Forrester believes that the only source of competitive advantage in the next decade will be customer obsession. A customer-obsessed company focuses its strategy, energy, and budget on processes that ...

Retailers of any size that fail to understand competition has fundamentally changed—from decades of product-driven practices to a true customer focus driven by share-of-wallet and lifetime value—are ...

Ask a hundred people in your organization to define customer relationship management (CRM), and you’ll get a hundred different responses. Such is the state of understanding regarding one of the ...

Attributes in business pertain to brands or products, companies and even employees. They can be best described as certain underlying characteristics that best represent all brands or businesses in the ...