What We Read This Week, 9 January 2015:

Who Provides Tech Support for the Internet of Things? – The writer examines the challenges associated with supporting the massively connected Internet of Things (HBR)

The Baffling Advances of Social Customer Service – The always excellent Esteban Kolsky on Social Customer service, and whether companies need to be where their customers are.

Customer Loyalty in the B2B World: What Does it Mean, and How to Achieve It – a marketing oriented discussion on managing and increasing customer loyalty. The main point, IMO, is the need to identify the influencers, a point I made on this blog as well as in several online discussions concerning customer satisfaction (mycustomer.com)

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