Profitable businesses sometimes go under because they don't remain competitive or advance with the times. For these reasons, profit strategies are only one of a wide variety of goals businesses pursue ...

As financial service organizations ponder their channel strategies, they must make sure that they are not losing sight of their main objective: customer profitability. With each new channel deployed ...

Identify key strategic customer-centric opportunities and challenges. (See Part 1 by Michael Lowenstein.) Focus staff innovation and creativity to develop solutions for these challenges. (See Part 2 ...

Profits are derived from customers via sales and distribution channels. But few organizations validly report profit and loss statements for each customer. What explains this? First, let’s step back to ...

As much as marketing has advanced its scientific approach to measuring and managing effectiveness, it is still much like a cross-country truck route that runs on a combination of superhighways and ...

Everyone’s talking about customer engagement — but why is it so important, and what does it really mean? How does customer engagement look in action, when you’re a business trying to connect with your ...