MIT Sloan Management Review Article on Leading a Customer Centric Culture

  • 56m
  • MIT Sloan Management Review
  • MIT Sloan Management Review
  • 2018

How do you best serve your customer base? What kinds of corporate culture should you encourage to sustain a long-term clientele?

In this collection of articles, you’ll learn the answers to these questions and more. Learn:

  • a newly emerging supply chain model and how to use it
  • how to retain customers after attracting them
  • the best ways to navigate the hurdles data collection presented by the EU's GDPR (General Data Protection Regulation)
  • how analytics can be used to improve security processes for customers
  • how to utilize customer narratives to augment your digital marketing strategy
  • a better way to calculate customer lifetime value (CLV)
  • how to navigate the disparity between what customers expect from self-service options and what they actually provide
  • five areas to focus on in order to improve customer service overall
  • the benefits of sustained customer loyalty

Learn more about MIT SMR.

In this Book

  • Introduction
  • Supply Chains Built for Speed and Customization
  • Which Features Increase Customer Retention?
  • The Coming Consumer Data Wars
  • Improving Customer Service and Security With Data Analytics
  • The Power of Consumer Stories in Digital Marketing
  • How Should You Calculate Customer Lifetime Value?
  • How Customers View Self-Service Technologies
  • What Unhappy Customers Want
  • How to Drive Customer Satisfaction