Yet, we see few executive teams that treat customer understanding and intelligence as a strategic imperative.
FORBES: It's Time For Business Leaders To Embrace Customer Intelligence
As customer understanding deepens, enterprise organizations will evolve to offer more personalized services.
Raise your hand if you have heard one of the statements above from someone in leadership in response to a call for better customer understanding.
After I posted about Pinterest yesterday and how that tool is enabling new levels of customer understanding, I had a conversation with Erik Koto, CEO of QuestionPro, which offers an online survey tool that is used for customer satisfaction surveys.
Analytical services: By understanding customer behavior, Maritz helps its corporate customers to improve how their interact with consumers.
FORBES: Maritz Can Boost Your Profits By Making Customers, Employees More Loyal
Later at Iclif, from understanding customer needs to creating new products, to learning how to navigate in a complex Asian market, to dealing with disappointments and recovering from mistakes, to developing and implementing a growth strategy, this job has been one continuous process of learning and growing.
We relied on history and experience to back-up our understanding of customer preferences and expectations.
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Re-imagination involves understanding how customer interaction, marketing, selling, and business processes will change in a mobilized environment.
FORBES: By Capturing Mobile Data, IBM's Clients Serve Their Customers Better
Let me jump to what I believe will help anyone land a better job: Listening and understanding your customer.
GutCheck: A focus group can be a critical way to get an understanding of customer behavior and as a result, build better products.
This is value derived from an understanding of customer views of the people, culture and history of the product and the organization delivering it.
FORBES: Shifting The Imperative From Knowledge Management To Expertise Management
Understanding a customer's tastes or earning his trust can be vital.
Oracle is retraining most of its salesforce in e-business technology and business practices in the hope that, now that they no longer have to haggle over contract terms, they can spend more time understanding the customer and the technology.
Successful innovation comes from the intersection of unique technology (creating something magical) coupled with a deep understanding of the customer (imagining something magical).
Embracing a radical product idea becomes much easier when one has the conviction that comes from a deep, intuitive understanding of the customer.
To do so successfully we need an in-depth understanding of the customer that only comes from research and a partnership with your customer base.
FORBES: The Myth that Marketing Automation Reveals Buyers' Journeys.
This is your rollout of the new product offerings, business model updates, and process changes to map to the new understanding of the customer buying process.
And in so doing, uTest discovered that customers want a score and an understanding of how customer reviews explain how well or poorly the app is doing.
It is tempting to credit the standard retailing virtues of good execution and a deeper understanding of the customer for this success, but the truth is far more enlightening.
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What if a true understanding of the customer could be based on hard data instead of a blend of research, piecemeal data points, qualitative measures, and a little bit of instinct?
However, I still think getting people to contribute, build and evolve this information falls into the hands of the people in the client-facing roles, and how they can collaboratively evolve the understanding of the customer from the internal perspective.
FORBES: Building Social Collaboration Into CRM With Customers And Within The Organization
When used properly big data analysis leads to a deeper understanding of both the customer and the business processes used to serve them.
The way products are designed, manufactured, packaged, and supported needs to be guided by a passionate, fanatic commitment to understanding and delighting the customer.
Perhaps understanding that the wireless customer base at large can be both fickle and impatient, the nation's fourth-largest carrier is wasting no time getting its 3G equipment set up -- the rollout begins, like, now (they claim half of NYC's hardware is already in place) and will continue through the next several years, with compatible handsets and peripherals hitting retail sometime in mid 2007.
Customer Service and Support has the same understanding but for post-purchase.
Margolis is using his high-tech background, his communications and sales skills, his understanding of the passionate watch customer, and his newly acquired Swiss watch industry experience, to create ways to appeal to watch lovers in the modern world.
FORBES: Michael Margolis: From Watch Lover to Brand Leader at Girard-Perregaux
They absorb the loss on the initial transaction with the understanding that future revenues from the customer will generate greater profits.
By understanding the hassle map of the customer, they could see the difference between what customers bought, and what they really wanted.
How much time was devoted to understanding customers better or to leveraging that customer knowledge in new ways to drive business success?
FORBES: It's Time For Business Leaders To Embrace Customer Intelligence
The whole idea of implementing a marketing automation technology like Eloqua or Marketo is to be able to track the customer as they interact through any channel, to create a central brain that indicates at which stage of the buying process a customer may be at, and then to use that understanding to send just the right message.
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