Financial services firms wanting to improve the customer experience should rethink their multichannel strategies.

Many corporate executives are still puzzling over social CRM. Companies must be prepared to act and react as customers take command of the business relationship.

Power-law distribution affects everything from the economy to customer profitability.

A study reveals the correlation between enhancing employee relationships and business outcomes.

Social media is the big buzz right now. When using social media to engage customers, listen first, keep the conversation natural, and always make it relevant.

Ingrid Lindberg, chief customer officer at healthcare provider Cigna, ensures that the customer is at the center of every decision the company makes.

Measuring and managing banking with customer equity management and Return on Customer is the best way to increase a retail bank’s long-term customer value.

Access to 100 percent of its loyalty program and POS data gives the grocery retailer and its CPG providers unique competitive insight.

All-State Legal has an abundance of detailed customer information—and a comprehensive analysis strategy to manage it.

Implement these five best practices to optimize your loyalty program strategy to better match your overall business strategy and to increase customer retention

Customer experience is more than the buzz word du jour. It is, in fact, a powerful business driver.

Nigel Dessau, senior vice president and CMO of Advanced Micro Devices, explains how social media supports AMD’s customer strategy.