How CRM Reaches Customers’ Social Networks

Idea posted: June 2017

Institutions: Columbia Business School    HEC Paris   

Authors:

The results of the study showed a 35% increase in usage by the targeted customers and a 10% increase in usage by the connections of the targeted customers. In addition, suspensions…

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What ‘First Impression’ Data Reveals About Customers

Idea posted: May 2017

Institutions: Columbia Business School   

Authors:

Acquiring customer data at the point of purchase, including from first-time customers, is not new. However, much of that data for first-time customers often focuses on where the customers came…

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Tracking Customers Who Leave Without Saying Goodbye

Idea posted: August 2015

Institutions: Columbia Business School    London Business School   

Authors:

Customers can stop interacting with a company in one of two ways: they inform the company that they are leaving (such as when they cancel a subscription to a magazine)…

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