...Liam Fahey; V.K. Narayanan Purpose The paper aims to examine how to devise ways to capture data in and around the marketplace that generates indicators of emerging and potential marketplace change which could lead to breakthrough customer offerings and how to do so long before...

...Robert Heffernan; Steve LaValle Purpose Describes how companies can make managing the emotional expectations of customers the frontier of the customer‐focused enterprise. Design/methodology/approach Customer experiences have emotional characteristics that companies historically...

...Jan Duffy Measuring customer capital – customers’ contribution to current and future revenues – is fundamental to assessing how successful an organization is in turning customer relationships into sustainable competitive advantage. The new business environment requires that companies shift from...

... to that brand. To maximize the customer‐brand relationship, a company must understand how customers think, act, perceive, and make purchase decisions. This holistic analysis is called “crafting a customer model.” This article offers the steps for creating such a model. 1. (1) How do customers choose one...

... of these communities: the incremental value a community generates, how to determine community membership, and the importance of converting visiting members to using members. © MCB UP Limited 2000 Return on investment Customers Employees Job satisfaction As with any business initiative, the success...