Bill Lee: The Things Customers Can Do Better Than You

The Things Customers Can Do Better Than You Many firms assume that customers can do just one thing of real significance: buy their products and services. It’s time to seriously challenge that assumption, as many companies are doing by looking to customers to fuel their growth engines. Facebook, for example, has close to 1 billion […]

David Johnson: Why Relationships Matter and ROI Doesn’t

Don’t be turned off by the title of this post. There are some interesting points here on the importance of customer relations for sales and the difficulties of quantifying these relations in terms of ROI. Why Relationships Matter and ROI Doesn’t We live in a society that puts the dollar above the customer. That is, […]