Relationship Management

Customers relationships evolve. Understanding how is the key to tailoring your CRM strategy.

Performance topology maps offer managers a signpost pointing toward smarter strategies.

Some reconnections are more beneficial than others. The challenge is selecting the best ones.

Many of us have had a moment when we click “send” and realize our message is going to the wrong person. Now what?

Sophisticated relationship management resources alone won’t make customers more loyal.

To extract the most business value from university research, companies need to follow seven rules.

Service companies shouldn’t worry about teaching their customers too much.

Managers must adopt training and recruiting policies that compensate for institutional barriers to HR investment.