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Many communications, entertainment and high-tech companies have lost sight of what their customers want today and what they are looking for in the immediate future. They are tied to obsolete views of customer behavior and are only now glimpsing the next generation customer to whom the Internet has granted unprecedented power and choice. Coupled with a new framework that recategorizes providers' links to their customers, analytical methods demonstrate the value of using a continuous loop of fact-based insights that help achieve high performance.
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