Innovation Strategy
Collaborating With Customer Communities: Lessons From the Lego Group
For the Lego Group, a close bond with user communities is not a pipe dream but a reality.
Customer Engagement
Latest
Innovation Strategy
Five Steps for Embracing Consumer Innovation
Companies can work with consumer innovators, or “casual entrepreneurs,” by understanding their lead users.
Innovation Strategy
The User Innovation Revolution
According to von Hippel, users are often the first source of new products.
Customers
Putting the ‘Relationship’ Back Into CRM
There are three important ways in which customer relationship management (CRM) practices often fail.
Customers
When Unhappy Customers Strike Back on the Internet
Companies need to understand and manage the rising threat of online public complaining.
Business Models
Bringing Open Innovation to Services
Companies should organize their service innovation processes to be more open to external ideas.
Customers
Customer Education Increases Trust
Service companies shouldn’t worry about teaching their customers too much.
Executing Strategy
Collaborating With the Right Partners
R&D alliances with suppliers or universities are more likely to be fruitful.
Executing Strategy
Creating Value Together
In buyer-supplier relationships in which companies depend on one another, performance may improve.
Customers
How to Prevent Your Customers From Failing
As companies use self-service technologies, responsibility for service quality shifts to customers.
