We’ve been busy lately, building a team of top sales talent from software giants Oracle, SAP, IBM, Salesforce.com and others to address the growing need among the Fortune 500 for better customer intelligence tools to improve service and streamline business.

The new hires, attracted to the ClickFox solution and market opportunity over the past six months, comprise a powerful direct sales team to help clients analyze and solve the growing challenges in an increasingly complex customer…

Summer is a usually the time when horror movies hit the theaters. With #FrustrationFridays, a weekly Twitter meme and blog column we share some of the worst customer experience nightmares we received in our Customer Tipping Point Survey . Here are a few more horror stories and our Customer Experience takeaways:

I was having problems downloading a ring tone to my son's cell phone from the web…

Harvard Business School professor Ranjay Gulati, an expert on leadership, strategy, and organizational issues in firms, recently engaged in a Q&A sessions where he discussed how companies can become more customer-centric. He explains why companies with an outside-in perspective aim to provide solutions for customers, while those with an inside-out orientation, on the other hand, just focus on products, sales, and the organization. In his new book 'Reorganize for Resilience: Putting Customers at the Center of…

CustomerThink has published a post by ClickFox's CEO, Marco Pacelli, titled "Get Past the Yes Man."

It’s every executive’s fear: Their direct reports paint a picture of healthy, high-performance business segments. But in reality, these reports are downplaying the major issues and the executives have no reliable source to give it to ‘em straight. Getting a complete view of how a customer interacts with a business – online, in retail sites, and through call centers…

I just read a fantastic post by Peter Merholz: "A Framework for Building Customer Experiences." Before continuing to read what I think you should head over to his blog and read it. Are you back? Great! What did you think? Well, I can't agree more with how Peter defines the inside-out approach to design that many companies take. And like he says, it's not their fault because they just don't have the right tools to understand…

Last week TMCnet.com published an article discussing the ways that Customer Experience Analytics can help companies overcome the shortcomings of BI tools. Here is a short excerpt from the article:

Certain surveys have found that only 13 percent of companies implementing BI tools will ever achieve their original business objectives. Market research has shown that of surveyed executives in Fortune 500 companies:

76 percent were forced to make decisions because not…