Harvard Business Review

NOVEMBER 13, 2015

New technology promises to allow retailers to beat online players at their own game, transforming the customer experience and dramatically improving their positioning. One of the most exciting areas of development is the marrying of mobile apps, location sensing technologies (e.g.,

Retail 8

Retail Customer Intimacy Loyalty Real Estate 8

Harvard Business Review

JULY 3, 2015

Today, however, by exploiting new digital technologies, firms like Apple, Lending Club, and AirBnB have made customer co-creation of value central to their business models and in doing so now rank among the world’s most innovative and valuable firms. It starts by understanding customers’ affinity with the brands.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

APRIL 18, 2013

The biggest changes, not surprisingly, are in the marketing function, itself — the source of these new, more detailed customer insights. Helping customers includes offering information to make their buying process easier, as, for instance, Netflix and Amazon do with their product recommendations.

Customer Intimacy 8

Customer Intimacy Supply Chain Market Segmentation Human Resources 8