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DCG research and articles about: customer loyalty

Free Developer Report

Managing Customer Expectations: The Channel Partner and Software Vendor Challenge

Traditionally, enterprise software projects were all about up-front licenses and follow-on maintenance fees. For a software vendor or channel partner, success was to get the job done and get paid. Little importance was placed on building a good long-term working relationship with the customer. But, as software vendors move to the cloud and to subscription-based… read more >

Digital Clarity Group

Market Basket shows the staying power of “analog” customer experience

Living in greater Boston, I have a pretty decent choice of supermarkets along the price spectrum. At the higher end there is, of course, Whole Foods, the destination for products such as organic quinoa and $20 per pound imported specialty cheeses. In the middle are the chains such as Stop and Shop and Trader Joe’s,… read more >

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