Customer Relationship

Too many companies still think of social media as a marketing communication tool and ignore the fact that it is now the preferred method for many customers to make complaints A.T. Kearney’s Annua[...]

There is no doubt there are plenty of companies that don’t get social media right. But as an example of a company/brand that most assuredly “gets it” when it comes to social media, is KLM, Ro[...]

Germany's biggest drugstore chain (high-street chemist) - Schlecker - has filed for bankruptcy. A company with seven thousand shops and thirty thousand employees. What went wrong? Had the competiti[...]

Is harvesting new products and services ideas from customers going to be the norm in the future? A study from The Economist Intelligence Unit shows that many senior executives expect customers to [...]