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Rescooped by Ricard Lloria from Services Leadership Digest
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Too Many Executives Are Missing the Most Important Part of #CRM

Too Many Executives Are Missing the Most Important Part of #CRM | Business Improvement and Social media | Scoop.it
From hbr.org - August 25, 2016 2:36 AM
Sales numbers are only part of the equation.

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CSL's curator insight, August 24, 2016 6:07 PM

Are you missing the most important part of CRM?
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Rescooped by Ricard Lloria from Services Leadership Digest
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Why customer analytics matter | McKinsey & Company

Why customer analytics matter | McKinsey & Company | Business Improvement and Social media | Scoop.it
From www.mckinsey.com - June 5, 2016 4:04 AM
Although survey respondents say the value of customer analytics is declining, our findings show these analytics clearly drive value. Focusing on three factors can help companies reap the benefits.

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Raise the Bar on Customer Experience with Maturity Models

Raise the Bar on Customer Experience with Maturity Models | Business Improvement and Social media | Scoop.it
From www.cmswire.com - July 17, 2016 5:57 AM
Gone are the days when a brand could get away with a mobile experience that's a miniaturized version of the desktop website. Gone too are the days when it was acceptable to forget a logged in customer
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