2024 was a great year for the CX Iconoclast, thanks to the amazing guests we were able to host. It may be no surprise to you that one of the topics that came up repeatedly was the value of long term customer relationships. Long term CLV and customer retention are now vital metrics in B2B success, focusing on relationship management beyond the immediate sale.
What makes long-term customer relationships so crucial in the B2B space? In this highlight from the CX Iconoclast podcast series, Richard Owen speaks with Das Narayandas of Harvard Business School about the profound impact of managing strategic accounts effectively over the long term.
Discover the benefits and challenges of serving large customers, the role of strategy in shaping your business trajectory, and how customer selection impacts your future capabilities. Das offers unique insights from his research and decades of experience, providing actionable advice for companies navigating the complexities of long-term customer value.
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Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3
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