Tension: Companies have more customer data than ever, yet struggle to balance immediate revenue needs against long-term ...

When it comes to growing your business, customers are key. While you should definitely create valuable products that your customers will love, you need to take things a step further when it’s time to ...

A few years ago, I used to believe that flashy ads and crazy discounts were the magic pills to grow a business. And to some extent, they worked. People clicked, bought and left. But the ROI didn’t ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Collin Cohen It isn’t ...

As someone who has conversations with businesses about digital transformation every day, I hear one question come up more than any other: Where do we start? It’s a deceptively difficult question to ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed into ...

I always say that it’s better to have 100 clients who love you than 1,000 who feel indifferent about you. As the CEO of a C-level ed-tech company, I’ve worked with thousands of companies and developed ...

Nearly 70% of consumers will pay more for brands that they love. That is the epitome of successful relationship marketing. It involves getting to know customers by truly understanding who they ...

The last few years have brought disruption after disruption to bear on the ways companies and customers interact. Arguably, the company-to-customer connection has been more disrupted than supply ...

Driving trust. Building customer relationships starts with establishing trust through personalized, consistent value at every touchpoint. Long-term loyalty. Authentic connections at every stage of the ...

Your current research focuses on subscription businesses and the importance of customer capital. What is that, and why is it important for the economy? We often think of firm value as coming from ...