Books, Research & Articles

Books Dr. Natalie has authored:

• The Leadership Advantage, AMG Press, 2007 (Wrote for Hitachi Executives)
• Reinventing Your Contact Center: Managers Guide To Managing Multi-Channel Contact Centers, Prentice Hall, 2006
• Integrating Your People with Process and CRM Technology: Change Management That Provides An ROI, Anton Press, 2005.
• CRM: The Bottom Line to Optimizing Your ROI, Prentice Hall, 2001
• Recruiting and Retaining Call Center Employees, ASTD, 2001.
• Customer Service at a Crossroad, Anton Press 2003. (Wrote for CEO of Knowlagent)
• Customer Obsession, Anton Press, 2002 (Wrote for CEO of Genesys)
• CRM Technology, Anton Press, 2002. (Wrote for Executive at SBC)
• Conducting A Call Center Audit, Anton Press, 2002. (Wrote for Executive at Benchmarkportal)

Dr. Natalie’s White Papers and Research:

• The ROI Of Customer Service Web 2.0 Online Communities, 2009
• How to Get Your Business Case Approved, 2009
• The Economic Necessity Of Customer Service, 2009
• Forrester’s Customer Service Innovation Framework And Self-Assessment, 2009
• The Forrester Wave™: Customer Service Software Solutions, Q4 2008: Define The Customer Experience Before Choosing A Vendor, 2008
• Why Talking To Your Customers Is Ruining Your Business: Five Ways To Deliver Extraordinary Customer Service Agent Interactions, 2008
• Customer Service: A Keystone Of Your Corporate Revenue Strategy, 2008  
• The Forrester Wave™: Enterprise CRM Suites, Q3 2008: Buyers Face Difficult Choices In A Crowded Market, 2008
• The Forrester Wave™: Midmarket CRM Suites, Q3 2008: Solutions From Microsoft, Oracle, RightNow, And Salesforce.com Lead The Way, 2008 
• Your Brand Ambassadors: Your Agents and Your Contact Center, 2007
• Return on Advertising Dollars (ROAD): How to Obtain a Advertising ROI and Incorporate New Media, 2007
• Return on Marketing Dollars (ROMI): Strategic Leadership In the New World of Marketing, 2007
• Organizational Change Management: Changing Leadership for Effective Change Management, 2007
• Protecting Customer Data: The Business Case for Data Privacy, 2005  
• Customer Advocacy: The Business Case for Customer-Centric Companies, 2005   
• Knowledge Management: The ROI of Your Brain Trust, 2005 
• Creating the Single View of the Customer, 2005  
• The Use of Symbols to Capture Caller Data Efficiently and Accurately, www.BenchmarkPortal.com, 2001.
• Managing Call Center Service Quality, www.BenchmarkPortal.com, 2001.
• Customer Lifetime Value: Obtaining The Maximum ROI of CRM, www.BenchmarkPortal.com, 2001.
• The Psychological Impact of Change in A Call Center: Training Employees to Handle “The Valley of Tears,” www.BenchmarkPortal.com, 2001.
• The New Virtual Paradigm in CRM: Cyber Agents,” www.BenchmarkPortal.com, 2001.

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