Customers
How to Prevent Your Customers From Failing
As companies use self-service technologies, responsibility for service quality shifts to customers.
Customer Engagement
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Customers
The Risks of Customer Intimacy
Too much familiarity with customers can backfire, but engaging in multisided conversations can manage the risks.
Marketing Strategy
Diversifying Your Customer Portfolio
RESEARCH BRIEF: A dynamic array of different customer types makes for a stronger business model.
Innovation Strategy
Innovation by User Communities: Learning From Open-Source Software
User innovation communities present a great advantage over manufacturer-centered development systems.
Customers
Recovering and Learning from Service Failure
Is your company doing its best to address customer complaints and learn from mistakes?
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