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Customer Management IQ

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Customer Management IQ is a forum for sharing ideas, best practices and solutions within the business community. The emphasis of Customer Management IQ is on peer-to-peer communications within the Customer Management community. We have day-in, day-out contact with movers and doers in the Customer Management world.

Customer Management IQ is a forum for sharing ideas, best practices and solutions within the business community. The emphasis of Customer Management IQ is on peer-to-peer communications within the Customer Management community. We have day-in, day-out contact with movers and doers in the Customer Management world.
More Information

Location:

New York, NY

Networks:

BlogTalkRadio

Description:

Customer Management IQ is a forum for sharing ideas, best practices and solutions within the business community. The emphasis of Customer Management IQ is on peer-to-peer communications within the Customer Management community. We have day-in, day-out contact with movers and doers in the Customer Management world.

Language:

English

Contact:

535, 5th Avenue New York, NY 10017 646-378-6026


Episodes

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11/14/2014
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Duration:00:00:02

Interview with Brian Vellmure Talks About CRM Evolution, Enterprise 2.0 and A New Social Landscape

6/30/2010
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Interview with Brian Vellmure, Business Strategist, CRM Specialist, Profit Driver, Problem Solver and speaker at CRM Evolution, August 2nd-4th in New York City. Tune into this podcast for a sneak peak on Vellmure's program and what the CRM crystal ball holds for our industry.

Duration:00:28:46

Interview with Esteban Kolsky, Social CRM Consultant, Strategist, Thinker and Blogger

6/25/2010
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Former Gartner Analyst Esteban Kolsky addresses key learnings in social CRM in addition to misconceptions about Enterprise 2.0, social media and customer management.

Duration:00:27:14

Interview with Milan Katz, Director of the Contact Center at Unity Healthcare

6/25/2010
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Listen in on this interview for a sneak peak of Katz' session at the International Contact Center Exchange Conference in Miami this October!

Duration:00:22:50

Interview with Andrew Hull of RightNow Technologies

6/22/2010
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In this interview Andrew Hull talks about the importance of the multi-channel customer experience. He will share case studies with us from Match.com and MySpace.

Duration:00:21:30

Interview with John Jantsch, Author of The Referral Engine

6/22/2010
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Interview with John Jantsch, author of The Referral Engine. In his book THE REFERRAL ENGINE: Teaching Your Business to Market Itself (Portfolio), marketing expert John Jantsch offers practical ways to harness the power of referrals for a steady flow of new customers. In this podcast Jantsch explores how the Referral Engine can drive businesses from your own network, and keep new customers coming back for more.

Duration:00:24:33

Interview with David Vap, Chief Solutions Officer, RightNow Technologies

6/10/2010
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In this interview with David Vap, Chief Solutions Officer of RightNow, we address new and exciting contact center technologies. RightNow is a provider of Cloud Based CX Software solutions that improve customer experience. Hear about why RightNow is focusing on mobile and social technologies and what's in store for 2010.

Duration:00:21:55

Interview with Michael Thomas of Engagement

6/3/2010
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Michael Thomas, Principal of Effective Engagements, talks with Customer Management IQ about social business strategy and why CRM is the most exciting technology space today. Michael is a well established authority on CRM (Customer Relationship Management) and Social CRM strategies and best practices. Michael is also known for his understanding of the Social and Mobile audience and how to engage this group on their terms. Effective Engagements is a Social CRM Consultancy promotional company...

Duration:00:31:50

Interview with Ngenera's Lauren Hall-Stigerts on Social CRM

6/2/2010
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In this interview Lauren Hall-Stigerts talks with Customer Management IQ about some of the exciting software and technology developments from Ngenera and other key learnings from the Social CRM Summit in Atlanta this year.

Duration:00:17:20

Interview with Daniel Ziv SEM, Verint

5/19/2010
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Interview with social media guru Daniel Ziv on social business strategy and how it impacts the contact center.

Duration:00:24:18

Interview with Shannon O'Connor, VP Strategy, Verint Solutions

5/18/2010
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In this interview find out how you need to be leveraging VOC in your contact center with Shannon O'Connor, Regional Vice President, with Verint Solutions, a leading provider of Actionable Intelligence® solutions and services for enterprise workforce optimization and security intelligence. O'Connor answers your pressing call center technology questions!

Duration:00:56:22

Paula Klee Parish Wants to Remind Us Sugar and Spice and Everything Nice

5/14/2010
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Paula Klee Parish can be described of the Emily Post of the business world. She knows how to improve business relationships through better communication and behavior. Parish, the author of "The Journey to Be Your Own Best Friend," gives us a lesson on how development can change the quality of your interactions. Parish addresses how to handle difficult people. Many people in the working world find themselves in difficult situations with co-workers. Have you ever heard of the "lobster effect"?...

Duration:00:19:32

Interview with Randy Saunders of CinCom

5/5/2010
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In this interview with Randy Saunders, Program Director for Cincom's Customer Experience Management group, discusses how Absa Bank effectively empowered their call center agents to deliver better customer experiences. In addition get the low-down from Saunders on exciting technological developments for the contact center industry and why, after all these years, he finds call centers fascinating.

Duration:00:20:06

Operationalizing Social Media Within Your Organization: An Interview with Art Hall

4/26/2010
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While most companies are still in the nascent stages of capturing and engaging their audiences through social media, recognizing the importance of the dialogue has become critical to successful branding efforts. While the unstructured customer data shared on social networks such as Twitter and Facebook provides stimulation for innovative ideas, the product, process improvements and insights presented can also help transform a company whose mission is to be more customer-centric, relevant...

Duration:00:34:41

Social Business Metrics: What You Don't Know Will Hurt You

4/21/2010
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Social media is a misnomer. Doug Richards, Social Business Evangelist, knows metrics. Richards of Centriq Training understands that for most of us metrics are hard enough as it is. And we have established the reality that metrics can be misleading. After all, metrics are driven by what the business values. What is wrong with this picture? In most cases this does not include social media. So the metrics are biased. Currently we aren’t seeing widespread adoption of social business metrics—but...

Duration:00:27:41

Interview with Rob Cate, Director, Vegas.com

4/12/2010
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In this podcast hear from Rob Cate of Vegas.com who will be leading an exclusive site tour at the 11th Annual Call Center Week produced by IQPC. We have moved from a downturn economy to a slow growth economy—this affects the travel/tourism industry. In this podcast find out how hiring and retention at Vegas.com was affected by the economic downturn in the travel industry. Hear from customer service and travel industry extraordinaire Rob Cate.

Duration:00:18:48

Social Business With Dr. Natalie Petouhoff and Kathy Herrmann

3/29/2010
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Social business encompasses more than just the buzzy term "social crm." Social business extends to include how we interact with our customers, partners and employees. The two pre-eminant thought leaders on social business Kathy Herrmann and Dr. Natalie Petouhoff discuss the real value of social business--how you can actually measure the value of "going social." Kathy Herrmann is a Partner in Pathlight Solutions, a firm specializing in business transformation. She's known in some circles as a...

Duration:00:44:03

#4 Power Player Panel: Outsourcing and Offshoring--What's the ROI?

3/19/2010
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In this panel Jo'Ann Alderson, President of Progressive Communications, Glenn Pasch, President of Improved Performance Solutions, Mary Murcott, President of Performance Transformations Incorporated, and Emily Yellin, speaker, consumer advocate, Author of "Your Call Is (Not That) Important to Us" discuss the pros and cons of offshoring and outsourcing activities. We discuss examples of companies that have improved its customer experience through outsourcing. We also address onshoring to find...

Duration:00:46:11

#3 Power Player Panel: The Value of IVR

3/19/2010
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Hear from Jo'Ann Alderson, President of Progressive Communications, Glenn Pasch, President of Improved Performance Solutions, Mary Murcott, President of Performance Transformations Incorporated, and Emily Yellin, speaker, consumer advocate, Author of "Your Call Is (Not That) Important to Us" the latest research on Interactive Voice Response. In this panel we address if IVR is a help or a hindrance, when it's appropriate to encourage customer self-service and replace humans with technology,...

Duration:00:45:45

Interview with Francis Carden, co-founder, OpenSpan

3/16/2010
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Call center technology will make or break your organization's customer strategy. Without providing your agents with access to the proper customer data you will not be able to fulfill your customer promise. In this interview thought leader Francis Carden speaks with Customer Management IQ about significant technologies that improve the productivity of the call center. This includes technology that reduces the amount of time the agent spends on performing repetitive processes so she can spend...

Duration:00:24:20