Gartner Blog Network

Tag: 'customer' Blog Posts

from the Gartner Blog Network

Wallets are Opening for CX Technology

by Jenny Sussin  |  June 13, 2019

Well ladies and gentlemen, two things we need to address to start this post: That whole goal I had about maintaining a regular blogging schedule? Out the window. That thing...

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"Customer Experience" Is Not the New "CRM"

by Jenny Sussin  |  April 1, 2019

Customer experience (CX) is not the just CRM rebranded, and this is something which is often misunderstood in the marketplace. Some of that is likely due to providers renaming their...

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Customer Experience from Small Screen to Stage

by Jenny Sussin  |  March 19, 2019

I know Chicago and Rent went from stage to screen, but in 2019 it's pretty refreshing to take your eyes off of a screen. Most people consume Gartner research on...

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Marie Kondo'ing Your Customer Experience Projects

by Jenny Sussin  |  March 11, 2019

I still have my sophomore year of high school yearbook. I know I don't need it, I know it doesn't fully "spark joy," but I can't seem to get rid...

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Customer Definition May Be More Important Than Category Definition

by Hank Barnes  |  May 23, 2017

For many startups, the nirvana is the creation of a category.  By creating the category, you establish the leadership position in it.   But category creation is not easy.  ...

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Failing to Monetize Data? You Can Bank on It.

by Doug Laney  |  November 22, 2016

A few years ago my family decided to move from one of the western suburbs of Chicago to one of the northern townships about 30 miles away. As with anyone...

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The Internet Isn't Free

by Jenny Sussin  |  December 4, 2015

I've recently embarked on a new line of research (for me, not for the world) on customer data privacy. In doing so, I've read synthesized versions of about 20 reports,...

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Five Proof Points that "Social" is More than Digital Marketing

by Jenny Sussin  |  March 20, 2015

As the "digital" bubble gets bigger and the "social" bubble is staining many a floor in the enterprise world, I find many clients have a hard time understanding the difference...

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You're Not Alone: The Rule of Three Helps Build Out Your Social Network

by Jenny Sussin  |  January 28, 2014

There are so many things about social media engagement that are deemed to simple to write about anymore. Well ladies and gentlemen, let's get tacky! [caption id="" align="alignnone" width="298"] Tacky,...

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A Christmas Tale of Social Media App Acquisition

by Jenny Sussin  |  December 18, 2013

Almost 18 months back, I wrote a blog post on the pac-manning of the social application market. The big vendors were gobbling up the small vendors and trying to outsmart...

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