Natalie Petouhoff

NEW STUDY: Christmas Music and Décor Before Thanksgiving Make Them Lose Their Temper

SOASTA, a performance analytics firm, announced the results of its 2015 Holiday Retail Readiness Survey, which revealed: 66% of Americans expect they will lose their temper this holiday season over annoyances such: 38% as traffic/parking 37% long lines in stores and websites and 19% mobile apps…

Tech Startup RevJet Reveals World’s First Creative Side Platform (CSP)

One way to enter the marketplace is to do all your development stealth-style and then announce to the world what you have created. And that, in fact is what RevJet, a tech start-up has done. Atter a year of confidential development, the marketing technology...

Breaking Big: Teradata Believes We are in the Internet of Analytics vs #IOT

Teradata announced two new breakthrough software capabilities that empower business users to uncover and operationalize the insights hidden within Internet of Things (IoT) data. These were 1. Teradata® Listener™ and 2. Teradata Aster® Analytics on Hadoop make it possible to intelligently listen in real-time and then use analytics...

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 with the rewards. It may mean, in some organizations, that you’ll have to start by wearing a flak jacket to...

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 following 7 principles when leading customer experience initiatives: Bring passion about the brand you work for and drive cross-functional collaboration and...

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 products that became commodities to services that fuel anticipation of superb customer experiences that go beyond anything customers have expected...

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 very late days and nights programming like crazy. But today, product development has changed. How? More and more companies are...

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 become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one. Something...

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 on customer engagement. According to the Journal of Experimental Psychology,1 every time a user switches programs or applications, there is...

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 out how prevalent email is in our work and play life, Adobe did a study to explore how present email is...

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 before, across mobile phones, wearables and other devices and the field of IOT will continue to expand. So if consumers...

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 online inventory control solution that simplifies multichannel retail business. It automatically syncs inventory, orders, and sales across channels, providing retailers...

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 are a tool for buyers to evaluate their customer success management options before selecting a vendor. In addition to an...

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 are a tool for buyers to evaluate their customer success management options before selecting a vendor. In addition to an...

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 of  marketing is to be able to have better discernment around the leads. And one way to understand which leads...

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 not only differentiate a brand from all the others that are trying to do this, but miss terribly. (i.e., I...

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 individuals report it’s the one device they always have with them, the change in mobile commerce and CRM has not...

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, Verint acquired Telligent®. The reason for the acquisition? Verint wants to extended its customer engagement optimization portfolio with the addition of a...

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, the phone was what a majority of people used to contact customer service. And then along comes social media. As...

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 post! Customer Success Management Field Sees Tremendous Growth Through conversations with clients, prospective buyers, system integrators, partners, and vendors, Constellation sees…

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