Currently viewing the tag: "customer relationship management"

professor peter fader on customer centricity

by denise lee yohn on March 20, 2012 · 2 Comments · in brand equity, business, marketing

Get ready for interview guest to challenge everything you thought you knew about customer centricity!  Peter Fader is the Frances and Pei-Yuan Chia Professor of Marketing at the Wharton School of the University of Pennsylvania, and the author of the book, Customer Centricity. Peter works with firms from a wide range of industries, such as consumer [...]

the sales associate of tomorrow

by denise lee yohn on March 12, 2012 · 1 Comments · in business, leadership, retail, sales

The folks at Deloitte recently released, The Next Evolution: Store 3.0,  a report on the readiness of retailers for the store of tomorrow.  Although the report offers a somewhat limited and biased perspective since it is based on a survey of only 39 current retail executives, it raises some important questions about the requirements of [...]

a brand loyalty 180

by denise lee yohn on November 11, 2009 · 0 Comments · in podcast only

brand value creation — internal business process

by denise lee yohn on June 18, 2009 · 4 Comments · in brand delivery, brand value, brand value creation, business, marketing

The series on brand value creation continues today with a look at how brands create value for companies in their Internal Business Processes.   Although a brand’s ability to create value from the Financial and Customer perspectives is probably the most important, its impact on Internal Business Processes is the most fundamental.