CUSTOMERS SAY WHAT COMPANIES DON'T WANT TO HEAR

Everyone agrees that today’s customers are more empowered and more independent-minded than past generations of buyers. But do you know how customer buying behavior is changing as a result? And even more importantly, do you know how your company’s (or client’s) approach to customers must change as a result?

The findings of this expansive new study pull back the covers on customers’ reordered priorities affecting their purchase decisions—and the research outcomes provide a clear and compelling roadmap for companies willing to change in order to start meeting customers on customer terms. Companies (and their marketing, advertising and CRM advisers) that follow the right path will acquire substantial and sustainable competitive advantages in today’s new marketplace. Conversely, companies that head of in the wrong direction, or wander about looking for the right path, or sit tight waiting for change to reverse itself—risk finding themselves on the downside looking up.

The contents of the 151 page study report include:

• Roadmaps in response to customer change for:
  • Business as a whole
  • Senior executives
  • Marketers and the marketing industry
  • The advertising industry
  • The CRM industry
  • The customer research industry
• How 19 customer decision factors compare in importance (including several surprisingly high ratings from customers and several surprisingly low scores)
• New customer buying behavior in 12 key industries including both B2B and B2C markets.
• Six emerging customer behavioral segments and their prevalence in each industry
• A detailed exploration of the economic factors driving customer change, including analysis of why companies have been so slow to respond.

CRM industry leader Paul Greenberg says about this study report: “This report is a true 'must have.' It's genuinely plain awesome."

[full review by Paul Greenberg, author of CRM at the Speed of Light]

“I've read this, I've pondered it, I've gone through it in detail and I've come to this conclusion. I love it. Lee and Mangen have actually produced a report that's worth the money it costs. The data that they provide and their conclusions are what businesses with half a brain (or more) should be reading. I live in the world of CRM and have been heavily involved for many years. A chunk of that life is spent reviewing and reading research and maybe one of 50 or even one of 100 is any good. This report is exceptional because the data is irrefutable and the methodology they used is impeccable. The new customer that we ALL have to deal with is, in a takeoff on the words of Walt Kelley and Pogo - us - the same person who is reading this review. - We are the ones who understand and use Amazon to get a personalized and highly satisfactory experience with it because we know how to use the tools that Amazon provides us. We know how to get what we personally need. This personalization and direct relationship is a requirement demanded by the all in the new customer ecosystem. It is not considered a luxury. Mangen and Lee prove this. They not only are able to show what the new customer truly requires but they have the data that told me what the industries and businesses that I deal with everyday have to take into consideration to get that customer to work with them. This report is a true ‘must have.’ It’s genuinely plain awesome.”

Please review the table of contents (below)

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