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The new customer centricity

Every business claims it's customer centric. At least that's the discourse, reality being very different. Between those thinking they know their clients while their client think they don't and those that collect data without using it, the scope is wide. Being customer centric means knowing and understanding the client Being customer centric means a lot different things, depending on the person taking the line. It ranges from "delight the client" to " plague them until they buy". Too often the word is led astray and obsession with the customer becomes obsession...

The new customer centricity

Every business claims it's customer centric. At least that's the discourse, reality being very different. Between those thinking they know their clients while their...

With every business becoming a marketing businesse, what happens to the product ?

Today, due to increasing customer expectations and what technology makes possible, business must reinvent their marketing. This is essential for two reasons • Attractiveness :...

One Microsoft : why they may get things really right

Unless you've spent your summer on Mars, you must have heard of the reorganization announced by Microsoft. "One strategy, One Microsoft" : that's how...

What should we think of a business that disdains its products ?

Summary : when one invests in a company, valuing it, it's normal to have a close look at the customers and the way currents...

Community management is about business, not claptrap

I recently bumped into a post putting community managers on their guards : if they can't demonstrate / deliver any ROI they may face...

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