629 Posts Found

You know a lot about your customers. You know who they are, where they live, what their buying habits are. And if you’re like most companies, you’ve done absolutely nothing with that pile of market intelligence. It just sits there, earning you no money and creating zero shareholder value. Here’s what your company needs to do to put all that hard-won information to work. … [ Read more ]

Content: Article | Authors: Geoffrey Colvin, Larry Selden | Source: Business 2.0 | Subjects: Customer Related, Management

Discover the Innovation and Organizational Learning approaches that can help you to avoid the pitfalls and pave your organization’s pathway to success.

Content: Article | Author: Jim Clemmer | Subjects: Business Development, Customer Related

What makes a loyal customer? One who speaks loudly and with fervor about your organization, telling others how you have made a real and positive difference in their lives? In a word…expectations.

Content: Article | Author: Brian Ward | Source: ManagerWise | Subject: Customer Related

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Companies that understand total customer profitability can move from decisions based on gut feeling to those based on facts.

Content: Article | Author: Tony LoFrumento | Source: Optimize Magazine | Subjects: Customer Related, Finance

Today, competition is fierce, and customers have more options than ever — a tough combination for smaller companies trying to gain market share. But, it is possible to overcome the challenges. Using the strategies mentioned in this Inc.com guide can help your company reap and keep customers both online and off.

Content: Article | Source: Inc.com | Subject: Customer Related

Business has drastically shifted its vision to a service-oriented perspective, moving from sales to customer satisfaction. And now service-an element not even mentioned in the marketing “4 Ps” (product, price, place, and promotion)-is today the most sustainable source of differentiation and advantage.
This book is a reference guide for senior managers and executives who believe that a sound service strategy is the best way to … [ Read more ]

Content: Book | Author: Jacques Horovitz | Subjects: Customer Related, Management

In the beginning, all credit cards were the same. Same interest rates, same annual fee, same processes for deciding who to lend to and how much to lend. Then, as in all industries, an innovator came along and determined that a one-size-fits-all approach left room for improvement. In this Case Study by Professor Werner J. Reinartz and Ulrike Wiehr, Capital One is … [ Read more ]

Content: Case Study | Authors: Ulrike Wiehr, Werner J. Reinartz | Source: INSEAD | Subjects: Customer Related, Marketing / Sales | Industry: Finance / Banking | Company: Capital One

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Every business should have a litmus test that separates the truly loyal customers from those who are neutral or disaffected.

Without knowing the proportion of customers who are steadfastly committed, ambivalent or susceptible to switching, marketing spending decisions can get made for the wrong reasons.

Content: Article | Author: Stephen Shaw | Source: MarketingProfs | Subjects: Customer Related, Marketing / Sales

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Despite the disappointing results of many CRM initiatives, CRM is still one of the best strategies for growing revenue and increasing market share. A new set of customer expectations and competitive demands calls for applying fresh thinking to traditional programs. This article from Accenture’s Customer Relationship Management service line offers a set of guiding principles and components around which companies can organize their CRM initiatives. … [ Read more ]

Content: Article | Author: John Freeland | Source: Accenture | Subjects: Customer Related, IT / Technology / E-Business

Moments of Truth is Carlzon’s story of how, under his leadership as president and CEO, Scandinavian Airlines System (SAS) emerged from deficits to profitability, improved services, and enhanced its market position by becoming a customer-oriented company organized for change. His strategiesa focus on the customer, encouraging risk-taking, delegating more authority to front-line employees, and eliminating vertical levels of hierarchy for a more horizontal organizationbear the … [ Read more ]

Content: Book | Author: Jan Carlzon | Subjects: Customer Related, People

We like to say at Schwab that the difference between sales and service is relevance. If a client perceives us as presenting a solution to a problem he doesn’t have, that is selling. That feels really bad, and it’s a huge waste of time. On the other hand, if the client sees us as presenting a solution to a problem he does have, that’s service. … [ Read more ]

Content: Quotation | Source: Context Magazine | Subjects: Customer Related, Marketing / Sales

Sometimes, keeping a customer on the phone longer can mean more sales and higher profits.

Content: Article | Author: David M. Ewalt | Source: InformationWeek | Subjects: Customer Related, Marketing / Sales

You know how good it feels when someone asks to hear your opinion on a subject that’s important to you. Your customers are no different.

Despite claims and ad campaigns to the contrary, many companies are doing a poor job of establishing productive dialogues with their customers. Learn how to run an effective customer focus group.

Content: Article | Author: Basil Harris Jr. | Source: MarketingProfs | Subjects: Customer Related, Marketing / Sales

Why are a select few service firms better at what they do — year in and year out — than their competitors? For most senior managers, the profusion of anecdotal “service excellence” books fails to address this key question. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies … [ Read more ]

Content: Book | Authors: James L. Heskett, Leonard A. Schlesinger, W. Earl Sasser | Subjects: Customer Related, Strategy

Product returns have existed since the first time anyone manufactured a product. In the ‘customer-is-always-right’ culture of the US, product returns are increasingly eating into profits, leading manufacturers to develop a returns strategy. In this new Case Study, Professors Van Wassenhove and Guide, and Neeraj Kumar look at the issue within HP’s inkjet product line.

Content: Case Study | Authors: Daniel Guide, Luk N. Van Wassenhove, Neeraj Kumar | Source: INSEAD | Subjects: Customer Related, Operations | Industry: Personal Computer | Company: Hewlett Packard (HP)

Creative Good, a New York City-based consulting firm, was the world’s first online customer experience firm when it was founded in 1997. To help accomplish their mission of making the Web easier to use, Creative Good publishes a variety of free resources, which you can find here.

Content: Online Resource | Source: Creative Good | Subject: Customer Related

With so many surveys finding customers happy, why are they so disloyal? There’s a better way of measuring what customers think.

Content: Article | Authors: B. Joseph Pine II, James H. Gilmore | Source: Context Magazine | Subject: Customer Related