by Dr. Natalie | Sep 17, 2018 | Agent-assisted service, AHT, Contact Center metrics, Contact Centers, CSAT, Customer Experience, Customer Field Service, Customer Lifetime Value, Customer Service, Customer Service Agents, CX, Digital Disruption, digital transformation, Disruption, Dr. Natalie's Blog, dreamforce, Innovation, Leadership, ROI Of Customer Experience, ROI of Customer Service, Self-Service, transformation
by Dr. Natalie | Jul 17, 2018 | CRM, Customer Success Management
Acquiring customers is a prerequisite for business success. How efficiently you do it can make or break your business. In fact, customer acquisition cost is one of the metrics that can determine whether your business succeeds or fails, says KISSmetrics cofounder Neil...
by Dr. Natalie | Sep 12, 2017 | Analytics of Everything, CRM
Customer relationship management software has emerged as one of the most crucial tools for doing business successfully today, and the power of big data predictive analytics is making CRM more powerful than ever. The CRM predictive analytics market, valued at $4.18...
by Dr. Natalie | Jun 3, 2017 | Analytics of Everything, Cloud Technology, CRM, Customer Service, Customer Success Management
Monitoring and fine-tuning analytics are becoming essential to stay competitive in today’s marketplace. Case in point: Business intelligence analytics software sales will reach $18.3 billion in 2017, a 7.3 percent increase from last year, Gartner projects. By 2020,...
by Dr. Natalie | May 27, 2016 | Analytics of Everything, APIs, B2B Customer Success Management, Big Data, CEO, CFO, Chief Revenue Officer, CIO, Cloud Computing, CMO, Content Marketing, CRM, Crossing the Chasm, Customer Experience, Customer Service, Customer Success Management, Digital Disruption, Digital Marketing, digital transformation, Dr. Natalie's Blog, ecommerce, Employee Collaboration Affects Customer Experience, Internet of Analytics, Internet of Things, IOT, Leadership, Machine Learning, Marketing Automation, Marketing Optimization, Marketing Software, Mobile Apps, Mobile Commerce, Online Communities, Organizational Change Management, Owned Communities, peer-to-peer communities, Performance Management, privacy, ROI of Contact Centers, ROI of Customer Care, ROI of Customer Service, ROI of Marketing Analytics, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies, Social Commerce, Social CRM, Social Good, Social Innovation, Social Media & Digital Comm Education, Social Media and Hollywood, Social Media Monitoring, Social Mobile, Social Networks, Social Selling, storytelling, Systems Integrators, Technology, The Cloud
If you are wondering what I have been up to lately, I thought I would put all the research I have published into one place. Here’s a list of Dr. Natalie’s completed and published research and soon to be published content! It ranges from IOT, Analytics,...
