Digital growth often comes at the expense of customer experience, but a new approach offers a win-win.
Improving customer experience offers more long-term benefits than “earn-and-burn” loyalty programs.
Jess Huang, Phyllis Rothschild, and Jamie Wilkie
Companies need to think about how they can become a customer destination.
Peter Weill and Stephanie Woerner
Customers relationships evolve. Understanding how is the key to tailoring your CRM strategy.
Jonathan Z. Zhang, George F. Watson IV, and Robert W. Palmatier
MIT SMR hosts a Twitter chat on analytics and customer service on March 1, 2018, at 11 a.m. EST #MITSMRChat.
Though customer service is a key analytics focus, it offers potential for security improvements too.
New research demonstrates how the most efficient network designs also account for changing market conditions.
Tausif Bashir and Shardul Phadnis
Performance topology maps offer managers a signpost pointing toward smarter strategies.