Community, Culture and Collaboration

Marketing is Change Management - So many companies struggle to twizzle people back towards a ‘relentless focus on the customer’. How can current techniques of change management and internal marketing help improve the customer experience?

The Year of the Customer Community - Social network technologies are starting to hit the collective conscience at the same time as other trends point to a ‘second coming’ for customer communities. An evaluation of the costs and benefits of a customer community should be on the cards - but beware they are not for everyone. (paper from 2005!)