Marketing

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.

State Street navigates the rough waters of using social media in international finance.

As daily life goes digital, Hearsay Social develops a social media platform to generate sales leads.

DBS Bank is remaking itself from a transaction company to an information company using emerging technologies.