David Mangen

Go Far Outside to Keep Customers In (And Maybe Bring a Few Back)

Rightfully so, most discussions of Outside-In customer process focus almost exclusively on existing customers. What are the strategies and processes that can be used to increase customer retention and grow share of wallet? These are of course crucial business issues, especially to...

The Voice of the Customer Is a Critical Feedback Loop

If you want to manage your customer relationships, you need to understand their perspective. Voice of the Customer (VOC) research provides a structured means of doing so that can be used wherever you have significant contact with your customers. If you are interested in...

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