Reinventing Customer Relationships


CEOs believe that the time has come to reinvent customer relationships. That’s one of the key findings in IBM’s 2010 CEO Study titled “Capitalizing on Complexity”. This belief is based on the following observations: 

  1. The world is massively interconnected, thereby making customer intimacy a priority
  2. Customers have more options due to globalization and dramatic increases in available information
  3. Differentiation will come from innovation and co-creation with customers
  4. The information explosion presents a great opportunity to develop deep customer insights 

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