Who Owns the Customer Relationship?
As customers demand access to the business through online, mobile and physical stores, the concept of feedback has been radically reassessed and the customer relationship is becoming stretched across a range of touch points.
This Criticaleye forum, in association with IBM, considers how business leaders should approach the customer relationship and drive a better understanding of their clients, drawing on the first-hand experiences of: David Wild, Non-executive Director at Premier Foods; Dipak Jain Dean of INSEAD; Peter Horrocks, Director at BBC Global News and World Service and Bill Payne, VP, CRM & Industries, Global Process Services at IBM.
Questions
Select from the links below to watch our panel respond to questions posed by the floor
- Who owns the customer experience on the board?
- How should you respond to customer feedback?
- Who are the key consumers in your supply chain?
- Does everyone in a business need to be customer focused?
- How is the BBC approaching its customers in a multichannel world?
- In the B2B space, are there good examples of customer centricity?
- How do you measure the strength of the customer relationship?
- Can customer service ever be perfected?
- How should businesses deal with bloggers and social media activists?
