Tension: Companies have more customer data than ever, yet struggle to balance immediate revenue needs against long-term ...

A few years ago, I used to believe that flashy ads and crazy discounts were the magic pills to grow a business. And to some extent, they worked. People clicked, bought and left. But the ROI didn’t ...

When it comes to growing your business, customers are key. While you should definitely create valuable products that your customers will love, you need to take things a step further when it’s time to ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Collin Cohen It isn’t ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

As someone who has conversations with businesses about digital transformation every day, I hear one question come up more than any other: Where do we start? It’s a deceptively difficult question to ...

The last few years have brought disruption after disruption to bear on the ways companies and customers interact. Arguably, the company-to-customer connection has been more disrupted than supply ...

I always say that it’s better to have 100 clients who love you than 1,000 who feel indifferent about you. As the CEO of a C-level ed-tech company, I’ve worked with thousands of companies and developed ...

Driving trust. Building customer relationships starts with establishing trust through personalized, consistent value at every touchpoint. Long-term loyalty. Authentic connections at every stage of the ...

“Proactiveness can take various forms, from recognizing problems and scheduling home service visits to advanced methods like remote issue diagnosis and dispatching the right technician with the right ...

Your current research focuses on subscription businesses and the importance of customer capital. What is that, and why is it important for the economy? We often think of firm value as coming from ...