In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

How organizations with complex consumer databases and multiple touch points can improve customer retention and increase sales by developing an internal framework dedicated to enhancing the overall ...

With few organizations being cited for great customer experiences today, companies need to increase their focus on customer-centricity, firmly embedding it into their corporate cultures and operating ...

In previous articles, we described how SaaS and recurring revenue growth does not operate within the traditional marketing funnel, but a more complex, bow-tie model. We also looked at the effects of ...

In today's digital age, I don't believe businesses can continue to afford to be product-centric. Customers are more demanding than ever before, and they expect the best deal they can find every time ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

Ditch traditional strategies and focus on game-changing practices like reverse-engineering customer experience, hyper-personalization, analyzing interactions to gauge emotional engagement and more.

Telecom companies have used mergers and acquisitions (M&A) for a long time to become the market leader, grow their business, and offer more services. But these high-stakes deals often fail when it ...

It has become fashionable — even essential — to be a “customer-centric” organization. As consumers, we’re bombarded with messages from insurance companies, retail stores and health care providers ...