Customers
Customer Relationships Evolve — So Must Your CRM Strategy
Customers relationships evolve. Understanding how is the key to tailoring your CRM strategy.
Customers
Latest
Customers
The Secret to Successful Knowledge Seeding
Building a sophisticated online user community a begins with a smart approach to seeding it with expert knowledge.
Peng Huang, Ali Tafti, and Sunil Mithas
Analytics & Business Intelligence
#MITSMRChat: Insights on Customer Engagement Through Analytics
MIT SMR hosts a Twitter chat on analytics and customer service on March 1, 2018, at 11 a.m. EST #MITSMRChat.
Allison Ryder
Customers
What Customers Want From Self-Service Solutions
In this webinar, Cornell University’s Sheryl E. Kimes discusses the expectations disconnect between companies and customers over self-service technologies.
Sheryl E. Kimes and Bruce Posner
Digital Marketing
Avoid These Five Digital Retailing Mistakes
Retailers need to understand how website features and advances in AI affect consumer behavior.
Prabuddha De, Yu Jeffrey Hu, and Mohammad S. Rahman
Customers
Leading in a Time of Increased Expectations
Duke Energy CEO Lynn Good reflects on guiding her company in an industry in transformation.
Lynn J. Good, interviewed by Paul Michelman
Analytics & Business Intelligence
Improving Customer Service and Security With Data Analytics
Though customer service is a key analytics focus, it offers potential for security improvements too.
Sam Ransbotham
Customers
It Takes More Than Math to Design a Distribution Network
New research demonstrates how the most efficient network designs also account for changing market conditions.
Tausif Bashir and Shardul Phadnis
Customers
Which Features Increase Customer Retention?
Product features designed to attract new customers differ from features that retain customers.
Rebecca W. Hamilton, Roland T. Rust, and Chekitan S. Dev
Analytics & Business Intelligence
Customer Relationships Get the Data Treatment
A new data tool from South Africa’s Nedbank helps its clients understand their customers better.
Leslie Brokaw
Analytics & Business Intelligence
Do You Know What Really Drives Your Business’s Performance?
Performance topology maps offer managers a signpost pointing toward smarter strategies.
Rhian Silvestro
Customers
Reinventing Work With Virtual Reality
What’s happening this week at the intersection of management and technology.
Theodore Kinni
Customers
Rethinking the Value of Customers in a Digital Economy
Research from MIT’s Initiative on the Digital Economy offers new insights into platform markets and network effects.
Michael Schrage
Analytics & Business Intelligence
Now That Your Products Can Talk, What Will They Tell You?
Products connected to the Internet of Things are providing unprecedented levels of information.
Suketu Gandhi and Eric Gervet
Customers
Setting Up Digital to Tell Stories to a Global Audience
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
Customers
How to Tee Up Choices: The Upside of Default Rules
How much choice do people really want? Default rules, which establish decision-making starting points, can help.
Bruce Posner
Customers
Reimagining Customer Service at KLM Using Facebook and Twitter
For KLM, social business developed in response to an epic customer service crisis.
Martijn van der Zee (KLM), interviewed by Gerald C. Kane
Customers
Should Your Business Be Less Productive?
In service businesses, there is often a trade-off between productivity and customer satisfaction.
Ming-Hui Huang and Roland T. Rust
Customers
What Unhappy Customers Want
Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.
Marc Grainer, Charles H. Noble, Mary Jo Bitner and Scott M. Broetzmann
Customers
The High Price of Customer Satisfaction
Misguided attempts to improve satisfaction can damage a company’s financial health.