TeleTech
Customer Strategist Journal
Innovative strategies for building more profitable customer relationships. Published quarterly online and in print.

Volume 2 | Issue 1 | 2010 Table of Contents

In this issue:

Outlook

A Fresh Look at Customer Value

About 30 percent of customers deliver the majority of the average company’s profits, 50 percent add nothing, and 20 percent cost companies money, according to... more »

Perspectives

Optimizing Analytics Creates a Competitive Advantage

Detailed customer data is increasingly available from a growing number of sources. Harnessing this information is a priority for any organization looking to transform... more »

Customer Experience Improvements Build Customer Value

Despite its size and market share, Canada Post is continuously evolving to meet customers’ needs. Since it was founded in 1867, Canada Post has a long and rich... more »

Benchmark

The P&L of Mobile Marketing

Consumers have brands in their hip pocket—and marketers love it. Mobile marketing allows marketers to reach customers anytime, anywhere. And with more than 4... more »

Case Studies

Customer Value Drives Growth at Nordea Bank

Multinational corporations with numerous operating groups can all too easily adopt disparate cultures, processes, and technologies over time. Creating a common... more »

The Mathematics of Profitable Marketing

In the book Moneyball: The Art of Winning an Unfair Game, which chronicles the Oakland Athletics’ analytical approach to assembling a competitive baseball team,... more »

C-Suite Strategies

What Being Close to Your Customer Really Means

The basic business and consumer models are broken and most executives don’t know it. Everyone accepts that in today’s environment it is critically... more »

Proof Points

Marketing Decision Making in 2010

Customer centricity is essential to effective marketing. Astute marketers know this. When making marketing decisions, most marketers know they should recognize the... more »

Maximize Long-Term Value and Hit Short-Term Targets

The latest dashboard report on the CEO’s desk is brilliant. It says performance has been nothing short of stellar in the latest period. The bank’s... more »

Strategy Speaks

An Appraisal of “Customer-Driven” Capitalism

We are often struck by a sense of déjà vu when reading the “latest” thinking in business, especially in the wake of the recent financial... more »

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