Harnessing the valuable source of information known as the Voice of the Customer (VoC) can be daunting. On the surface, it seems simple enough – all businesses receive phone calls, emails, and text ...

for its successful customer management program and was awarded ‘key account management program of the year’ As pharma moves towards a more tailored effort based on customer value, behaviour ...

Narayanan, V.G., and Lisa Brem. "Customer Profitability and Customer Relationship Management at RBC Financial Group." Harvard Business School Case 102-043, February 2002. (Revised March 2002.) ...