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Customer Journeys – Creating Value For Customers
Most Customer Journeys are mere product or user journeys designed “move” customers through a series of contacts.
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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.
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
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…
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…
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