Reinventing Customer Management – Lessons from the Best of the Best

At the invitation of Arthur D. Little, executives representing the “Best-of-the-Best” companies in customer management met to discuss their vision of the future customer-driven company, as well as the challenges that lie in the path toward that ideal.

While most companies recognize the need for a stronger external orientation, few have been able to realize it in practice. They know the value of customer loyalty. They … [ Read more ]