Customer Strategy & Marketing Publications

  • Protect and grow customer loyalty

    March 17, 2009 | Customer Loyalty, Consumer Products | Harvard Business Review

    Economic downturns wreak havoc with customer relationships. Deep cost-cutting compromises service. Layoffs and pay freezes leave front-line employees demoralized.

  • Auto survey: Improving after-sales service helps retain customers

    February 03, 2009 | Customer Loyalty, Industrial Machinery | Shanghai Daily

    Auto makers in China are wondering where their next buyer will come from as passenger car sales fell 8 percent in December, the fourth drop in five months. That's not all the bad news: passenger car sales for the full year witnessed the slowest growth in nearly a decade at 7.

  • Turbo-charge your sales

    February 02, 2009 | Customer Strategy & Marketing | CEO Forum

    When business conditions turn harsh, companies need every dollar of revenue they can find. But is there any way to rev up sales without giving away the store? One powerful method of boosting both revenue and margins is to raise the productivity of your salesforce.

  • Stop wasting money on satisfaction research!

    January 26, 2009 | Customer Loyalty | Rabobank corporate magazine

    For institutions, as with individuals, bad habits are hard to break. Among companies, one of the most stubborn bad habits is their reliance on satisfaction surveys to try to probe what is on their customers' minds.

  • Service even more important as sales fall

    December 21, 2008 | Industrial Machinery | South China Morning Post

    Passenger car sales on the mainland fell more than 10 per cent last month from a year ago as the economy slowed and consumers became increasingly tight-fisted.

  • Retaining car buyers: service with a smile

    December 11, 2008 | Industrial Machinery | The Economic Times

    With the latest numbers showing Indian car sales falling close to 7 percent in October, the third drop in four months, auto makers are wondering how to attract new buyers.

  • Turbocharge sales

    December 09, 2008 | Customer Strategy & Marketing | Harvard Business Review

    When companies are hit with declining sales and shrinking margins, the options can start to look bleak. Attacking one challenge—by raising or lowering prices, for example—can make the other worse.

  • The paradox of adjacency expansion

    August 07, 2008 | Marketing & Brand Strategy | The Economic Times

    NOKIA'S ASCENDANCY to leadership in the Indian market has been swift and systematic, with the result that millions of people in thousands of towns and villages today use its mobile phones in India- the world's fastest growing market for wireless handsets.

  • Leading with loyalty

    May 30, 2008 | Customer Loyalty | Strategy & Leadership

    Ask any senior manager to name his or her most urgent business priority and the most likely answer is, ''consistent revenue and profit growth.'' Yet, just one company in 10 actually achieves this goal.

  • By invitation, the new growth challenge for Thailand's banks

    September 17, 2007 | Customer Strategy & Marketing | Bangkok Post

    In Thailand's increasingly competitive banking market, local banks are aggressively finding ways to differentiate themselves. But as they manoeuvre to capitalise on new opportunities, they would do well to absorb the finding of a recent survey by Bain & Company.