Category: Customer Relationships

How the digital marketplace is redefining customer relationships

Posted by MIT Sloan Executive Education - 1 year and 17 days ago

Many people today buy their household telecommunications services—house landlines, Internet access, and digital TV—in bundles. Yet go to the average telecommunications services provider’s website and you have to select which product you are inquiring about or need fixed. From an organization’s perspective, this makes complete sense. There’s a division for phone service, a division for Internet service, and a division for television. Specialists and technicians exist in each department to help you with whatever you need. But you get one bill each month, so why can’t the company recognize you as one customer with multiple products, instead of three separate customers?

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Three ways to use privacy policies to build stronger customer relationships

Posted by MIT Sloan Executive Education - 1 year and 4 months and 7 days ago

In the quest for progress, companies continue to explore how technology can interpret consumer data to improve our quality of life. For example, Google continues to push boundaries with its latest invention, Google Glass, designed to display information in a smartphone-like hands-free format and interact with the Internet via natural language voice commands (see video below). But with this new breakthrough comes increased concerns. 

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