Biographical Information

Natalie Petouhoff

Natalie Petouhoff, Ph.D., is vice president and principal analyst at Constellation Research. She can be reached via Twitter @Dr.Natalie or at

Articles for Natalie Petouhoff

Social Customer Care Is a CEO’s No. 1 Initiative

If customers complain about you online, take heart: That means they're still customers

Deciphering Digital Disruption

What does it mean for you? That there's a conversation going on—so don't get left out of it.

Managing CX in the Age of Digital Disruption

7 steps for navigating the digital/social landscape.

The Social Customer Economy

How to use Twitter for customer service interactions.

How Much Is Your Customers' Trust Worth?

The bottom line on the theft and privacy of CRM data.

The Scientific Reason for CRM Failure, Part 2

Part II: Reduce resistance and increase ROI with change management

The Scientific Reason for CRM Failure, Part 1

Part 1: Understanding resistance