management is key to their overall strategy and long-term growth, our research at Constellation found CMOs should consider the...

Should the Chief Marketing Officer (CMO) Oversee the Whole Customer Experience?

Customers, Value Chain and The Customer Experience Imperative Should the CMO oversee the whole customer experience? Today, the value chain in business has gone from...

Microsoft and Salesforce Strengthen Strategic Partnership at Dreamforce 2015

Sometimes it does take a village. Yesterday’s product development would have been a bunch of developers, with lot’s of diet coke, cheese burgers and...

2015 Cars Online “The Selfie Experience” Study by Capgemni

As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience”. Phones have...

Productivity Drives Customer Engagement

Wondering how to get the ROI out of your CRM software? There’s many things that will affect it. One is productivity and it’s affect...

Is Email Dead Or Very Much Alive in Our Work and Play?

Some people say email is dead. Other’s know it’s not because they spend over half their day checking and responding to email. To find...

IOT: Salesforce Introduces New Service Cloud Lightning Console and Wave Analytics App

By 2020 it is estimated that there will be over 50 billion connected devices. And that means that consumers will be more connected than ever...

Stitch Labs: Democratizing Commerce and Empowering Retailers

Stitch Lab’s mission is to democratize commerce and empower retailers by providing resources to improve their businesses as well as their employee’s lives. Stitch is an...

Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

Buyer’s Guide for Customer Success Management: Gainsight I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles...

Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 1)

Buyer’s Guide for Customer Success Management: Totango I’m in the process of writing profiles of vendors in the customer success management industry. These vendor profiles...

Mintigo: Advanced Predictive Analytics for Marketers

Being able to make better use of your Marketing leads is the difference between closing deals and not. One of the most important aspects...

Maximizing Personalization to Differentiate Brands While Increasing ROI, & Loyalty Customer Experiences

Is Personalization At Scale Possible? Personalization at scale has long been a desired capability of many Marketers. Being able to deliver personalized messages would...

Mobile Customer Relationship Management: Mobile is the New CRM

Will The Mobile Device Ever Live Up to It’s Potential? Everyone in mobile commerce has been waiting to see mobile commerce take off. While...

Verint® Acquires Telligent® to Extend Online Community Customer Experience

TweetAs you might recall, Telligent®, acquired Zimbra, whose purpose was to help organizations enhance support, drive digital transformation and to ensure brand consistency. Today,...

A Great Place for Customer Service? Twitter: Oracle’s Social Roll-Out of A Twitter Enhanced...

There was a time when customers wrote a letter to customer service- ok that was a really long time ago. But not long ago,...

ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 2)

Welcome back to Part 2 of my vendor profile of ServiceSource®. If you’d like the full report, just scroll to the bottom of this...

ServiceSource®: Customer Success Management for a Post-Sale, On-Demand, Attention Economy (Part 1)

Customer Success Management: ServiceSource® provides B2B companies with technology-enabled services, cloud software and best-practice processes to improve customer success, drive revenue growth and decrease...

Articulate Your Business Case or Loose Customers To Competitors

We Are Out of The Hype Cycle: Digital and Social Applications Must Solve Business Issues: I know when I first started to learn about...

New Guidelines on Consumer Engagement and Data Privacy

TweetThe Consumer Goods Forum has created and agreed on a new set of ‘Consumer Engagement Principles’ (the “Principles”). The industry-wide Principles will act as a...

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