Publications, Books, Articles and Research Of Dr. Natalie Petouhoff. I was recently asked to create a list of all the things I’ve written… I not sure I have them all… but here’s a list of white papers, chapter in books, books I’ve authored, books I have ghost written, etc… over the last ten years or more… Hope you find something that gives you some braincandy or a new way to approach your business.
@drnatalie
2013
- LiveOps: The Agent Experience & It’s Impact on the Bottom Line: A Research Study on the Effect of Social & Traditional Technology
- InfiniGraph: A Study of the Most Engaged Brands on Twitter: The Most Followed Brands Are Not the Most Engaged
- GetSatisfaction: How to Reduce Support Costs With Customer Communities: Drive Customer Self-Service With Communities
- GetSatisfaction: How to Reduce Support Costs With Customer Communities: Drive Increased Agent Efficiencies With Communities
- InfiniGraph: The Social Engagement Ranking of the Top Cosmetic Brands
- InfiniGraph: A Brand Manager’s Guide to Content Marketing and Social Media
- InfiniGraph: What’s Brand Engagement: How Data Driven Marketers Are Crushing Content Marketing
- Empathica: The Social Customer Experience: How to Use Social CEM to Move Beyond Customer Loyalty to Customer Advocacy
- Jacada: The History Of Self-Service and the Evolution of Visual IVRs That Customers Actually Like Using- TBD
- SugarCRM: How to Use Social Customer Experience to Turn Routine Thinking Into Building Relationships That Last And Make The Competition Irrelevant- TBD
2012
- Salesforce: ROI of Social Media: Myths, Truths and How to Measure (3rd most downloaded ebook in 2012)
- LiveOps: Social Customer Service: The Pivotal Driver of The Social Enterprise
- eGain: Multi-Generational Social Customer Service: Research on The Needs of a Changing Customer Base & How to Service Them
- SugarCRM: Social Media For Customer Service: The Force Multiplier for Your Business
- Book: Mark Fidelman: Socialized!: How the Most Successful Businesses Harness the Power of Social, Quoted in Chapter 8
- Book: Don Peppers: Extreme Trust, Don Peppers & Martha Rogers, Quoted in Chapter 1
2011
- Book: Dr. Natalie Petouhoff: Like My Stuff: How to Monetize Facebook
- Book: Marsha Collier: The Ultimate Online Customer Service Guide, Quoted in Chapter 1
- Book: Don Peppers: Managing Customer Relationships, Don Peppers & Martha Rogers, Quoted in Chapter 8
2010
- Salesforce: Calculating the ROI of Social Customer Service: How to Combine Strategy with ROI to Accelerate Executive Approvals
- IDC Analyst Firm: Determining the Value of Social Business ROI: Myths, Facts, and Potentially High Returns
- Book: Clara Shih The Facebook Era, Quoted in Chapter 5
- Book: Paul Greenberg: CRM at the Speed of Light, Quoted in Chapter 13
- Forrester: Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change
- Forrester: How Carphone Warehouse Uses Twitter And Social Media To Transform Customer Service
- Forrester: Social CRM Goes Mainstream
2009-2001
- Forrester: The ROI of Online Customer Service Communities
- Forrester: Case Study: Yola.com Achieves Customer Service Scalability Goal Using Social Media
- Forrester: Case Study: Intel Uses Social Media To Transform The Customer Experience
- Forrester: Case Study: Cisco Consumer Business Group Builds The Business Case For Social Media
- Forrester: Case Study: ACT! By Sage Uses Social Media To Transform The Customer Experience
- Forrester: Case Study: NetApp Marketing Takes Ownership Of Its Community Initiative To Ensure Success
- Forrester: Case Study: Infusionsoft Improves Customer Experience Via Social Media
- Forrester: Best Practices: Five Strategies For Customer Service Social Media Excellence
- Forrester: Case Study: Lenovo Takes Ownership Of Social Media To Reduce Customer Service Costs
- Forrester: How To Win Funding For Your Customer Service Project
- Forrester: Why Talking To Your Customers Is Ruining Your Business
- Forrester: Customer Service: A Keystone Of Your Corporate Revenue Strategy
- Forrester: Customer Service WAVE
- Forrester: CRM WAVE Enterprise Suites
- Forrester: CRM WAVE MidMarket Applications
- Forrester: The Economic Necessity of Customer Service
- Hitachi Consulting: Customer Advocacy
- Hitachi Consulting: Changing Leadership and Leading Change: Organizational Change Management
- Hitachi Consulting: Protecting Your Customer Data: How Much Is Your Customer’s Trust Worth?
- Hitachi Consulting: Knowledge Management: The ROI of Your Employee Braintrusts
- Book: Integrating People with Process and Technology “Gaining Employee Acceptance of Technology Initiatives
- Book: Recruiting and Retaining Call Center Employees, ASTD
- Book: Reinventing Your Contact Center
- Book: Customer Relationship Management: The Bottom-line to Optimizing Your ROI
- Benchmark Portal Ghost Writer: Customer Obsession
- Benchmark Portal Ghost Writer: Customer Service at A Crossroads
- Benchmark Portal Ghost Writer: Customer Relationship Management Technology: Infrastructure for Customer Collaboration
- Benchmark Portal Ghost Writer: How To Conduct a Call Center Performance Audit: A to Z
- Benchmark Portal Ghost Writer: Minimizing Agent Turnover