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:
• 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 – 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
• 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
Who’s Quoting Dr. Natalie in their books:
KENSHO: A Modern Awakening – (Chapter on Social Media Customer Service ROI – Chapter 8)