Customer Behavior

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Image courtesy of Flickr user **Maurice**.

Putting the ‘Relationship’ Back Into CRM

Many think that the way to capture value through relationship marketing is to focus on the “good” customers and get rid of the “bad” ones. But there is more to best practice relationship management than maximizing revenues on individual customers and minimizing costs to serve. This article provides guidelines for companies that want to improve the value of customer relationships. For most companies, the transition to a relationship-based approach will require a significant shift in practice.

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Image courtesy of Flickr user Nathan Eal Photography.

Why Companies Have to Trade “Perfect Data” for “Fast Info”

Companies have been trained to think about data all wrong, say Attivio’s Ali Riaz and Sid Probstein. “Analytics don't have to be based on super-precise data,” they say. “The report doesn't have to be perfect. It needs to capture the behavior, not the totality of it."

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Cutting costs strategically

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Need to lower costs? Think about “re-featuring” your product, suggests Scott D. Anthony of Innosight.

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How to find opportunity in a downturn

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Bhaskar Chakravorti of Harvard Business School offers insights about entrepreneurship and innovation during a downturn,

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New tools help predict consumer tastes

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“Creating successful cultural products will always be a mixture of art and science,” write Thomas H. Davenport and Jeanne G. Harris in MIT Sloan Management Review. “It appears, however, that the amount of science in the mixture is increasing.”

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