Analytics & Business Intelligence
Do You Know What Really Drives Your Business’s Performance?
Performance topology maps offer managers a signpost pointing toward smarter strategies.
Customers
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Customers
Reinventing Work With Virtual Reality
What’s happening this week at the intersection of management and technology.
Customers
Rethinking the Value of Customers in a Digital Economy
Research from MIT’s Initiative on the Digital Economy offers new insights into platform markets and network effects.
Analytics & Business Intelligence
Now That Your Products Can Talk, What Will They Tell You?
Products connected to the Internet of Things are providing unprecedented levels of information.
Customers
Setting Up Digital to Tell Stories to a Global Audience
At the Metropolitan Museum of Art, digital and social media is bringing art and treasures to the world.
Customers
How to Tee Up Choices: The Upside of Default Rules
How much choice do people really want? Default rules, which establish decision-making starting points, can help.
Customers
Reimagining Customer Service at KLM Using Facebook and Twitter
For KLM, social business developed in response to an epic customer service crisis.
Customers
Should Your Business Be Less Productive?
In service businesses, there is often a trade-off between productivity and customer satisfaction.
Customers
What Unhappy Customers Want
Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.
Customers
The High Price of Customer Satisfaction
Misguided attempts to improve satisfaction can damage a company’s financial health.
Customers
From the Editor: How Important Is the Customer’s Voice?
It’s easy to say customer satisfaction is very important – but harder to put that into practice.
Customers
Reading Global Clients’ Signals
Big data analysis can help geographically distributed companies monitor customer satisfaction.
Analytics & Business Intelligence
Analyzing Performance in Service Organizations
Balanced benchmarking helps companies test their assumptions about service productivity.
Customers
How to Drive Customer Satisfaction
Product selection is one of six significant drivers of customer satisfaction for e-retailers.
Customers
Why Managing Consumer Privacy Can Be an Opportunity
Managing consumer data courteously can be a way to build a good relationship with customers.
Customers
Social Business at Kaiser Permanente: Using Social Tools to Improve Customer Service, Research and Internal Collaboration
Twitter, Facebook and an internal intranet are changing the way a health care provider communicates.
Customers
Why CRM Fails — and How to Fix It
Sophisticated relationship management resources alone won’t make customers more loyal.
Customers
McAfee: ‘Customer Service in the Digital Age: The Eternal Lament’
Why are companies still using snail mail to deliver information that customers need in real time?
Customers
Putting the ‘Relationship’ Back Into CRM
There are three important ways in which customer relationship management (CRM) practices often fail.
Customers
Are You Speaking the Same Language As Your Audience?
Are you dropping the ball when it comes to conveying your ideas in ways that your audience really understands?