September 1, 2009 Customer Strategist The Emergent Evolution of the Social Customer 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.
September 1, 2009 Customer Strategist Randomness Happens. Are You Ready for It? Power-law distribution affects everything from the economy to customer profitability.
September 1, 2009 Customer Strategist Starting a Social Media Conversation 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.
September 1, 2009 Customer Strategist Retail Banking Customer Equity Management in Banking 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.
September 1, 2009 Customer Strategist Deciphering Customer Data All-State Legal has an abundance of detailed customer information—and a comprehensive analysis strategy to manage it.
April 1, 2009 Customer Strategist The Customer Rules Delivering a top-notch customer experience is more important than ever to companies’ continued success. Several recent studies show the link between customer experience and bottom-line performance.
April 1, 2009 Customer Strategist Public Sector and Government The Value of Individual Customers A comprehensive study reveals insight into understanding the use of customer value data within an organization, business performance and customer value, and the impact of customer value on marketing spend.
April 1, 2009 Customer Strategist Transaction Myopia Executives need to shift their vision from one-off customer transactions to long-term customer relationships.
April 1, 2009 Customer Strategist Cultivating the Top-Priority Touchpoint Customer experience mapping shows that when it comes to customer engagement all roads lead to human interaction.
April 1, 2009 Customer Strategist The Foundation of a Sustainable Competitive Advantage Baylor University’s John (Jeff) F. Tanner Jr. reveals the emergent strategies organizations need to harness to keep pace with today’s speed of change.
