In The News

Dr. Natalie in the news… Who’s Quoting Dr. Natalie…

VentureBeat: When Too Much Focus On Customer Experience is a Bad Thing

Dynatrace Blog: Is management of Digital Experiences Lost on CX Pros?

SmartCustomerService: AirHelp Promised To Handle Customer Service for Airline Customers

Oracle Research: Should the Chief Marketing Officer Oversee the Whole Customer Experience? The Risks and Rewards of Leading an Organization to Deliver in This Digital Oriented World. This research report examines the need for businesses to have a senior executive lead the end-to-end customer experience. New customer expectations have put pressure on companies to deliver on these experiences which affect the revenue, margin, and profits of a company. Companies considering appointment of the CMO to this leadership role can use this report for fresh insights. 

TechNewsWorldAmazon, Walmart Gear Up for Summer e-Commerce Throwdown

DestinationCRMHow to Succeed in Real-Time Marketing

Retail TouchPointAttention C-Level Execs: Own The Customer Experience To Drive Digital Success

New York Times, Customer Service? Ask a Volunteer

DestinationCRMCustomer Success Management Comes of Age

Business Week, Extreme Customer Service

USA Today, More Marketers Use Social Networking To Reach Customers

LiveMint, Seven Steps to Successful Leadership in Digital Customer Experience

CustomerThink: The Digital Disruption Tour

DestinationCRM, The 2016 CRM Service Leaders

DestinationCRM, The BOOMER GENERATION: Booming or Busting?

DestinationCRM, Facebook Adds to Customer Service on Pages

CustomerThink: Neuroscience Proves Customer Experience Isn’t Just Fluff

San Francisco GATE: Reddit CEO (mostly) upholds status quo on controversial site

DestinationCRM: Apple and Google Yield Control Over Consumer Data

CRMBuyer: Fusion Launches Enterprise Cloud Contact Center Solutions

TechNewsWorld: Chatbots Drive Shopify’s Kit CRM Deal: Facebook And Instagram Adding Them Too

DestinationCRM: Deciphering Digital Disruption

BizTech: How IT Metrics Can Drive IT Transformation

VentureBeat Should the CMO Run the Whole Customer Experience?

TCFCRThe Significance of Digital and Social Media

CMS Wire: Webinar: Is Social the New Customer Call Center?

CustomerThink: The Social Selling Index

DestinationCRM: Brands Must Improve Customer Experience in E-Commerce

Smart Customer Service:SMS for Service: What Brands Can Learn from the Hotel Industry

NGDATA: The 50 Best Blogs on Building Customer Relationships and Creating Remarkable Experiences for your Customers

DestinationCRM: Integrate CRM and ERP for Better Intelligence

CustomerThink: Productivity Drives Customer Engagement

DestinationCRM: Twitter and Facebook Enable More Social Customer Service

CustomerThink: Customer Success Management in an On-Demand Economy

DestinationCRM: Why Instagram, Tumblr and Pinterest Matter to Brands

DestinationCRM: Salesforce Unleashes Sales Wave Analytics App, Updates Marketing Cloud

DestinationCRM: Totango Releases ROI Metrics To Help Companies Monitor Product Performance

DestinationCRM: Citrix, Box Turn to Gainsight for Customer Success

DestinationCRM: McDonald’s Commercial Tops NetBase’s List of Best Super Bowl Ads

DestinationCRM: Managing CX in the Age of Digital Disruption

DestinationCRM: CRM Influential Leaders

DestinationCRM: Oracle Announces LinkedIn Support, Touts Key Updates To Social and Marketing Clouds

DestinationCRM: Genesys Acquires Social Customer Care Provider Solariat

DestinationCRM: Social Can Yield Positive Results

DestinationCRM: Salesforce.com Rumored to Be Acquiring GoInstant

DestinationCRM: Social CRM Off to a Strong Start

DestinationCRM: Take Your Facebook Page to the Next Level with F-Commerce

DestinationCRM: Social Media As Customer Service

DestinationCRM: The Social Customer Economy

DestinationCRM: RightNow Brings Cloud Monitoring to the Suite

DestinationCRM: Environmental Distress Affects Your Agent’s Stress Levels

DestinationCRM: Innovation Picks Up Static

DestinationCRM: Can You Create a Viral Hit?

DestinationCRM: Social CRM Showdown

DestinationCRM: Serving Up Service Strategies

DestinationCRM: The 7 Benefits of Online Customer Service Communities

DestinationCRM: Service and Social Media: You’re Not Social (Enough)

DestinationCRM: 5 Recession-Busting Customer Service Strategies

DestinationCRM: Companies Catch the Customer Experience Wave

DestinationCRM: Disservice in Self-Service

DestinationCRM: How Much is Your Customers’ Trust Worth?

DestinationCRM: The Scientific Reason for CRM Failures: Part 1 Resistance

DestinationCRM: The Scientific Reason for CRM Failures: Part 2 Lack of Organizational Change Management

Books, Research & Articles

Books Dr. Natalie has authored:

  • The Leadership Advantage, AMG Press, 2007 (Wrote for Hitachi Executives)
  • Reinventing Your Contact Center: Managers Guide To Managing Multi-Channel Contact Centers, Prentice Hall, 2006
  • Integrating Your People with Process and CRM Technology: Change Management That Provides An ROI, Anton Press, 2005.
  • CRM: The Bottom Line to Optimizing Your ROI, Prentice Hall, 2001
  • Recruiting and Retaining Call Center Employees, ASTD, 2001.
  • Customer Service at a Crossroad, Anton Press 2003. (Wrote for CEO of Knowlagent)
  • Customer Obsession, Anton Press, 2002 (Wrote for CEO of Genesys)
  • CRM Technology, Anton Press, 2002. (Wrote for Executive at SBC)
  • Conducting A Call Center Audit, Anton Press, 2002. (Wrote for Executive at Benchmarkportal)

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:
Totango Releases ROI Metrics to Help Companies Monitor Product Performance
Citrix, Box Turn to Gainsight for Customer Success
McDonald’s Commercial Tops NetBase’s List of Best Super Bowl Ads
Managing CX in the Age of Digital Disruption
The 2014 CRM Influential Leaders
Oracle Announces LinkedIn Support, Touts Key Updates to Social and Marketing Clouds
Genesys Acquires Social Customer Care Provider Solariat
Social Can Yield Positive Results
Salesforce.com Rumored to Be Acquiring GoInstant
Social CRM Off to a Strong Start
Take Your Facebook Page to the Next Level with F-Commerce
Social Media as Customer Service
The Social Customer Economy
RightNow Brings Cloud Monitoring to the Suite
Environmental Distress
Innovation Picks Up Static
Accel-KKR Purchases Kana
Social CRM Showdown
Can You Create A Viral Hit?
5 Recession-Busting Customer Service Strategies
Parature Joins the Twitter Stream
Serving Up Service Strategies
The 7 Benefits of Online Customer Service Communities
Service and Social Media: You’re Not Social (Enough)
The 2009 CRM Service Awards: Rising Stars — Sword Ciboodle: Crossing the Pond
Companies Catch the Customer Experience Wave
Forrester Research Finds Disservice in Self-Service
How Much Is Your Customers’ Trust Worth?
The Scientific Reason for CRM Failure, Part 2
The Scientific Reason for CRM Failure, Part 1

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

TechWhirl:
Tech Writer This Week for July 25, 2015

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

Smart Customer Service:
Customer Service Experience 2014 Day Three: Vendors, Stop Confusing the Customer Service Buyer

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!
1

to1 Weekly:
Customer Service Can Equal Revenue,

LogMeIn to Host Industry Luminaries in “5 Ways to Deliver Exceptional Customer Care in 2015” Webinar – See more here:

Log Me In Logo

Article on Destination CRM:

Take a look at Social CRM as Marketing, Sales and Service

Social Customer Service: The Pivotal Driver of The Social Enterprise: Listen to the recording HERE.

Dr. Natalie Petouhoff, program director of social media executive education at UCLA, agrees that acquiring Buddy Media would round out Salesforce.com’s enterprise offerings. Dr Natalie also notes that technology advancements could make the integration smoother than past CRM acquisitions.

 

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

 

 

 

Ad Age Blogs
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
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…

TCFCR
The Significance of Digital and Social Media
CMS Wire
Webinar: Is Social the New Customer Call Center?
Smart Customer Service:
SMS for Service: What Brands Can Learn from the Hotel Industry
SFGATE:
Reddit CEO (mostly) upholds status quo on controversial site
NGDATA:
The 50 Best Blogs on Building Customer Relationships and Creating Remarkable Experiences for your Customers
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:
Totango Releases ROI Metrics to Help Companies Monitor Product Performance
Citrix, Box Turn to Gainsight for Customer Success
McDonald’s Commercial Tops NetBase’s List of Best Super Bowl Ads
Managing CX in the Age of Digital Disruption
The 2014 CRM Influential Leaders
Oracle Announces LinkedIn Support, Touts Key Updates to Social and Marketing Clouds
Genesys Acquires Social Customer Care Provider Solariat
Social Can Yield Positive Results
Salesforce.com Rumored to Be Acquiring GoInstant
Social CRM Off to a Strong Start
Take Your Facebook Page to the Next Level with F-Commerce
Social Media as Customer Service
The Social Customer Economy
RightNow Brings Cloud Monitoring to the Suite
Environmental Distress
Innovation Picks Up Static
Accel-KKR Purchases Kana
Social CRM Showdown
Can You Create A Viral Hit?
5 Recession-Busting Customer Service Strategies
Parature Joins the Twitter Stream
Serving Up Service Strategies
The 7 Benefits of Online Customer Service Communities
Service and Social Media: You’re Not Social (Enough)
The 2009 CRM Service Awards: Rising Stars — Sword Ciboodle: Crossing the Pond
Companies Catch the Customer Experience Wave
Forrester Research Finds Disservice in Self-Service
How Much Is Your Customers’ Trust Worth?
The Scientific Reason for CRM Failure, Part 2
The Scientific Reason for CRM Failure, Part 1
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
TechWhirl:
Tech Writer This Week for July 25, 2015
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
Smart Customer Service:
Customer Service Experience 2014 Day Three: Vendors, Stop Confusing the Customer Service Buyer
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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