Table of contents
The new consumer emerges
Katherine Kress, Nancy Ozawa, Gregory SchmidNew consumers have emerged in North America. These consumers have higher expectations and are more demanding than yesterday’s consumers. Businesses must meet these requirements if…
Measuring customer capital
Jan DuffyMeasuring customer capital – customers’ contribution to current and future revenues – is fundamental to assessing how successful an organization is in turning customer…
Buying and selling in a digital world
Randy HarrisThe emergence of the digital marketplace has changed everything about how products are bought and sold. Over the past decade, US corporations have spent billions of dollars…
Where has all the service gone?
Horst SchulzeThe decline in real customer service parallels corporate USA’s fascination with customer care management – elaborate technologies and processes that spin the wheels of service…
Understanding strategy
Warnock DaviesIn order to provide executives with a better understanding of the nature and purpose of strategy, the author defines and discusses strategy‐related terms, concepts, and principles…
ISSN:
1087-8572Renamed from:
Planning ReviewOnline date, start – end:
1996Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridMerged from:
The AntidoteEditor:
- Mr Robert Randall