69% of decision makers use social media for purchase decisions. 90% of buyers trust peer recommendations. 94% of B2B buyers conduct online research before making purchase. Companies including Amazon and... read more →
by Barton Goldenberg According to an IDC estimate, the spending on digital transformation initiatives will exceed $2 trillion in 2019. With this level of investment, it is concerning that less... read more →
By Kathy Barton 80% of knowledge management projects underperform. Why? Information gets loaded into a database, but then quickly gets outdated. It’s hard to maintain, and it tends to be... read more →
By Kathy Barton Everyone gets frustrated with customer support. Whichever support functions you use, you’ve probably found that they are limited in what they can do and what they offer.... read more →
By Kathy Barton A branded social media community is like a private Facebook community, where you own the content, define the rules of the road, and moderate and curate the... read more →
by Barton Goldenberg The concept of Customer Success originated with companies actively targeting ‘at-risk’ accounts with teams designed to increase retention by helping customers derive more value from their products... read more →
By Barton Goldenberg The key, as always, is data—and how you use it I attended an alumni course at my alma mater, the Wharton School, titled “Customer Centricity.” We played... read more →
