Improving customer experience offers more long-term benefits than “earn-and-burn” loyalty programs.
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.
Research from MIT’s Initiative on the Digital Economy offers new insights into platform markets and network effects.
Products connected to the Internet of Things are providing unprecedented levels of information.
Suketu Gandhi and Eric Gervet
At the Metropolitan Museum of Art, digital and social media is bringing art and treasures to the world.
Sree Sreenivasan (Metropolitan Museum of Art), interviewed by Gerald C. Kane
How much choice do people really want? Default rules, which establish decision-making starting points, can help.