Customers →
- 17 Sep 2001
- Research & Ideas
Let Customers Call the Shots
Opt-in advertising, interactive TV, group buying clubs—these are all examples of cutting-edge intermediaries that are changing the rules for both marketers and consumers. HBS professor Luc Wathieu and research associate Michael Zoglio explain what they mean for you. Closed for comment; 0 Comments.
- 11 Jan 2000
- Research & Ideas
Calling All Managers: How to Build a Better Call Center
Once viewed simply as low-cost channels for resolving customer concerns, call centers are increasingly seen as powerful service delivery mechanisms and even as generators of revenue. Research by HBS Professor Frances X. Frei and her colleagues Ann Evenson and Patrick T. Harker of the Wharton School points toward new ways of making them work. Closed for comment; 0 Comments.
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Don’t Lose Money With Customers
Executives talk a good game about managing customer relationships. But then why do many companies persist in money-losing arrangements? Time to become proactive, says Harvard Business School professor Narakesari Narayandas. Closed for comment; 0 Comments.