Customers
Putting Customer Experience at the Center of Digital Transformation
Digital growth often comes at the expense of customer experience, but a new approach offers a win-win.
Marketing
Latest
Customers
Why Customer Experience Is Key for Loyalty Programs
Improving customer experience offers more long-term benefits than “earn-and-burn” loyalty programs.
Business Models
Why Companies Need a New Playbook to Succeed in the Digital Age
Companies need to think about how they can become a customer destination.
Analytics & Business Intelligence
Leading With Next-Generation Key Performance Indicators
MIT Sloan Management Review’s first annual cross-industry survey of senior executives in collaboration with Google offers insight into organizations’ use of key performance indicators in the digital era.
Analytics & Business Intelligence
Measure Your KPI Alignment
Are you on the path toward strong KPI alignment? Take this self-assessment to uncover challenges and opportunities based on your score.
Global Strategy
Lessons From China’s Digital Battleground
This online exclusive article discusses why the dramatic rise of China’s digital leaders has put the squeeze on Western internet giants.
Analytics & Business Intelligence
Master the Challenges of Multichannel Pricing
Retailers have new challenges in getting customers to accept different prices on different channels.
Marketing Strategy
Interactive Infographic: Customer-Focused KPIs Fuel the Future of Business
What sets leading companies apart is not so much the number of metrics they track but how they use them to better engage customers — and thereby grow their businesses.
Managing Your Career
Managing the Distraction-Focus Paradox
Professional success in today’s hyper-connected workplace demands “distracted focus.”
Digital Marketing
Your Customers May Be the Weakest Link in Your Data Privacy Defenses
Apps that encourage users to share contact information expose companies to a huge security liability.
AI & Machine Learning
Rethink AI Objectives
Using AI to create humanlike computers is a shortsighted goal.
Marketing Strategy
Beyond the Speed-Price Trade-Off
Advances in inventory and sales analytics make it possible to deliver products both cheaply and quickly.
Customers
Customer Relationships Evolve — So Must Your CRM Strategy
Customers relationships evolve. Understanding how is the key to tailoring your CRM strategy.
Organizational Transformation
How Social Media Influences Communication on College Campuses
One university president doesn’t feel colleges adequately prepare students to join the workforce in today’s digital era but cites one way his institution is helping its student body.
Digital Marketing
The Right Way to Market to Millennials
To reach millennials, companies are turning to social media micro-influencers as brand ambassadors.
Digital Marketing
Pass the Word: Peer Influence Has Big Impact on Online Market Dynamics
A study of cryptocurrency markets dissects the role of peer influence in online purchasing decisions.
Analytics & Business Intelligence
From Winning Games to Winning Customers: How Data Is Changing the Business Side of Sports
Sports analytics leaders are now using data to understand fans as well as they know their players.
Corporate Social Responsibility
With Great Platforms Comes Great Responsibility
How do we prevent bad actors from using social media platforms to manipulate the public?
Marketing Strategy
Finding Applications for Technologies Beyond the Core Business
Many companies overlook the potential of new applications for products they have sold for years.
Business Models
The Store Is Dead — Long Live the Store
Legacy offline stores and online retailers are each finding their way to a new kind of shopping experience: the showroom.