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Blake Landau

Customer Management IQ

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Customer Management IQ is a forum for sharing ideas, best practices and solutions within the business community. The emphasis of Customer Management IQ is on peer-to-peer communications within the Customer Management community. Simply put, you can interact and share solutions with an incredible network of authoritative sources and practicing professionals. It's easy. It's fast. It's free. And it enables you to find from your peers a method, a solution, a proven best practice that solves your specific problems when you need it solved. Customer Management IQ offers a steady stream of front-line content that is timely, relevant, practical and has been validated by practitioners. We have day-in, day-out contact with movers and doers in the Customer Management world.

On-Demand Episodes

Paula Klee Parish can be described of the Emily Post of the business world. She knows how to improve business relationships through better communication and behavior. Parish, the author of "The Journey to Be Your Own Best Friend,"... more
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In this interview with Randy Saunders, Program Director for Cincom's Customer Experience Management group, discusses how Absa Bank effectively empowered their call center agents to deliver better customer experiences. In addition get... more
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While most companies are still in the nascent stages of capturing and engaging their audiences through social media, recognizing the importance of the dialogue has become critical to successful branding efforts. While the unstructured... more
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Social media is a misnomer. Doug Richards, Social Business Evangelist, knows metrics. Richards of Centriq Training understands that for most of us metrics are hard enough as it is. And we have established the reality that metrics can be... more
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In this podcast hear from Rob Cate of Vegas.com who will be leading an exclusive site tour at the 11th Annual Call Center Week produced by IQPC. We have moved from a downturn economy to a slow growth economy—this... more
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Social business encompasses more than just the buzzy term "social crm." Social business extends to include how we interact with our customers, partners and employees. The two pre-eminant thought leaders on social business Kathy... more
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In this panel Jo'Ann Alderson, President of Progressive Communications, Glenn Pasch, President of Improved Performance Solutions, Mary Murcott, President of Performance Transformations Incorporated, and Emily Yellin, speaker,... more
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Hear from Jo'Ann Alderson, President of Progressive Communications, Glenn Pasch, President of Improved Performance Solutions, Mary Murcott, President of Performance Transformations Incorporated, and Emily Yellin, speaker,... more
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Call center technology will make or break your organization's customer strategy. Without providing your agents with access to the proper customer data you will not be able to fulfill your customer promise. In this interview thought leader... more
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The call center has a horrendous reputation—that’s old news! The second in a series of power player podcast panels, three call center futurists address how you can turn your call center from a “complaint center” to a “thinking organization.”... more
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