CURRENT RESEARCH

New! Advanced Practices in Customer Advocacy and Engagement

Our groundbreaking in-depth qualitative study of best practices at enterprise-level firms that are most advanced in the area of customer advocacy and engagement. Study participants include Adobe, Citrix, Misys, IBM, BMC, LinkedIn, Rackspace other top firms.

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New and Free! Executing a Billion Dollar Customer Strategy

Our newest publication on building a robust customer strategy. This is a major missing link in most firms trying to engage with today’s empowered buyers and customers. Both the C-suite, and executives and managers executing the firm’s total customer experience (TCE) operations will want to ready this carefully.

Driving Customer Success in the New Subscription Economy

Results from our 2016 study of customer engagement and success, with emphasis on subscription economy dynamics. Includes key trends and recommendations, plus data on program metrics, outsourcing, reference materials being used, customer participation in advocacy programs and more. In partnership with Mainstay Partners.

It’s Time For a Customer Strategy:
Transforming Customer Advocacy From Marketing Tactic to Competitive Advantage

Key results from the 2015 Study on Customer Advocacy and Engagement. More than 200 companies participated.