The ability to capture customer needs and to tailor the provided solutions accordingly, also defined as customer intimacy, has become a significant success factor in the B2B space - in particular for increasingly "servitizing" businesses. This book elaborates on the solution CI Analytics to assess and monitor the impact of customer intimacy strategies by leveraging business analytics and social network analysis technology. This solution thereby effectively complements existing CRM solutions.

In the past, services had a strong local and national focus. Professional services were very likely to be independently and autonomously organized from country to country in order to cater to local needs and local legal requirements. This has since changed radically, and highly integrated business and delivery models around the globe have become the status quo in clients’ businesses and strategies. Serving clients on a global level requires professional services firms to adopt a structural change from local to distributed global sales and delivery. This book brings together many years of experience, current perspectives and future ideas of international business practitioners, academics, and market researchers. Along those lines it is structured into four parts. Part I “Winning Strategies and Innovative Ideas” lays the book’s foundation: it discusses core strategies behind the globalization movement and introduces the major paradigms and ideas. Part II “Successful Processes for Realization” provides solutions for how to establish successful processes for delivering global professional services. Part III “Inspired Talent Management” goes to the core of the professional services industry: attracting, developing, and keeping the right talent in the right locations. Finally, Part IV offers “Experiences and Case Studies” on all aspects related to successfully building a globalized professional services firm. In short, this handbook provides professional services firms and their clients alike with a sound foundation for responding strategically to fundamental global changes and turning them into business advantages. It offers a comprehensive perspective of why and how to successfully globalize a professional services firm.

This design for future-ready human resources is a futurist guide to the challenges and changes lying ahead in the world of work and offers a way forward. The world of work is evolving at an exponential rate, and significant shifts are expected. COVID-19 was a warm-up lap and an accelerator of changes, but many still lie ahead. Those changes are rarely addressed in current general HR thinking. At the same time, the growing complexity is making employees and employers alike anxious about the future of work. This is an academic-grade book backed up by evidence-based trends and signals and offers pragmatic upskilling pathways. It is priceless in such an environment for forward-looking scholars and present-oriented, pragmatic industry captains and HR leaders compelled to find answers for their inevitably obsolescing, inorganically morphing workforce. The book was written by the former Director of HEC Lausanne’s Executive MBA and founder of Executive Education of HEC Lausanne, with 12 years’ experience in leading and designing educational programs, together with a NATO- and U.S.-awarded futurist with experience in academic teaching and executives training. This volume offers metaphors to help convey the messages, a clear structure to plan for the decade to come, and several guidelines to follow.

Today's customers are the most demanding in history. They want more, better, faster, and cheaper. Customer Intimacy is brimming with case histories of companies, both large and small, that have discovered the secrets of establishing and maintaining close customer relationships--and have reaped the profits to prove it.

Chapter 1: Understanding Customer Relationships [Introduction] Jammy: Hi Canny! I'm delighted to discuss customer relationships with you today. It's a fascinating topic, and I'm sure you'll find valuable insights that will satisfy your thirst for knowledge. Canny: Thank you, Jammy! I'm excited to learn more about this subject. So, where should we start? [Exploring Customer Relationships] Jammy: Let's begin by understanding what customer relationships are. In simple terms, it's the connection a company has with its customers. It's about building trust, understanding their needs, and delivering value consistently. Canny: Ah, I see. So, is it more than just selling products or services? Jammy: Exactly! It's about creating a positive experience for customers throughout their journey with the company. From the moment they discover the brand to becoming loyal advocates, every interaction matters. [The Importance of Listening] Canny: How do companies understand their customers better? Jammy: Great question, Canny! Listening is crucial. Companies collect feedback through surveys, reviews, and social media. They also pay attention to customer behavior and preferences to adapt their strategies accordingly. [Personalization] Canny: Is personalization a significant aspect of customer relationships? Jammy: Absolutely! Personalization involves tailoring experiences to individual customers. By understanding their preferences, companies can deliver targeted offers and messages, making customers feel valued. [Cultivating Trust] Canny: Trust seems vital in any relationship. How does it apply here? Jammy: You're right! Trust is the foundation of a strong customer relationship. It's earned by fulfilling promises, being transparent, and handling any issues promptly and fairly. [Long-term Focus] Canny: Is customer relationship a short-term endeavor? Jammy: Not at all. Companies should focus on building long-term relationships. Loyal customers are more likely to recommend the brand to others, leading to organic growth. [Communication is Key] Canny: How do companies maintain a good relationship with customers? Jammy: Communication is key. Companies engage with customers through various channels like emails, social media, and support services. It's essential to be responsive and helpful. [Key Takeaways] Customer relationships go beyond transactions; they involve building trust and delivering value consistently. Listening to customers' feedback and preferences helps companies better understand their needs. Personalization enhances the customer experience by tailoring offers and messages. Cultivating trust is crucial for long-lasting relationships with customers. Effective communication and responsiveness play a vital role in maintaining strong customer relationships. [Conclusion] Jammy: That was an insightful conversation, Canny! Understanding customer relationships is fundamental for any business's success. It's about creating genuine connections and ensuring customers feel valued and heard. Canny: Thank you, Jammy! I've learned a lot, and I'm eager to explore more about customer relationships.

A new data-driven approach to building customer relationships that fuel sustainable business growth Igniting Customer Connections explores how organizations of all sizes can build powerful and profitable customer relationships in a today's increasingly complex, fast-paced, and fragmented marketplace. Written by the president of one of the world's largest marketing firms, the book provides expert insights about connecting with customers effectively across all channels and over time. The central premise is a refreshingly different, evidence-based approach called Return On Experience and Engagement, or ROE2, which delivers a new way to inspire and measure customer connections—and improve business results. The traditional marketing campaign—a battle for attention with a clear launch date and endpoint—no longer works. Marketing is faster and more complex than ever, and consumers now have the power to turn off the message. Igniting Customer Connections explores the benefits of a new approach that enables companies to connect with customers, rather than just talk at them. Topics include: Why classic ROI is losing relevance as a way to measure results—and to budget marketing spend How to make powerful connections by taking full advantage of "atomic moments of truth" Amplifying the impact of customer experience and engagement Creating a continuous, measurable, repeatable process for growth The key to winning customers and building long-term business is creating positive customer experiences that inspire ongoing engagement—from Facebook "likes" to purchase decisions. Based on data and stories drawn from dozens of top brands and thousands of consumers, Igniting Customer Connections helps marketers create long-term brand equity and sustainable business growth.