June 27th marked a key moment in enterprise software history: Oracle and salesforce.com revealed a new partnership. What does this mean for customers? Here are five benefits, taken from the call with ...

For companies willing to reimagine the traditional transactional nature of their B2B relationships, a loyalty program represents an important growth opportunity. But in this regard, B2B customers can ...

Voice of the customer (VoC), a term coined by Abbie Griffin and John R. Hauser in a 1993 MIT paper, is a statement of your customers’ experiences, feelings and expectations regarding your brand. To ...

You have to take action to make customer feedback meaningful, and it starts with closed-loop follow-up. As practitioners, we are getting much better at making customer feedback operational. But as we ...

Let’s think through a hypothetical purchase journey. An individual is in the market for an air purifier, and she starts off by searching for [best air purifiers] in Google. Your ad shows up in results ...

Oscar stands out for its strong app, but plans are expensive and the company has a high number of customer complaints. Oscar is a company that offers some notable member benefits, and it operates in ...