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January 2020

Commercial excellence in B2B environments

How do best-in-class B2B players develop customer preference and maximize margins?

Saying that the world is undergoing a fast-paced transformation is not only stating the obvious, but also an understatement. Traditional business models and go-to-market strategies are challenged, and often even rendered obsolete, by rapidly evolving customer needs. In many cases, industry...
Marketing & sales
February 2018

Integrated Mobility Platforms

How to win the customer in tomorrow’s world of smart mobility

Global trends towards urbanization are confronting cities and governments with new sets of challenges related to public safety and security, the supply and consumption of energy, waste treatment, and traffic management. In 2013 alone, the cost of congestion in the US – defined as fuel plus...
Travel & transportation, Marketing & sales
January 2018

Breakthrough levers to embark on digital marketing

How companies should transform themselves to attract and engage customers with real, omnichannel journeys

At the dawn of internet, content publishers started generating revenues by advertising products and services of the real world on their websites. Today the advertising industry is a blend of digital and physical media, and companies need to stay on top of its fast evolution. Following the original...
Marketing & sales
November 2017

“E-lectric” customers

Understanding customers’ online engagement with their power and gas utilities: The case of Spain

”Utilities, brace for the online impact.”The shift to online channels has long since ceased to be a current topic among companies in retail and banking, for example. These companies have redefined the customer relationship model, not only in their industries, but in other sectors as well...
Marketing & sales
November 2014

Fit for Customer Interaction

How do automotive manufacturers with multi-level sales structures align their interaction center organizations with increasingly demanding customer...

The customer is moving more and more toward the focus of interaction, leading to more frequent and intensive customer dialogues in different channels. For companies selling their products in multi-level sales structures, this will require enormous alignment and coordination efforts in the future....
Automotive, Marketing & sales