Knowledge Center

Walker’s Knowledge Center provides access to white papers, case studies, eBooks, videos, and more than 500 blogs.

The Walker Library has been discontinued. Please visit the Walker blogs for updated information.
  Success Stories

Predictive Analytics Reveals Growth OpportunitiesPredictive Analytics Reveals Growth Opportunities

Customer strategists focus on what has already happened to determine their next moves. They liste...

Finding revenue in untapped customer relationshipsFinding revenue in untapped customer relationships

After focusing on their customer relationships, a Fortune 500 manufacturer identified customers who ...

Immediate Growth With Newly Acquired CustomersImmediate Growth With Newly Acquired Customers

After gaining a deep understanding of the target company's customer base, a leading sporting goods s...

Success Story: Issues Resolved FasterSuccess Story: Issues Resolved Faster

Using customer insights, Walker helped a global support organization identify the right process and ...

Ease of Doing Business Generates Millions of DollarsEase of Doing Business Generates Millions of Dollars

This market-leading technology firm used customer insights to make it easier to conduct business and...

View all Success Stories  
  White Papers - B-to-B Series

Driving Retention With VoCDriving Retention With VoC

Account managers and sales representatives in B-to-B companies increasingly need help managing th...

Driving Profitability with VOCDriving Profitability with VOC

One of the best strategies for B-to-B companies to increase profitable growth is to ensure they are ...

Driving ROI With VoCDriving ROI With VoC

Intuitively, the notion of customer loyalty makes sense and feels like "the right thing to do." H...

Driving Growth With VoCDriving Growth With VoC

All companies are focused on growth, and right now, it's a difficult time to grow.

But, th...

Driving Sales Leads With VoCDriving Sales Leads With VoC

B-to-B sales and marketing teams spend a lot of time, energy, and money building a pipeline of le...

Customer-Focused ChannelsCustomer-Focused Channels

In today's business environment companies are working hard to become more customer focused. Howev...

View all B-to-B Series White Papers  
 
  E-Books

Blog Book - Customer Focused Goal SettingBlog Book - Customer Focused Goal Setting

Measuring company performance leads naturally to the impulse to set a goal. Goal-setting is a favori...

Blog Book - Taking Action on Customer Insights Blog Book - Taking Action on Customer Insights

Taking action is often the greatest obstacle for customer strategists. To do it right, you have to d...

Blog Book - The Loyalty MatrixBlog Book - The Loyalty Matrix

Our latest Blog Book is about Walker's Loyalty Matrix, a framework for measuring loyalty and assessi...

Blog Book - CommunicationBlog Book - Communication

Can't keep up with our blog? Download this eBook to read the best, most thought provoking blog entri...

Blog Book - Predictive AnalyticsBlog Book - Predictive Analytics

Lately, there is a lot of talk about predictive analytics and big data–and with good reason...

View all eBooks  
  White Papers

Walk a Mile in Your Customer's ShoesWalk a Mile in Your Customer's Shoes

Companies that have excelled at the art of customer focus display many admirable traits, but key amo...

Five Obstacles to Customer EngagementFive Obstacles to Customer Engagement

How the CMO can champion customer strategies that truly drive growth

Every executi...

What makes customer-focused companies so different?What makes customer-focused companies so different?

Almost every corporate executive would agree it is good to...

What's Missing From Social MediaWhat's Missing From Social Media

How Social Media and Voice-of-the-customer programs form a complete picture....

The Walker Loyalty MatrixThe Walker Loyalty Matrix

Walker's Loyalty Matrix is a framework for measuring loyalty and assessing the stability of an organ...

View all White Papers  
 

Walker Blogs
Leslie Pagel

Customer Focused Innovation

by Leslie Pagel
 

Which customer strategy will you focus on?
At the recent Walker B-to-B Customer Experience Summit, we asked over 100 Customer Experience prof...

Patrick Gibbons

Engaging the Enterprise

by Patrick Gibbons
 

Infographic - The Road to Customer-Focused Results
Customer-focused initiatives should be all about generating results for your company. Of course, l...

Chris Woolard

Loyalty in the Workplace

by Chris Woolard
 

Interviewing Tips
Several years ago, I wrote a blog about weird things to say in an interview.  Recently I have...

Mark Ratekin

Customer Strategy & Analysis

by Mark Ratekin
 

Customer Experience in 2013: The Promise of Big Data
This blog series focuses on some trends and themes that I predict will have a great impact on the ...

Kitty Radcliff

Customer Experience Lessons

by Kitty Radcliff
 

Do you have what it takes to be a customer intelligence advo
According to Walker’s Customers 2020 study, the role of the CX professional is changing. (Th...

Brad Harmon

Customer Focused Channels

by Brad Harmon
 

Who needs who more? The role of dependency in channel/suppli
An emerging trend in the study of relationships is how dependent the parties are on one another fo...

Katie Kiernan

Listening to Customers

by Katie Kiernan
 

Performance vs. Potential
A lot of companies segment their customer bases into various tiers based on revenue, and possibly ...

Troy Powell

Customer Insight Driven

by Troy Powell
 

Pass the insights, please
In my last post I made the case that the future of business will require more reliance o...

 

Walker Videos