Crack the code on customer priorities and profit models first —then digitize.
The trade-off between reliability and customization in goods and services.
Two new studies reveal that successful CRM systems go beyond sales, marketing and customer service.
Vijay Govindarajan and Anil K. Gupta
Howard Anderson, Scott Lawin, Vernon Lobo, Craig London and Russell Siegelman
User innovation communities present a great advantage over manufacturer-centered development systems.