The Connected Consumer: Connected Devices and the Evolution of Customer Intelligence

2017 ◽  
Vol 2 (2) ◽  
pp. 164-178 ◽  
Author(s):  
Alan D. J. Cooke ◽  
Peter P. Zubcsek
Keyword(s):  
Customer Intelligence

VP of Customer Intelligence

2004 ◽  
Author(s):  
Patricia Seybold
Keyword(s):  
Customer Intelligence

The Development of Executive MBA Program at Institut Teknologi Bandung, Indonesia

2013 ◽  
Vol 64 (3) ◽  
Author(s):  
Novika Candra Astuti ◽  
Reza Ashari Nasution ◽  
Ilman Hizbullah Hasibuan ◽  
Keriel Natalia ◽  
Anindita Listyaningrum
Keyword(s):  
Customer Satisfaction ◽  
Best Practices ◽  
Business Administration ◽  
The Other ◽  
Master Of Business Administration ◽  
Mba Program ◽  
Depth Interview ◽  
Executive Mba ◽  
Customer Intelligence ◽  
Executive Program

The purpose of this paper is to study universities which provide executives program on Master of Management (MM) or Master of Business Administration (MBA) both in Indonesia and overseas. This paper presents a benchmarking a study to compare processes, performance, best practices between Executive MBA Institut Teknologi Bandung (MBA-ITB) and the other universities. Besides benchmarking, the authors also used customer intelligence method to gather and analyze information regarding competitors by visiting universities in Indonesia. To manage and monitor performance of Executive MBA program, we measured customer satisfaction what products or services provided by MBA-ITB meet or surpass customers (executive students) and conducted in-depth interview to explore need and demand of executive students. The results of the study help to develop executive MBA program and to adopt learning process in other universities to be followed and implemented in MBA-ITB. The acquired knowledge has been partly adapted and adopted by papers. The main implication is the need to explore how MBA-ITB can efficiently and effectively adapt and adopt such knowledge from the results. This work provides effective assistance for development of executive program in MBA-ITB embarking on this benchmarking journey. The result of customer satisfaction provides an indication of how successful MBA-ITB is at providing products and/or services to the students.

Customer Intelligence as the Powerful Means for Turning Information into Profit

2011 ◽  
pp. 179-196
Author(s):  
Sanda Renko
Keyword(s):  
Customer Loyalty ◽  
Customer Relationships ◽  
Strategic Decision ◽  
Easy Access ◽  
Accurate Information ◽  
Customer Data ◽  
Attitudes And Behaviors ◽  
Customer Defection ◽  
Customer Intelligence ◽  
Insight Into

Increasing competition and decreasing customer loyalty forced retailers to obtain accurate information about customers’ existing and future needs, their profitability, behaviour, and trends in purchasing. Due to the rapid advancement in technology, retailers have easy access to vast amounts of information about their customers. They can collect and manage customer data and understand their behaviour patterns. The main purpose of the Customer Intelligence is to provide insight into customer’s needs, attitudes, and behaviors towards particular retailer, and all elements of its business as well. In such a way, the retailer is able to build deeper and more effective customer relationships and to improve company’s strategic decision. This chapter focuses on different aspects of Customer Intelligence and the growing interest and importance for its implementation in the praxis. Moreover, the chapter is trying to clarify some misunderstandings of the concept. The study conducted among retail companies dealing with ICT equipment and services on the Croatian market pointed out that Customer Intelligence provided retailers with a successful decrease of the rate of customer defection and a increase in revenues generated by customers.

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