Customer Relationship
What Subscription Business Models Mean for Sales Teams
Andris A. Zoltners, PK Sinha, Sally E. Lorimer
Building a Better B2B Demand Center
Phillip Andersen, Robert Archacki, Basir Mustaghni, Neri Conti
Concrete advice to put in place a highly performant Demand Center.
Building an Insights Engine
Frank van den Driest, Stan Sthanunathan, Keith Weed
Building a customer knowledge base, centralized and available to all: the Unilever example.
10 Principles of Customer Strategy
Thomas Ripsam, Louis Bouquet
How to create value continuously and propose a distinctive customer experience.
Can a goldfish show you how to excite your customers?
Fabian Hieronimus
Ten ways to inspire your consumers to lead them to talk about you.
The chemistry of enthusiasm
Domenico Azzarello, Frédéric Debruyne, Ludovica Mottura
Recognize the impact of individual front-line employee contributions on customer satisfaction.
Silo Busting: How to Execute on the Promise of Customer Focus
Ranjay Gulati
When customer focus becomes a key driver for breaking down organizational silos.
Firing Up the Front Line
Jon R. Katzenbach, Jason A. Santamaria
Encourage the engagement and judgment of front-line employees.