Relationship-Centricity

Relationship-Centricity
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What will it take to develop a customer-centric culture?
Michael Ruckman is the founder and President of Senteo. He is also a senior advisor at Efma. He discusses the...
Leadership in the Digital Age
Mr. Ruckman gave insights into the changing role of leadership in modern companies, the changes in business models over the last few decades, focusing on what firms should do.
Real Loyalty Has No Expiration Date
In light of a global trend towards digitalization and online services, Tom Mouhsian explains why physical bank branches are far from an anachronism in a digital world. Explains Why Real Loyalty Has No Expiration Date
Digital Transformation: In this Global, Digital World We All Must Learn to Work Together!
PLUS magazine talked about many topics with Michael Ruckman, Founder and President of Senteo, a boutique consultancy with an impressive track record in business transformation.
Digital Transformation: In this Global, Digital World We All Must Learn to Work Together!
PLUS magazine talked about many topics with Michael Ruckman, Founder and President of Senteo, a boutique consultancy with an impressive track record in business transformation.
Exploring Culture and Transformation Opportunities
Development cycles, customer-centric business models, corporate culture and other topics discussed with the local press during a trip to Kyrgyzstan and a workshop with Bai Tushum Bank in Bishkek.
The Relationship-Centric Bank. Detailed breakdown
Why do customer relationships really matter? Michael Ruckman explains the fundamentals of healthy customer relationships and why they are important to businesses. The Relationship-Centric Bank
Michael Ruckman Talks about Customer-Centric Business Models
Michael Ruckman Talks about Customer-Centric Business Models
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
Open Innovations 2020
In this quick video, Michael Ruckman explains how Customer Journeys create value for customers, rather than simply moving them from one contact to the next.
Open Innovations 2020
Open Innovations 2020
Open Innovations 2020
In this quick video, Michael Ruckman explains how Customer Journeys create value for customers, rather than simply moving them from one contact to the next.
#1. Introduction to The Progression of Economic Value
#1. Introduction to The Progression of Economic Value
In July, we were asked to do a webinar for MBA students in the Stockholm School of Economics, and we decided to publish five parts of the webinar over the next couple of weeks. Enjoy the first module and look for more every couple of days.
#2. Understanding Experiential Innovation
#2. Understanding Experiential Innovation
If Product & Channel innovation is "What I get," then Experiential Innovation is "What it Means to Me." This is the difference between what is purchased, and the effect or value that it actually creates for the customer. Quite a simple concept, but it means so much in the transition from product-centric to customer-centric business models.
#3. Using data, social context & game theory to engage customers & influence behavior
#3. Using data, social context & game theory to engage customers & influence behavior
Customer Journeys are a great start, but what if we can influence behavior so that customers can reach their goals faster and more efficiently. Understanding a bit about human behavior and using tools to influence better behavior in customer journeys represents a new area of value creation - helping customers to be successful at realizing goals.