Complexity is growing in almost every dimension of customer relationship management. More channels, touch points, and offerings will easily lead to confusion. As most organisations aim for growth they get to complex and difficult to understand. So one of the main challenges is to keep things simple while complexity is […]
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Business model generation is gaining more and more importance. Most frameworks put the customer respectivly the value proposition in the center. But most models reduce creative thinking instead of supporting it. Designing multi-sided market business models or even business models visualizing the dependency of contributions of other companies offerings is […]
Customer loyalty will be also on the agenda in 2014. To improve profitability in many industries customer loyalty should be in the focus of the management. But what can you expect from your customer loyalty initiatves. Zendesk has put together some number in a nice illustration to uncover some insights. […]
