• Four Customer-Centricity Best-Practices and Three Customer-Value Metrics for Customer-Relationship Success by Laura Patterson
  Changes in the way customers receive and process information via social-networking sites, mobile phones, and the Internet, combined with shrinking margins, deteriorating customer loyalty, and increased demand for marketing accountability, suggest the need for a new approach to customer-centricity. A. G. ...
  More articles on Customer Acquisition, Customer-Centric, Customer Relationships, Customer Retention, Metrics, Social Networking
• Webinar Essentials: Five Must-Have Ingredients of Success by Kimberly Smith
  For cooking up new leads or positioning a company as a thought leader and trusted industry resource, webinars serve as an effective tactic. They create dialog and tempt prospects to get to know you better. In fact, webinars can become ...
  More articles on Customer-Centric, Landing Pages, Positioning, Promotions, Public Speaking, Thought Leadership, Webinars, Writing
• Whether and How to Build a Branded Customer Community by Kimberly Smith
  First, there were blogs. Next came mass-market social-networking sites. Now some companies are bringing it all under one roof and hosting their own interactive online customer communities. Should yours be doing the same? Well, to quote an oft-quoted answer, "it depends."
  More articles on Community, Customer-Centric, Facebook, Market Research, Marketing Tips, Social Media, Social Networking, Twitter, Word of Mouth
• Four Tips for Customer-Centric Copywriting by Sharon Long Baerny
  A customer-focused approach to marketing communications applies whether you're a property manager renting out high-end vacation homes in Maine to wealthy residents of NYC, or an international high-tech company providing support to clients who rely on an enterprisewide accounting software. No ...
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• Customer Reference Programs, Part 2: Changing the Corporate Culture Through Customer Focus by Whitney Wood
  Part 1 of this series discussed the evolution of customer reference programs and gave guidance on how to create a program that's a strategic asset to your company. Here, part 2 discusses the next steps of customer program evolution... and ...
  More articles on Collaboration, Customer-Centric, Customer Engagement, Customer Experience, Referrals
• User Experience: Part of a Much Larger Whole by Leigh Duncan
  Too many consultancies and agencies equate Customer Experience Management (CEM) with User Experience. They are not the same. User Experience is an important part of CEM. But like Experiential Marketing, it's a part of a much larger whole.
  More articles on Collaboration, Customer-Centric, Customer Experience, Website Design, Websites
• Consumer Empowerment Reloaded: Why Your Customers Should Drive Your Marketing by Paul Marsden, Martin Oetting
  Mention the words "consumer empowerment" to marketers, and most will shrink away from you like a vampire from light. Conjuring up all sorts of evils, consumer empowerment is considered a stake in the heart of marketing. PVRs, pop-up blockers and on-demand ...
  More articles on Customer-Centric, Customer Engagement, Customer Relationships, Marketing Inspiration, Measurement, Surveys, Targeting, Voice of the Customer
• Eight Killer Alternatives to Crummy Collateral by Jonathan Kranz
  Is there a better way to support sales? Is there something you can leave with prospects that's just a bit more memorable—and more effective—than the standard brochure with its forced march through company "visions," product descriptions, and corporate bios? Yes, indeed. ...
  More articles on Creativity, Customer-Centric, Print Collateral, Thought Leadership, Writing
• Trust Tools for Tough Times by Jill Griffin
  Your company needs to show its customers, through both word and deed, that it always acts in their interest.
  More articles on Collaboration, Customer Acquisition, Customer-Centric, Customer Experience, Customer Relationships, Lead Nurturing, Sales, Surveys
• A New Perspective on Marketing to Women by Andrea Learned
  If marketing to women is just good marketing, why are so many companies missing the boat?
  More articles on Brand Positioning, Customer Advisory Programs, Customer-Centric, Women
• Building Profitable Customer-Centric Strategies: Leading and Managing Performance (Part 4 of 4) by Pamela Harper
  The final article in this four-part series shows how to develop a plan for leading and managing organizational performance to achieve your customer-centric objectives. Learn how your company can accelerate progress on the road to success without running into gridlock ...
  More articles on Collaboration, Customer-Centric, Management, Measurement
• Building Profitable Customer-Centric Strategies: Maximizing Your Profit Potential (Part 3 of 4) by Jim Lenskold
  r high-impact processes for becoming more customer-centric and creating innovative strategies will be valuable only if we can effectively deliver on these profitably. (Please note: This article is available only to paid subscription members. Read more information or sign up ...
  More articles on Creativity, Customer-Centric, Marketing Strategy, Measurement, ROI, Segmentation, Targeting
• Building Profitable Customer-Centric Strategies: Focus Innovation and Creativity (Part 2 of 4) by Jeff Mauzy
  Structured innovation and creativity processes are commonly used to develop new products and corporate strategies. The same principles and techniques can also help companies become more customer-centric. This second article in the four-part series describes how your organization can use ...
  More articles on Collaboration, Creativity, Customer-Centric, Measurement
• Building Profitable Customer-Centric Strategies: Identify Strategic Opportunities and Challenges (Part 1 of 4) by Michael Lowenstein
  Increasingly, corporate leaders in all industries are seeing the value of making their organizations customer-centric. What can customer-centricity mean to your company? How do you determine your company’s potential? And what must you do to create, lead and maintain a ...
  More articles on Benchmarking, Collaboration, Creativity, Customer-Centric, Measurement
• Should You Take Care of Your Customers? by Frederic Moraillon
  While the title of this article would make any marketer cringe, it is still common practice to make decisions without the customer in mind… and still be successful.
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• The SWOT Team Wonders: What Do Women Want? by Hank Stroll, Yvonne Bailey
  his issue’s dilemma asks: How important is it to tailor your marketing approach to women in business? Also this week: How can we develop successful webinars that generate high-quality leads?
  More articles on Customer-Centric, Marketing Challenges, Webinars
• Is Your Business Customer-Focused? by Maureen McNamara
  If you really want to know how your customers feel about your company, you need ask only one question: “Would you recommend us to your family, friends, and colleagues?”
  More articles on Collaboration, Customer-Centric, Management, Referrals, Word of Mouth
• Why We Fail at Intimacy: Falling Short at the Promise of Relationship Marketing by Matthew Syrett
  One of the promises of interactive marketing has long been its ability to create intimate relationships with our customers. But it has been largely unfulfilled. What are we doing wrong?
  More articles on Customer-Centric, Customer Engagement, Customer Relationships, Customer Retention, Interactive Marketing, Measurement, Relationship Marketing
• SWOT Team: The Hope, Glory and Folly of CRM by Hank Stroll, Yvonne Bailey
  ow do you salvage your investment in CRM and realize real improvements in customer relations? Also: When the leadership team disagrees on the best approach to marketing.
  More articles on CRM, Customer-Centric, E-Commerce, Marketing Challenges, Online Marketing, Pricing, Product Marketing
• What Do You Expect? by Michael Perla
  There is one question that every consultant, manager, or employee (or any person, for that matter) should be familiar with. It is a make-or-break question in terms of project success, relationship health, investment return, and product or service satisfaction.
  More articles on Customer-Centric, Customer Experience, Value Propositions

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• Spooky, Yes, but It Works
  In a recent post at ClearAction's Customer Experience Optimization blog, Lynn Hunsaker cites a troubling stat from Accenture's Delivering on the Promise study. Though 75% of surveyed executives viewed their ...
  More articles on Creativity, Customer Behavior, Customer-Centric, Customer Service, Surveys
• The Times They Are A-Changin'—Better Prepare
  There's something in the air. There are small and (dare we say) consistent signs that that the economic crisis has begun to level off. Many companies, while still implementing cost-cutting ...
  More articles on Customer-Centric, Customer Relationships, High-Tech Marketing
• Keep Your WOM Roots Healthy
  The dreaded phrase "word-of-mouth" keeps a lot of company execs awake at night. It's that feeling of helplessness: How can any company apply quality assurance to something that is so ...
  More articles on Customer Behavior, Customer-Centric, Customer Experience, Management, Word of Mouth
• Entrepreneurs Can Change the World
  A video can empower. It can inspire, creating a moment or a feeling that moves you to sally forth and conquer the world. It can leave you feeling capable and ...
  More articles on Customer-Centric, Customer Engagement, Customer Relationships, Digital Marketing, Small Business, Videos, YouTube
• Can We Talk?
  Some time ago, we highlighted a MarketingProfs article in which Michael Antman cautioned against making word-of-mouth (WOM) strategies the primary element in your marketing mix. "He raises reasonable points about ...
  More articles on Customer-Centric, Customer Experience, Customer Satisfaction, Marketing Strategy, Small Business, Social Media, Word of Mouth

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Customer-Centric online seminar broadcasts from the best minds in marketing

• Customer Experience Intensive: What CEM Means for Your Brand and Your MarketingAttendee rating:  - 4/30/2009
  More seminars on Branding, CRM, Customer-Centric, Customer Experience, Marketing Strategy, Marketing Tips
• Creating a Customer-Centric, Measurable Marketing PlanAttendee rating:  - 10/16/2008
  More seminars on Customer-Centric, Marketing Plans, Marketing Strategy, Marketing Tips, Measurement
• Actionable Web Analytics: Unleash the Marketing Power of Your Web DataAttendee rating:  - 8/28/2008
  More seminars on Customer-Centric, Marketing Tips, Metrics, Segmentation, Testing, Web Analytics, Websites
• Email Customization: Getting Personal to Deepen Relationships, Generate Additional Sales, and MoreAttendee rating:  - 5/22/2008
  More seminars on Customer-Centric, Customer Relationships, E-Commerce, Email Deliverability, Email Marketing, Personalization, Segmentation, Targeting
• How to Make Marketing Indispensable to SalesAttendee rating:  - 2/7/2008
  More seminars on Collaboration, Customer-Centric, Marketing Strategy, Measurement, Print Collateral, ROI, Sales, Value Propositions
• Seth Godin: How to Avoid The Meatball SundaeAttendee rating:  - 1/3/2008
  More seminars on Creativity, Customer-Centric, Marketing Inspiration, Marketing Strategy, Positioning, Writing
• Customer Message Management 2: Confuser or Clarifier? Creating Customer-Relevant MessagingAttendee rating:  - 6/8/2007
  More seminars on Collaboration, Creativity, Customer-Centric, Measurement, Targeting, Value Propositions, Writing
• Customer Message Management 1: Four Steps to Improving the Sales-to-Customer ConversationAttendee rating:  - 6/7/2007
  More seminars on Brand Awareness, Collaboration, Customer-Centric, Marketing Tips, Sales
• Customer-Centric Communications: It's All Different NowAttendee rating:  - 5/24/2007
  More seminars on Creativity, Customer-Centric, Customer Engagement, Marketing Tips, Positioning, Segmentation, Writing
• Killer Web Content: Make the sale. Deliver the service. Build the brand.Attendee rating:  - 12/6/2006
  More seminars on Customer Behavior, Customer-Centric, Marketing Tips, Search Engines, Web Content
• How Marketers Win Friends and Keep Profitable Customers Through ROI AnalysisAttendee rating:  - 9/21/2006
  More seminars on Customer Acquisition, Customer-Centric, Customer Experience, Customer Retention, Marketing Analytics, Metrics, ROI, Targeting
• Managing Customers As Long Term InvestmentsAttendee rating:  - 9/29/2005
  More seminars on Customer Acquisition, Customer-Centric, Customer Experience, Customer Retention, Customer Satisfaction, Metrics

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Customer-Centric marketing downloads for the busy professional

• Customer-Centric Innovation: How Companies Engage Customers in Product Development and Radical Innovation
  Engaging your customers can help increase satisfaction, loyalty, and brand awareness. This research report will help you understand the role of customers in product development.
  More tools on Customer Advisory Programs, Customer-Centric, Market Research, Product Management

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