Natalie Petouhoff

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UpLeveling the Conversation: Social CRM Summit Brings Experts and Social Business Insights Together

Natalie Petouhoff February 15, 2010
#SCRM (the hash our group uses to communicate on Twitter) group embodies the very essence of what social media is about: genuine authentic, direct and real conversations. Being a participant and a practitioner, I thought I would share my observations and thoughts… not just at this conference, but what I have seen in the actions […]
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Customer Experience Increases the Bottom-Line and Social Media Makes Changing the Customer Experience Easier

Natalie Petouhoff February 14, 2010
91% of executives say customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customers experiences over lower prices and better customer experiences drive higher revenue and profits,—according to Forrester Research . While the customer experience does provide bottom-line competitive advantages, most companies still struggle with implementing better experiences.  An […]
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Customer Service Social Media: Social Media Works for B2B Businesses like Intel

Natalie Petouhoff February 8, 2010
Many of the case studies you've seen me write about are B2C. But in the report on ROI of Social Media, I gathered data on B2B companies too. Here's a list of B2B communities.    Many people know Intel by their catch tune, "Inside Intel." And what's inside are the most amazing microprocessors that allow […]
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Case Study #8: How to Use Twitter for Customer Service: Carphone WareHouse

Natalie Petouhoff January 27, 2010
Many of my clients have asked, "How should I use Twitter for customer service?" There are many applications that are adding Twitter as part of the contact center apps. But today I'd like to talk about the basics of using Twitter. I spoke with Anne Wood, the Head of Knowledge Management at Carphone Warehouse to […]
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Case Study #7: NetApp Marketing Takes Ownership Of Its Community Initiative To Ensure Success

Natalie Petouhoff January 24, 2010
NetApp is an industry-leading provider of storage and data management solutions. It has a presence in more than 100 countries– thousands of customers and a network of more than 2,200 partners– and a culture of innovation, technology leadership, and customer success. The company was seeking to build higher brand awareness and deeper engagement with employees, […]
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Case Study #6: Cisco Consumer Business Group (Formerly Linksys) Builds the Business Case for Social Media

Natalie Petouhoff January 22, 2010
Consumer Business Group (CBG) — formerly Linksys — is a division of Cisco that offers a wide variety of consumer and small office voice over IP (VoIP) and networking solutions such as routers, switches, and storage systems under the Linksys by Cisco brand. CBG has long held a reputation for excellent technical support and has […]
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Case Study #4: Can You Get a Little Satisfaction? You Don’t Have to Be Mick Jagger – Yola.com Did! Customer Service Social Media

Natalie Petouhoff January 22, 2010
If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones… just incase you missed them or incase you wanted a refresher as you start down […]
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Case Study #3: InfusionSoft Uses Social Media to Reduce Customer Service Costs

Natalie Petouhoff January 18, 2010
If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones… just incase you missed them or incase you wanted a refresher as you start down […]
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Case Study #2: How Lenovo Implemented Customer Service Social Media Best Practices

Natalie Petouhoff January 12, 2010
The Second Case Study on Customer Service Social Media: How To and The Results… If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones… just […]
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Case Study #1: How ACT! by Sage Software Transformed the Customer Experience By Social Media

Natalie Petouhoff January 8, 2010
The First Case Study in the Series About "How to Deploy Customer Service Social Media!" If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones… […]
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Case Study #5: How Intel Uses Social Media to Transform The Way They Do Business

Natalie Petouhoff January 4, 2010
Most people know Intel as a provider of microprocessor for large manufacturers like Apple, Dell and HP. A large portion of their business is driven by the elaborate network of customers – resellers, partners, etc.. from around the globe. To remain innovative Intel must enroll, engage, and entertain the most brilliant minds to continue to […]
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Podcast: Social Media Transforms Customer Service

Natalie Petouhoff December 16, 2009
Our latest featured podcast is Natalie Petouhoff’s “Social Media Transforms Customer Service”. In this podcast, BP&A Senior Analyst Natalie Petouhoff reveals why it is important for customer service professionals to incorporate social media into the customer experience, and the impact of social media on customer service.a greater SOA focus.           We […]
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Social Media Transforms Customer Service

Natalie Petouhoff November 13, 2009
In this podcast, Natalie reveals why it is important for customer service professionals to incorporate social media into the customer experience, and the impact of social media on customer service. http://www.forrester.com/role_based/images/author/imported/forresterDotCom/Podcasts/BPA/Natalie_Petouhoff_Social_Media_Transforms_Customer_Service_113009.mp3
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Can You Get a Little Satisfaction? You Don’t Have to Be Mick Jagger — Yola.com Did! Case Study #4 Customer Service Social Me

Natalie Petouhoff September 29, 2009
By Dr. Natalie Petouhoff Remember that great song… “Can’t get no… Satisfaction…” Some how I think that is the national anthem of most customers. Why is it so freaking hard to get satisfaction? I found out it’s not really that hard if you have getsatisfaction.com In an interview with the company’s CEO, Wendy Lea and her […]
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RightNow Connects Customer Social Interactions To Companies Via HiveLive

Natalie Petouhoff September 9, 2009
By Dr. Natalie Petouhoff It must be in the air… but seems like there are a bunch of announcments this week. Next up? RightNow Technology’s acquisition of HiveLive. So if you were doubting that “social media” is for real or executives in your company are not sure if they should go down this path… I’d […]
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Twitter, Tweet-Up – Where Does One Start When You Want To Get It Right?

Natalie Petouhoff September 9, 2009
By Dr. Natalie Petouhoff Everyone is A Beginner At the Beginning So many of you came to the @CRMe09 conference where I spoke about the ROI of Social Media, in particular that derived from customer service. And a funny thing that happened there… Lithium had a booth in the exhibitors area and they had asked […]
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Oracle On Demand Gets Customer Service Knowledge Management with Integration with Inquira

Natalie Petouhoff September 8, 2009
By Dr. Natalie Petouhoff Knowledge Management and Customer Service This quarter I’ve started some research on knowledge management (KM) for the contact center and customer service. This is KM for both agent-assited and self-service. One of the biggest misnomers about customer service is how important great knowledge management is to good experiences. And no, I don’t mean […]
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Case Study #3: InfusionSoft Uses Social Media to Reduce Customer Service Costs

Natalie Petouhoff August 27, 2009
By Dr. Natalie Petouhoff I had the privilege to speak to the call center director, JoAnne at InfusionSoft.com when I first started my research on the affects of social media on customer service. I had asked some of the luminaries in social CRM, like Paul Greenberg, who I should talk to. He suggested I should […]
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Case Study #1: How ACT! by Sage Software Transformed the Customer Experience By Social Media

Natalie Petouhoff August 18, 2009
The First Case Study in the Series About How to Deploy Customer Service Social Media! When I published the ROI of customer service social media, everyone had asked me – who is doing social media and what are they doing. To help those who haven't started down the social media path, I put together the […]
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Case Study #2: How Lenovo Implemented Customer Service Social Media Best Practices

Natalie Petouhoff August 17, 2009
The Second Case Study on Customer Service Social Media: How To and The Results… This is the second case studies in the series on Customer Service Social Media Best Practices! You might be wondering what I meant my ownership. In organizational change management language… there are three stages of project success – awareness, buy-in and […]
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