Marketing

Audi wants customers to "trade up" cars as as easily they upgrade software.

For KLM, social business developed in response to an epic customer service crisis.

B. Bonin Bough oversees social media for Oreo, Ritz and Cadbury — big brands in the social world.

A survey by MIT SMR and Deloitte shows companies starting to derive real value from social business.

It's possible for a company to win a price war by leveraging a specific set of strategic capabilities.

Twitter is helping companies build new kinds of connections with consumers.

In service businesses, there is often a trade-off between productivity and customer satisfaction.

Misguided attempts to improve satisfaction can damage a company's financial health.

Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.

Big data analysis can help geographically distributed companies monitor customer satisfaction.