Relationship Management

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Relationship Management Corporate Culture Customer Experience Leadership Loyalty Relationship Management Design Innovation Game Theory Evolution of Business Models Relationship-Centricity Customer-Centricity General Business Transformation

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How Employees Influence Customer Experience

In this interview, Michael Ruckman discusses how employees can influence customer experience, how transitions from customer-centric to relationship-centric models happen in businesses, and the importance of leadership.

Experiential Innovation. Full Version

A clip from Michael Ruckman’s is presentation about disruptive technologies, relationships with clients and offering at the Product Sense conference in Minsk, featuring a more detailed explaination of experiential innovation.

Experiential Innovation. Short Version

A clip from Michael Ruckman’s is presentation about disruptive technologies, relationships with clients and offering at the Product Sense conference in Minsk where Michael explains experiential innovation.

What do Customers Really Want?

Can customers really tell you what they want? Only 2.5% can, and their comments are usually lost amongst all others who can’t, which is why it’s important to help them decide.

What do Customers Really Want?

Can customers really tell you what they want? Only 2.5% can, and their comments are usually lost amongst all others who can’t, which is why it’s important to help them decide.

New Opportunities for Businesses: Experiences & Transformation

Would you pay more for your health club membership if they guaranteed results? Turns out helping people to achieve their goals is a great source of competitive advantage.

How to Measure CX Effectiveness. Feedback Loops & Relationship Strength Score

Is it possible to identify market niches from customer feedback? Michael briefly explains different approaches to customer feedback and shows how there is “no one indicator” that answers all questions.

How to Choose KPIs for Employees to Be More Customer-Centric?

What KPIs will keep employees focused both on sales AND on the quality of customer relationships? Michael explains a how performance measurement and motivation programs must evolve in customer-centric business models.

Is It Possible to Become a Client-Centric Business Right Away?

In this short video, Michael Ruckman explains why each stage of business evolution must build on the skills and competencies developed at the previous level.

Is It Possible to Become a Client-Centric Business Right Away?

In this short video, Michael Ruckman explains why each stage of business evolution must build on the skills and competencies developed at the previous level.

What is the Difference between Ecosystem & Marketplace?

The interview with Michael Ruckman from the Customer Experience Forum. Michael talks about trends in business, changing business models, and the difference between marketplaces and ecosystems.

How Business Models in Russia are Changing

In this interview, Michael Ruckman discusses some of the major changes to business models in Russia, including the importance of subscriptions as a relationship-based business model.

What is Relationship-Centricity?

This short video explains what relationship-centricity is and how it is different from customer-centricity.