Features
Life After NPS
Controversy still surrounds the use of Net Promoter Score.
By Randy Hanson
Exploiting Customer Dissatisfaction
Or how not to annoy your customers.
By Patrick Barwise and Seán Meehan
A Good Lead is Hard to Find
Logistic regression helps separate the good industrial leads from the bad.
By Jamie P. Monat
Column
Marketing Mix
What’s new and newsworthy in marketing today.
By Terry H. Grapentine
Reviews
Rattle, for Miners
New data mining software is a work in progress.
By Ken Deal
Book review: “Beyond the Familiar”
How to achieve the growth that today’s market demands.
By Nancy Kramarich
Departments
The Fall of the New Rome
The untimely demise of substance.
By Paul Richard McCullough
The Value of Customer Insights
Before you can change customers’ minds, you have to uncover what they’re thinking.
By Naomi R. Henderson
What Qualitative Researchers Can Learn from Facebook
Listen up: The conversation is just starting to get good.
By Joan Mancuso and Karen Stuth