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Customer satisfaction leads to customer loyalty. Here are three factors that are key.
by Karen A. Brown et al.
Asking why before you begin a project raises its chances of success.
Before making a change, identify who can push the project forward — or cause it to stall.
November 19, 2013 | Nima Amiryany and Jeanne W. Ross
It’s challenging to successfully integrate any acquired company. It’s even more complicated when you purchase a business for its knowledge. From Pfizer Inc.’s acquisition of Icagen Inc. to Walt Disney’s acquisition of Pixar, knowledge-based acquisitions are focused on acquiring new knowledge — related to product features, customer needs, processes or technologies — and depend on assimilating the two companies’ expertise. Included: a sidebar on “Six Steps for Smoother Knowledge Transfer.”
What are the best ways to manage the customer relationship and build lasting ties? These articles look at how organizations are using everything from data to empathy to provide quality service.
Rolph E. Anderson et al.
Product selection is one of six significant drivers of customer satisfaction for e-retailers.
Avi Goldfarb and Catherine Tucker
Managing consumer data courteously can be a way to build a good relationship with customers.
Sriram Dasu and Richard B. Chase
Organizations need to value the “soft side” of customer management: emotions, trust and control.
Ritu Agarwal and Peter Weill
Optimizing processes only takes companies so far. Success requires applying data with compassion.
Mavis T. Adjei et al.
To improve online brand communities, companies need to enhance customer-to-customer communication.
Patrick Barwise and Seán Meehan
Managers can gauge their company’s customer focus by posing a set of five specific questions.