"Customer Service is the New Marketing" for ACCE, November 2009
e-Book: 13 Market Trends in Online Communities 2014
The Community Effect: Empowering Co-creation of Content with Customers
The Community Effect: Award-Winning Self-Service that Scales
The Community Effect: Better Service for More Customers
Get Satisfaction Customer Success Summit Morning Keynote
Customer Survey Findings
How To Integrate Your Customer Community With CRM
Providing Outstanding Self-Service Support with Community
5 Signs Your Company Needs A Customer Community for Feedback and Support
Content Marketing - Cultivating an Effective and Dynamic Plan
Don’t Spend Another Dime on SEM until you Launch a Customer Community
How To Measure and Track the Business Value of Community
Allowing Customers To Join Community Conversations Everywhere
Drive More Value from Your Customer Experience Strategy
Scale Your Business with a Customer Community
Leverage Customer Communities to Reduce Support Costs and Drive Product Innovation
Collecting, Analyzing & Acting on Customer data
Community Manager Insights for 2013
Drive More Revenue from Your Social Strategy in 2013