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CIO
April 15, 2004
Prahalad & Ramaswamy |
How to Put Your Customers to Work It's getting harder for companies to sustain growth and create value on their own. It's time to loop customers into the act.   |
CRM
March 30, 2012
Harris et al. |
Preparing for a New Price Paradigm Multiple channels transfer pricing decisions from retailers' to consumers' hands. |
Bank Systems & Technology
November 1, 2006
Nancy Feig |
Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically. |
HBS Working Knowledge
June 12, 2006
Rangan & Bell |
The Promise of Channel Stewardship Companies need a new strategy for going to market, says Harvard marketing professor V. Kasturi "Kash" Rangan in his new book, Transforming Your Go-to-Market Strategy. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
August 2, 2013
Dave King |
Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium. |
CRM
November 2012
Leonard Klie |
Cross-Channel Design Can Be Transformational Companies today must deliver cohesive experiences across multiple touchpoints. |
U.S. Banker
May 2011
Alexander Hesse |
Moving Beyond the Digital Stone Age Despite the fact that the online channel is more than a decade old, most retail financial services companies have yet to make full use of its potential. |
CRM
March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry. |
CRM
May 2010
Lior Arussy |
Book Excerpt: The Tribal Experience Customers may be newly empowered, but they still want to be delighted. Can you still deliver? |
CRM
September 2010
David Rich |
Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
HBS Working Knowledge
July 26, 2006
Sean Silverthorne |
The Strategic Way to Go to Market Too often channel strategies develop when a product is ready to go to market. But a last-minute approach leaves a lot of efficiencies and synergies by the wayside, says V. Kasturi Rangan. Enter the concept of the "channel steward." |
CRM
June 1, 2009
Ian Jacobs |
The New Interaction of Social Media Beyond marketing, the popular tools and techniques can also serve as a channel for support. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
October 2014
Barton Goldenberg |
The True Price of Channel Optimization Why meeting your customers where they prefer is key to your business survival. |
Knowledge@Wharton
June 4, 2003 |
Choosing the Wrong Pricing Strategy Can Be a Costly Mistake Two professors in Wharton's marketing department say devising appropriate pricing strategies is more critical than ever in a world of hyper-competition. Pricing strategies also take on added importance at a time when central bankers and economists are concerned about deflation. |
CRM
May 11, 2012
Jordan Socran |
Build Relationships Through Proactive Support Supporting connected customers has never been more important. |
