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