Understanding customer needs and perspectives is crucial for providing exceptional experiences. That makes it important that organizations are well-tuned at all times to the voice of their customers ...

Privacy-first approach. Prioritizing privacy-first practices and compliance with privacy regulations creates consumer trust and enables better, more ethical data use ...

Forbes contributors publish independent expert analyses and insights. Dr. Cheryl Robinson covers areas of leadership, pivoting and careers. When people think of pivoting, it is often limited to their ...

Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. In today’s hyper-competitive digital landscape, noise is the one constant.

Senior executives continue to make significant investments in customer relationship management (CRM) systems, as they face their most pressing management challenge – improving customer loyalty and ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...