April 1, 2012 Customer Strategist SEB’s Success Strategy: “Rewarding Relationships” European bank SEB uses customer insight to inform its strategic business decisions, and has improved loyalty and profitability as a result. Retail Banking
December 1, 2011 Customer Strategist Perspectives Social CRM Defined Using social CRM as a business practice to transform the customer experience requires understanding its role in customer-focused business strategy.
September 1, 2011 Customer Strategist How Smart Is Your Business? Taking a strategic approach to data, businesses can manage critical capabilities that make a direct impact on how they get, keep, and grow their customers.
September 1, 2011 Blog Customer Experience Management Strategy and Best Practices Profitable business performance is not a one-time activity. It is an ongoing evolution that requires rich, cross-channel customer intelligence.
September 1, 2011 Customer Strategist Rightsizing Bank Staff Leads to Customer-Centric Growth Financial services organizations that use analytics to inform their branch staffing decisions will improve both customer satisfaction and operational profitability. Financial Services and Insurance
September 1, 2011 Customer Strategist Customers Speak Volumes. Are You Listening? In today's increasingly social world, more and more customers are sharing their opinions directly and indirectly across multiple channels. These online behaviors provide a treasure trove of business insight.
September 1, 2011 Blog A Segmentation Framework That Works Using multidimensional segmentation, companies can better target their customers by developing and maintaining a detailed understanding of their behaviors, needs, and value.
September 1, 2011 Customer Strategist Creating a Data-Driven Loyalty Strategy Denihan Hospitality Group CMO John Moser’s analytical eye on the customer experience has helped Denihan Hospitality Group to improve customer loyalty, and will guide its plans to double its portfolio over the next five years. Travel and Hospitality
September 1, 2011 Customer Strategist The C-Level Executive’s Greatest Asset: Information With customer data and analytics tools more accessible than ever, C-level executives have the facts and figures at their fingertips that will enable them to make better choices for their company.
September 1, 2011 Customer Strategist Get Better Insight Faster The dynamic nature of today’s telecom customers requires an equally dynamic use of analytics to understand customers and make decisions. Communications
December 1, 2010 Customer Strategist When the Customer Is King, Customer Experience Rules Banco Santander’s intense focus on customer experience helps to increase retention, solidify customer loyalty, and build the bottom line. Financial Services and Insurance
October 1, 2010 Customer Strategist Poised for Transformation Telecommunications companies need to use their own technologies to dial up next-generation customer experience. Wealth Management
