Dr. Natalie in the news… Who’s Quoting Dr. Natalie…
New York Times, Customer Service? Ask a Volunteer
Business Week, Extreme Customer Service
USA Today, More Marketers Use Social Networking To Reach Customers
Social+service=happy customers2
BtoB
Calculating the ROI of Social Media
Companies Need to Value What Every Department Can Contribute
Fast Company
Where Does Your Business Sit On The Social Media Adoption Curve?
Voice America – Mobility Goes Home for the Holiday
In our Era of Pervasive Mobility, most of us take the benefits of smart phones and tablet devices for granted. But it wasn’t so long ago that we didn’t have on-the-go connectivity to people, information, shopping, entertainment and work. On Nov. 23, two days before Black Friday starts the 2011 holiday season and the year’s busiest travel weekend, we’ll look at the social and business impacts of today’s ubiquitous personal mobility devices that connect people of all ages to whatever and whomever they choose, wherever they are. Meet mobility industry giants Paul Greenberg, the ‘father of CRM’; Sheryl Kingstone, Yankee Group mobility guru; Dr. Natalie Petouhoff, leading advocate for mobility in customer service; and Gregory J. Dunn, a key player in Sybase’s revolutionary 365 mobility strategy. Pour a cup of Joe, Earl or OJ and join us for food for thought on how our untethered access to mobile content and ecommerce services affects lifestyles for individuals, communities and businesses.
Listen to the recording HERE.
Geekazine.com
Dr. Natalie Petouhoff talks about Like My Stuff, Social Media Club – #BWELA
Girls in Tech
How Jennifer Lopez and Lady Gaga Engage Fans in Facebook Commerce
Books Dr. Natalie has written or been quoted in:
• Josh Bernoff’s Groundswell HEROes, Harvard Press.
(Chapter on Integrating Social Media Customer Service into the business)
• Don Peppers & Martha Roger’s Managing Customer Relationships.
(Chapter on Social Media Customer Service ROI)
• Clara Shih’s The Facebook Era.
(Chapter on Integrating Social Media Customer Service into the business)
• Paul Greenberg’s CRM At the Speed of Light.
(Chapter on Social Media & Marketing, Sales and Customer Service)
• Marsha Collier’s Online Customer Service.
(Chapter on integrating social media via PR, Marketing, Prod Dev, Customer Service)
• Brent Leary’s The Social Contract: The Age of Collaborative Relationships.
(Chapter on Social Business)
Articles, Research, Written by or Quoting Dr. Natalie…
Forrester Research:
CMO Report: Employees as Your Brand Ambassadors
CIO Magazine:
SaaS Applications: Do They Deliver Value?
Top Ten People to Follow in the Social CRM Space and Why (Part 2)
Is @oldspice engaging with the social customer – PR or SCRM?
The Future of Customer Service is Here – Are You Ready For It?
The Social Contract: From Rousseau to Kevin Smith
The State of CRM: Analyst Roundtable Conversation
The Economics of Social Business
Why Sales is Still Missing from Social CRM
Aggregating Some Random Pieces: The Social CRM Industry
The Evolution of Customer Acquisition at CRM Revolution #CRMe10
The Economics of Social Business
The State of CRM: Analyst Roundtable Conversation
InfoWorld:
Dirty Vendor Tricks
ZDNet:
Beyond Kumbaya: More on ROI for customer service communities
Enterprise 2.0 ROI Metrics: One Size Doesn’t Fit All
Forrester CRM analyst discusses IT failure [podcast]
CRM Magazine:
Social CRM Showdown
Can You Create A Viral Hit?
5 Recession-Busting Customer Service Strategies
1to1 Magazine:
Who Should Lead the Customer Social Media Interaction?
Got “Transformation?
Why Customer Communities Work
Innovating Customer Service
Forming a Contact Center Partnership
Is Your Customer Service Staff in Jeopardy
Cashing in on Social Media
Customer Service Can Equal Revenue
Expert Insight Column: What’s Your Customer Profit Plan?
TMCNet:
Forrester’s Practical Solutions To Growing Business and Cutting Costs
Customer Strategy:
Want to gain competitive advantage – then start looking after your customers NOW!
CustomerThink:
Building the Social Customer Service Experience
When a Smart Phone Was Too Smart: Why a Major Telco Bucked the Technology-Buying Paradigm
SearchCRM:
Customer Service Software Rankings Look Familiar
Graziadio School of Business Pepperdine University, Business Report:
The Business Impact of Change Management: What is the Common Denominator for High Project ROI’s
Multi-Channel Merchant:
The Benefits of Making Customer Advocacy Job #1: Happy Customers
Customer Solutions Interactions:
How Much Is Your Customer’s Trust Worth: Data Privacy and Protection?
CRM Magazine:
Forrester Research Finds Disservice in Self-Service
The Tipping Point – The Scientific Reason for CRM Failure – Part 1
The Tipping Point – The Scientific Reason for CRM Failure – Part 2
How Much Is Your Customer’s Trust Worth? The Case for Customer Data Privacy and Protection
CRMGuru.com:
Balancing a Company’s Need for Data With Privacy: How Much Is Your Customer’s Trust Worth?
Organizational Change Management; Appease the Brain and Reduce the Resistance To Change
How Do You Handle Brain Drain? Capture Corporate Brain Trust Knowledge Before You Downsize With Knowledge Management
No Call Center, No Business. Really!
1to1 Weekly:
Customer Service Can Equal Revenue,
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