natalie petouhoff

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Enterprise 2.0 ROI Metrics: One Size Doesn't Fit All

'The ROI of Online Customer Service communities' by Forrester customer experience and relationship management analyst Natalie Petouhoff is a $US 1,999 'Total Economic Impactâ„¢ Analysis' TEI report. Mike Krigsman over at his 'IT failures' blog here on ZD Net seems impressed by the...

Tags: Customer Service, ROI, Enterprise 2.0, Forrester Research Inc., Natalie Petouhoff, Mike, Roi/Tco, Finance, Managerial Accounting, Oliver Marks

Blog posts 2009-07-06

Additional Resources

Social computing in the enterprise, part two

Part two of a video conversation between Forrester analyst Natalie Petouhoff, ZDNet blogger Dion Hinchcliffe, and me on issues around social computing in the enterprise. by Michael Krigsman

Tags: Social Computing, Video, Social Networking, Corporate Communications, Online Communications, Marketing, Advertising & Promotion, Michael Krigsman

Blog posts 2009-11-23

Social computing and the enterprise, part one

Part one of a video conversation between Forrester analyst Natalie Petouhoff, ZDNet blogger Dion Hinchcliffe, and me on issues around social computing in the enterprise. by Michael Krigsman

Tags: Social Computing, Video, Social Networking, Corporate Communications, Online Communications, Marketing, Advertising & Promotion, Michael Krigsman

Blog posts 2009-11-23

Social media: Pondering the corporate ROI

Social networking can deliver returns to enterprises as long as companies devote some time to them. Joe McKendrick at Smart Planet details some of the ROI discussions going on. Citing Natalie L. Petouhoff, Ph.D., an analyst at Forrester, and her study titled The ROI Of Online Customer...

Tags: Network, Social Media, ROI, Social Networking, Online Communications, Marketing, Advertising & Promotion, Larry Dignan

Blog posts 2009-07-17

Enterprise 2.0 collaboration communities: measurement and metrics

Many participants in the collaboration / Enterprise 2.0 world offer Kumbaya-style enthusiasm without showing concrete evidence of business value. Forrester analyst, Natalie Petouhoff, has the ROI antidote. by Michael Krigsman

Tags: Enterprise 2.0, Collaboration, Groupware, Enterprise Software, Software, Michael Krigsman

Blog posts 2009-07-06

Time to Put A Stake in The Ground on Social CRM

The debate and discussion about what defines Social CRM a.k.a. CRM 2.0 vs. its traditional parent has been going on for about 2 years pretty regularly and started, according to thought leader Graham Hill almost a decade before that. Personally, I'm done defining it and am moving...

Tags: Customer, Business, Tool, CRM, Social CRM, SCRM Business Strategy, Co-creation, Advertising & Promotion, Customer Relationship Management (CRM), Enterprise Software, Marketing, Software, Paul Greenberg

Blog posts 2009-07-06

Forrester CRM analyst discusses IT failure [podcast]

Strong executive leadership and organizational transformation are essential determinants of successful IT projects. Any IT initiative that does not properly address these strategic points is doomed to fail. I spoke with Forrester CRM, customer experience, and call center analyst, Dr. Natalie Petouhoff, to explore these issues. Click...

Tags: Information Technology, CRM, Forrester Research Inc., Natalie, System Integrator, Podcasts, Internet, Michael Krigsman

Blog posts 2009-02-23