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Customer-Centricity in B2B Businesses
Customer-Centricity in B2B Businesses – Excerpts from a recent interview done for a large manufacturing company. Michael Ruckman discusses how B2B business must change to become customer-centric and how CJM and Segmentation can be applied in a B2B setting.
Customer Experience Leadership & Corporate Culture Relationship Management & Loyalty Transformation & Change
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Do businesses lack the intelligence to effectively manage customer relationships? This article explores the various forms of intelligence that businesses must develop in order to better serve this goal.
Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.
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…
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
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In a recent episode of the Escaping the Drift podcast, host John Gafford sat down with Michael Ruckman, founder and CEO of Centeo, to explore how artificial intelligence is reshaping business—and why organizational transformation must keep pace.
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