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Steve Finikiotis Research and Opinion 3 critical Service Trends in "Frontier" Markets Meeting new consumer demands with new, innovative practices Revised: May, 2010 The New Customer Relationship Analytics Meeting current mixed-data predictive modeling challenges in service industries January, 2010 Creating Value at Touch Points How people and CTI converge to create value in conversations with customers October, 2009 Pulling "Customer Lifetime" Levers Re-allocating enterprise resources to drive capital-efficient growth February, 2008 Customer-based Service Strategies Aligning service delivery with economic objectives August, 2007 The Calculus of Customer Equity Resource allocation models in three service sectors (banks, airlines, and telecoms) July, 2007 » Contact Steve Finikiotis |
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