White Papers

We publish a lot of material – much of it is very useful. Our style is to deliver content rather than promotion. We write for some of the most popular internet venues and we publish research for some of the best journals in the world. Where we can, we make these available to our clients and visitors at no cost. Here are some of the recent items we have published under various topics:

Customer Experience:

Customer Experience: How Technology Can Contribute — Or Kill It

Rebooting the Customer Experience – The Cutter Journal of IT

Our weekly podcast – The Customer Experience Show

Customer Relationship Management (CRM):

Zen and the Art of Social CRM

Outsourcing and Managed Services

The New Outsourcing