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	<title>Customer Engagement Agencies &#187; Peter van Teeseling</title>
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	<description>Game-changing Business Models, Strategies, and Digital Infrastructures</description>
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		<title>Trusted Advisors of the Buying Funnel</title>
		<link>http://customerengagementagencies.com/interview/trusted-advisors-of-the-buying-funnel/</link>
		<comments>http://customerengagementagencies.com/interview/trusted-advisors-of-the-buying-funnel/#comments</comments>
		<pubDate>Wed, 20 Jan 2010 06:00:00 +0000</pubDate>
		<dc:creator>Peter van Teeseling</dc:creator>
				<category><![CDATA[Interview]]></category>

		<guid isPermaLink="false">http://customerengagementagencies.com/?p=1208</guid>
		<description><![CDATA[MM: For me, I take this notion of a conversion funnel and call it a “buying funnel for new technology”. Most of the hindering forces to change really come back to fuzzy accountabilities. There isn&#8217;t anything that you as a vendor can do about the accountabilities, and therefore, the lack thereof in a buying organization [...]]]></description>
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		<series:name><![CDATA[Industry Trends in Customer Experience Management]]></series:name>
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		<title>Culture of Change</title>
		<link>http://customerengagementagencies.com/interview/culture-of-change/</link>
		<comments>http://customerengagementagencies.com/interview/culture-of-change/#comments</comments>
		<pubDate>Tue, 19 Jan 2010 06:00:00 +0000</pubDate>
		<dc:creator>Peter van Teeseling</dc:creator>
				<category><![CDATA[Interview]]></category>

		<guid isPermaLink="false">http://customerengagementagencies.com/?p=1206</guid>
		<description><![CDATA[MM: That&#8217;s completely fair. Lastly, I’d like to address the culture of change. BK: Yes. That&#8217;s been the big frustration as a technology salesperson for 20-plus years. Technology should stay ahead of actual implementation, or I wouldn&#8217;t have anything to sell tomorrow. But being on the bleeding edge in most cases with these technologies, it&#8217;s [...]]]></description>
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		<slash:comments>1</slash:comments>
	
		<series:name><![CDATA[Industry Trends in Customer Experience Management]]></series:name>
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		<title>IT Service Management as Model</title>
		<link>http://customerengagementagencies.com/interview/it-service-management-as-model/</link>
		<comments>http://customerengagementagencies.com/interview/it-service-management-as-model/#comments</comments>
		<pubDate>Mon, 18 Jan 2010 06:00:00 +0000</pubDate>
		<dc:creator>Peter van Teeseling</dc:creator>
				<category><![CDATA[Interview]]></category>

		<guid isPermaLink="false">http://customerengagementagencies.com/?p=1204</guid>
		<description><![CDATA[MM: This mirrors what we&#8217;ve seen in the IT service management area. Specifically around self-managing autonomic computing, advanced by IBM and other vendors. The core building block concept of self-managing systems is something that they call the &#8220;MAPE&#8221; loop. That&#8217;s an acronym for Monitor Analyze Plan Execute. If I can apply the MAPE loop to [...]]]></description>
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		<slash:comments>1</slash:comments>
	
		<series:name><![CDATA[Industry Trends in Customer Experience Management]]></series:name>
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		<title>Hearing the Voice of Customers</title>
		<link>http://customerengagementagencies.com/interview/hearing-the-voice-of-customers/</link>
		<comments>http://customerengagementagencies.com/interview/hearing-the-voice-of-customers/#comments</comments>
		<pubDate>Sun, 17 Jan 2010 07:00:59 +0000</pubDate>
		<dc:creator>Peter van Teeseling</dc:creator>
				<category><![CDATA[Interview]]></category>

		<guid isPermaLink="false">http://customerengagementagencies.com/?p=1202</guid>
		<description><![CDATA[MM: So as a way of starting to summarize these points—what are the things that a proactive eBusiness manager would want to do in terms of maximizing the efficiency of their nurturing process? Clearly we need to monitor what&#8217;s going on. Right? BK: Yes. I think we need to monitor it at a very tactical [...]]]></description>
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		<slash:comments>1</slash:comments>
	
		<series:name><![CDATA[Industry Trends in Customer Experience Management]]></series:name>
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		<title>Increasing Conversion Rates</title>
		<link>http://customerengagementagencies.com/interview/increasing-conversion-rates/</link>
		<comments>http://customerengagementagencies.com/interview/increasing-conversion-rates/#comments</comments>
		<pubDate>Sat, 16 Jan 2010 07:00:58 +0000</pubDate>
		<dc:creator>Peter van Teeseling</dc:creator>
				<category><![CDATA[Interview]]></category>

		<guid isPermaLink="false">http://customerengagementagencies.com/?p=1200</guid>
		<description><![CDATA[BK: That argument could be fought from the other side, you should talk to SAS Institute where they have hundreds of Analytic PhD’s on staffs that are building very robust predictive models. The question is, &#8220;How many commercial companies are sophisticated enough to take advantage of that technology.” In traditional modeling, companies continue to struggle [...]]]></description>
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		<slash:comments>2</slash:comments>
	
		<series:name><![CDATA[Industry Trends in Customer Experience Management]]></series:name>
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		<item>
		<title>Skill sets in predictive modeling</title>
		<link>http://customerengagementagencies.com/interview/skill-sets-in-predictive-modeling/</link>
		<comments>http://customerengagementagencies.com/interview/skill-sets-in-predictive-modeling/#comments</comments>
		<pubDate>Fri, 15 Jan 2010 07:00:57 +0000</pubDate>
		<dc:creator>Peter van Teeseling</dc:creator>
				<category><![CDATA[Interview]]></category>

		<guid isPermaLink="false">http://customerengagementagencies.com/?p=1198</guid>
		<description><![CDATA[MM: As web analytics goes from more or less forensic reporting of anonymous behavior to now predictive models of what customers are likely to respond to, the underlying analytic discipline shifts from quantitative methods to things that are more forward-looking—be they game theory and predictive modeling. When we talk about, &#8220;Who has skill sets in [...]]]></description>
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		<slash:comments>2</slash:comments>
	
		<series:name><![CDATA[Industry Trends in Customer Experience Management]]></series:name>
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		<item>
		<title>Game Theory and Coke Promotions</title>
		<link>http://customerengagementagencies.com/interview/game-theory-and-coke-promotions/</link>
		<comments>http://customerengagementagencies.com/interview/game-theory-and-coke-promotions/#comments</comments>
		<pubDate>Thu, 14 Jan 2010 19:59:56 +0000</pubDate>
		<dc:creator>Peter van Teeseling</dc:creator>
				<category><![CDATA[Interview]]></category>

		<guid isPermaLink="false">http://customerengagementagencies.com/?p=1196</guid>
		<description><![CDATA[MM: I&#8217;m glad you mentioned Coca-Cola. They were one of the early adopters of this smart promotional platform from a company that&#8217;s since gone out of business. It&#8217;s part of ePrize, now. It was an interactive, smart promotions platform. It had mathematics underneath it that came from two PhDs in mathematics and game theory. Preference [...]]]></description>
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		<slash:comments>0</slash:comments>
	
		<series:name><![CDATA[Industry Trends in Customer Experience Management]]></series:name>
	</item>
		<item>
		<title>Driving the R in CRM</title>
		<link>http://customerengagementagencies.com/interview/driving-the-r-in-crm/</link>
		<comments>http://customerengagementagencies.com/interview/driving-the-r-in-crm/#comments</comments>
		<pubDate>Wed, 13 Jan 2010 19:59:55 +0000</pubDate>
		<dc:creator>Peter van Teeseling</dc:creator>
				<category><![CDATA[Interview]]></category>

		<guid isPermaLink="false">http://customerengagementagencies.com/?p=1194</guid>
		<description><![CDATA[MM: In my conversations with folks in Europe who really seem to be ahead of us, in terms of really understanding the &#8220;R&#8221; in CRM, really understand that first of all, you need to have a lifecycle model for what it means to be in a relationship with a brand. But also, do we have [...]]]></description>
		<wfw:commentRss>http://customerengagementagencies.com/interview/driving-the-r-in-crm/feed/</wfw:commentRss>
		<slash:comments>1</slash:comments>
	
		<series:name><![CDATA[Industry Trends in Customer Experience Management]]></series:name>
	</item>
		<item>
		<title>Journey of Customers</title>
		<link>http://customerengagementagencies.com/interview/journey-of-customers/</link>
		<comments>http://customerengagementagencies.com/interview/journey-of-customers/#comments</comments>
		<pubDate>Tue, 12 Jan 2010 19:59:54 +0000</pubDate>
		<dc:creator>Peter van Teeseling</dc:creator>
				<category><![CDATA[Interview]]></category>

		<guid isPermaLink="false">http://customerengagementagencies.com/?p=1190</guid>
		<description><![CDATA[MM: Yes. Early in our corporate history we did a lot of surveys. There were several almost axiomatic truths that have distilled from having surveyed over 50,000 people. I personally have interviewed probably 3,500 or 4,000 people. Surveys are highly structured, scientific collections of bullshit. They give you top-of-mind associations and more specifically speak to [...]]]></description>
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		<slash:comments>0</slash:comments>
	
		<series:name><![CDATA[Industry Trends in Customer Experience Management]]></series:name>
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		<item>
		<title>Vendors: Customer Experience Management</title>
		<link>http://customerengagementagencies.com/interview/vendors-customer-experience-management/</link>
		<comments>http://customerengagementagencies.com/interview/vendors-customer-experience-management/#comments</comments>
		<pubDate>Mon, 11 Jan 2010 19:59:53 +0000</pubDate>
		<dc:creator>Peter van Teeseling</dc:creator>
				<category><![CDATA[Interview]]></category>

		<guid isPermaLink="false">http://customerengagementagencies.com/?p=1188</guid>
		<description><![CDATA[MM: Great. I&#8217;m going to use this opportunity, Bob, to circle back on a topic that you introduced earlier. The term that you used was, &#8220;Voice of the customer.&#8221; BK: Yes. MM: I&#8217;m familiar with the term from my exposure into Six Sigma and Lean Six Sigma. More of a formal quantification of customer satisfaction [...]]]></description>
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		<slash:comments>0</slash:comments>
	
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