Customer Success in the Age of Data – Partnering with Customers for Mutual Success Customer Success (CS) is a new concept helping companies find ways to retain customers and maximize revenues in a business environment characterized by big data, changing modes of consumption and new business models. The latest white paper produced by the CSL, along …
What does betting on the ponies have to do with marketing? Back in the late 1970s, Professor of Marketing Ruth Bolton and her husband, Professor Randall Chapman, saw an opportunity to try out a new tool to explore one of the foundational questions in marketing: how do people make decisions about brands? Chapman had studied …
Many executives get excited about the huge potential the new digital world offers to their organizations. Yet despite the billions of profits assumed to be accessible through digitalization, only a fraction of this new wealth is realized. Our project, fashionably entitled “From Big Data to Big Business”, reveals the challenges executives face on their journal …
This webinar was recorded as part of the series by the CSL Community of Practice on Monetizing Data and Analytics. Any profitable digitization strategy starts with a business model. Business Model Framework Why going digital? What is the business objective? (Objective) Who are the customers? What are their jobs-to-be-done? (Customers) What is the company offering? (Value proposition) …
WEBINAR WITH WARREN WELLER, VIXXO CHIEF SALES AND MARKETING OFFICER This webinar was hosted by the Center for Services Leadership Community of Practice on Monetizing Data and Analytics. About Vixxo: Vixxo is a leading technology-enabled asset management and business insight company providing integrated facility management solutions and services that unite asset and facility management. Through deep …
Interview with Professor Peter C. Verhoef, a co-author of the new book Creating Value with Big Data Analytics: Making Smart Marketing Decisions. Podcast Transcript This podcast was brought to you by the Center for Services Leadership, a ground-breaking research center in the W. P. Carey School of Business at Arizona State University. The Center for Services …
The INSIGHT Group / CSL CTS Symposium Survey Panel By Ed Petrozelli By all accounts, the use of big data and analytics is exploding. Ironically, relatively little hard analysis has been done to assess exactly how it is being applied, and to what effect – especially as it relates to services. So, as has been …
By Phil Klaus CX blogs, consultants, programs, workshops, conferences, indexes, frameworks, awards, summits, metrics, NPS – CX is everywhere and widely considered the next competitive battleground. Managers, consultants, scholars, and even politicians seem to agree that the age of the customer has finally arrived and we are better going to be ready for it. The new …
