Understanding customers
Customer service: cost center or competitive advantage?
Taking the time to listen to customers may well be an effective way to identify their problems and understand their expectations better.
From proprietary to open innovation
How to revitalize your ability to innovate in a world where new products and services are introduced at a dizzying pace? By opening your R&D to the outside world.
Marketing in the Web 2.0 age
The emergence of the Internet has caused some fundamental market shifts, specifically in terms of consumer behavior. How to adapt your marketing practices accordingly?
Mastering customer interactions
More than on technologies such as the internet, call centers, CRM tools, etc., customer satisfaction depends essentially on the quality of contact with the company.
The customer experience as a differentiation driver
The customer experience involves much more than simply using the product. How to set up an organization able to offer a distinctive experience to customers?
Customer intimacy
The ability to offer solutions that are perfectly adapted to the needs of individual customers can procure a sustained competitive advantage for a business. How to go about this?
Added value, perceived value
Success depends on the ability to create value perceived by customers as superior to the competition's. How to manage the value of your products and services?
A second look at loyalty programs under the microscope
Loyalty programs can be a powerful performance driver, but not at any price! How to preserve margins by distinguishing between profitable and unprofitable customers in order to retain the former, but not the latter?