One of the greatest concerns of CRM managers is customer churn. In the CRM space, involuntary churn is not of much consequence. It is very rare that a service provider in the CRM space would voluntarily cut off a customer. But voluntary churn is giving relationship managers sleepless nights. Customer churn is a common way [...]

Successful organizations need to deliver experience, execution, and equity to continue evolving strategies and capabilities. ExperienceAs products become indistinguishable and markets and geographies converge, it will be the experience that differentiates and drives retention and loyalty among customers. Consider this example: an entrepreneurial manufacturer who is bringing garage-shop motorcycle design to the mainstream market. In [...]