Books, Research & Articles

Books Dr. Natalie has authored:

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

Dr. Natalie’s Research and White Papers:

• The Algorithm of You: How IoT Transforms and Differentiates Customer Experience: Using the Internet of Things to Boost Revenue and Deliver a Brand’s Personalized Promise

• Digital Disruption: The Blind Spot That Could Sink Your IoT and CX Initiatives

• Halo Uses Xively’s Internet of Things Platform to Redefine Safety Devices

• How General Motors Using Social Media To Listen To Customers and Sell Cars and Deliver Service

• Nine Pillar Of Successful Self-Service for Digital Customer Engagement

• Should the Chief Marketing Officer Oversee the Whole Customer Experience?

• The Internet of Things Improves Customer Experience in Retail Supply Chain

• VentureBeat: Should the CMO Run the Whole Customer Experience?

• ROI Of Customer Service & Customer Experience

• The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

• The ROI of Online Communities: Online Communities Provide Value Beyond Call Deflection

• Why Top Marketers Create Branded Social Networks for Customer Engagement

• 6 Pillars of e-commerce Customer Engagement

• 9 C’s of Customer Engagement – Delivery and Communication Styles: Channels, Content and Cadence

• 9 C’s of Customer Engagement – People Centric Values: External & Internal Culture, Community, Credibility

• 9 C’s of Customer Engagement – Right Time Drivers: Context, Catalysts, Currency

• How Sales Leaders and Sales Reps Can Create a Social Selling Organization: Convert Average Sales Teams into Top Performers Using Social Networks

• Five Approaches to Drive Customer Loyalty in a Digital World

• Executive Brief: Can Brands Keep Their Promise?

• Oracle Moves Its Focus from the CIO to the CMO

• The Modern Sales Experience

• Marketing Funnels Are Dead, What’s Next?

• How Delta Uses Microsoft Dynamics and Avanade to Create Next-Generation Customer Experiences

• How to Staff the Team for Effective Content Marketing

• How Rackspace Creates the Next-Generation Customer Experience

• Gainsight: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• ServiceSource: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Bluenose: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Totango: Customer Success Management for a Post-Sale, On-Demand, Attention Economy

• Experience Management: How to Deliver Integrated Customer Experiences

• Continuity of Customer Experiences Drives the Future of Commerce

• Data-Driven Marketing Campaign Optimization

• The State of Customer Service and Support Evolves in 2015

• The State of Customer Success Management in 2015

• The State of Marketing in 2015

• How Microsoft Dynamics CRM Improves Productivity at Trek Bicycle

• Delta Uses Microsoft to Transform Flight Operations and the Customer Experience

• New Belgium Brewing Creates Great Customer Experiences Using Microsoft Dynamics

• Beyond Journey Maps, Delivering Mass Personalization at Scale

• 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 • The State of CRM: Analyst Roundtable Conversation

• The ROI Of Customer Service Web 2.0 Online Communities

• How to Get Your Business Case Approved

• The Economic Necessity Of Customer Service

• Forrester’s Customer Service Innovation Framework And Self-Assessment

• The Forrester Wave™: Customer Service Software Solutions, Q4 2008: Define The Customer Experience Before Choosing A Vendor

• Why Talking To Your Customers Is Ruining Your Business: Five Ways To Deliver Extraordinary Customer Service Agent Interactions

• Customer Service: A Keystone Of Your Corporate Revenue Strategy

• The Forrester Wave™: Enterprise CRM Suites, Q3 2008: Buyers Face Difficult Choices In A Crowded Market

• The Forrester Wave™: Midmarket CRM Suites, Q3 2008: Solutions From Microsoft, Oracle, RightNow, And Salesforce.com Lead The Way

• Your Brand Ambassadors: Your Agents and Your Contact Center

• Return on Advertising Dollars (ROAD): How to Obtain a Advertising ROI and Incorporate New Media

• Return on Marketing Dollars (ROMI): Strategic Leadership In the New World of Marketing

• Organizational Change Management: Changing Leadership for Effective Change Management

• Protecting Customer Data: The Business Case for Data Privacy

• Customer Advocacy: The Business Case for Customer-Centric Companies

• Knowledge Management: The ROI of Your Brain Trust

• Creating the Single View of the Customer

• The Use of Symbols to Capture Caller Data Efficiently and Accurately, www.BenchmarkPortal.com

• Managing Call Center Service Quality, www.BenchmarkPortal.com, 2001

• Customer Lifetime Value: Obtaining The Maximum ROI of CRM, www.BenchmarkPortal.com

• The Psychological Impact of Change in A Call Center: Training Employees to Handle “The Valley of Tears,” www.BenchmarkPortal.com

• The New Virtual Paradigm in CRM: Cyber Agents,” www.BenchmarkPortal.com

Articles Written By Dr. Natalie:

TMCNet: You’ve been on hold for 20 minutes. It’s not the first time you’ve called this company’s contact center.

CRMxChange: In a Poor Economy, Customer Experience is Job #1

1to1Media: What’s Your Customer Profit Plan?

Customer Strategy: Want to Gain Competitive Advantage? Then Start Looking After Your Customers NOW!

CustomerThink.com: When a Smart Phone Was Too Smart: Why a Major Telco Bucked the Technology-Buying Paradigm

Multi-Channel Merchant: The Benefits of Making Customer Advocacy Job #1: Happy Customers

CRM Magazine: The Tipping Point – The Scientific Reason for CRM Failure – Part 1

CRM Magazine: The Tipping Point – The Scientific Reason for CRM Failure – Part 2

CRMGuru.com: Organizational Change Management; Appease the Brain and Reduce the Resistance To Change

CRMGuru: How Do You Handle Brain Drain? Capture Corporate Brain Trust Knowledge Before You Downsize With Knowledge Management

Customer Solutions Interactions: How Much Is Your Customer’s Trust Worth?

Graziadio School of Business Pepperdine University, Business Report: The Business Impact of Change Management: What is the Common Denominator for High Project ROI’s

Personal Growth from SelfGrowth.com