Customer management systems have evolved dramatically, offering everything from simple contact tools to complex, enterprise-wide platforms. With so many options available, selecting the right solution can feel overwhelming. The decision is further complicated by the explosion of customer data, the... more
Customers are one of the most important, and often the only, revenue producing assets for an organization. Managing these important assets, therefore, requires a systematic and disciplined approach toward achieving a sustainable competitive advantage. In general, retention and loyalty programs are... more
Having your finger on the pulse of your customer’s current and future needs is a critical piece of your overall organizational, product development, sales, and marketing strategies. Organizations employ several different methods to get this information from their customers. Typically most... more
The customer may always be right, but that doesn't mean all customers are easy to deal with. Anyone who's ever worked with customers can tell you they can be downright unruly. Still, if you want to stay in business, you've got to deal with them. Finding techniques that help you disarm unhappy... more
Organizations generate vast amounts of information, yet information alone does not create value. True intelligence enables better decisions, stronger performance, and measurable results. Too often, intelligence is confused with raw data or reporting, leaving organizations with volumes of... more
Customer-Focused Innovation is the perfect blend of buyer perception, creativity, and the ability to measure their value as a buyer. Organizational innovating is the ability to capture what aspects to your products or services are valued most by your customers and being able to deliver those in a... more
