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Cisco WebEx's Diane Davidson and Intel's Rhett Livengood are putting together a strong workshop at next week's Customer REference Forum, for those interested in putting customer testimonials to the best use on the web. Here's a brief preview: According to recent research by Eccolo Media: - video is the 2d... read more →

There is still time to register for the 2010 Customer Reference Forum, March 2-3, in Santa Clara (registration will close Monday, 3/1 at noon pacific time).  We have a terrific line up of speakers as well customer reference professionals from Adobe, Cisco WebEx, CA, Dell, Genesys, NetSuite, Intel, Hewlett-Packard, Microsoft,... read more →

Just added a new breakout presentation at the upcoming 2010 Customer Reference Forum, March 2-3, Santa Clara, CA (it will be posted on the Presenters page shortly).   The Tribalization of Business: The Art and Science of Building Successful B2B Communities by Dean Hidalgo, Director of Industry and Customer Marketing,... read more →

  We've just added Lexmark's Jeanne Talbot to our list of presenters at the 2010 Customer Reference Forum. Here's a brief preview of her presentation abstract: Maximizing Impact: How Lexmark Sets Key- and Global Account Reference Priorities by Jeanne Talbot, Senior Customer Communications Manager, Lexmark International Taking its customer reference program global... read more →

For those of you who haven't yet taken the 2010 Customer Reference Programs survey, there's still time to do so.  We're in our 5th year of running this survey; it's the most comprehensive and widely used survey in the profession, providing essential information on getting budget, staffing, resources, executives support... read more →

Yesterday and today I was in New York at the Grand Central Hyatt, chairing the Advanced Track at the Net Promoter Score (NPS) conference "Customer Experience 2010". Some 400 attendees participated from a variety of B2B and B2C firms.   For those of you unfailiar with NPS, it's an increasingly... read more →

While traveling recently I noticed a couple of ads by well known technology firm in airports.  The first ad (not pictured here, to protect the guilty:) was a mess. It tried to illustrate a technology problem that the firm says it can solve. The graphic was so confusing that I... read more →

I “e-chatted” with one of the most thoughtful reference teams in our profession: Adobe’s Lisa Hanna, Sr. Manager, Customer Reference Program, Holly Lugassy, Sr. Manager, Customer Programs and Emily Chu, Customer Reference Manager. They’ll present at the 2010 Forum in Santa Clara in March. Below they provide a preview, talking in... read more →

We've just added info on two more presentations on our event website: Here's the descriptions: How Oracle Attracts Executive Customers Into Its Customer Reference Programs by Julie Tung, Vice President, Global Customer Programs, Oracle.  Julie will describe how Oracle attracts high-level decision makers into its customer reference program with a compelling value... read more →

Laura is filling in for Deb Eastman who has to be out of the country during the 2010 Forum (March 2-3, Santa Clara).  Laura is VP of Research and Business Consulting at Satmetrix, and co-author of Answering the Ultimate Question: How Net Promoter Can Transform Your Business, and is one... read more →