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Redefining Customer Value

Corporate strategies for the social web

About this paper

Learn how technology is changing the way leading organizations like Lenovo, Toyota, American Express, Dell, Mayo Clinic and more interact with their customers, define customer value, and sustain and grow customer relationships. This report, based on an online survey of 391 senior executives conducted by the Economist Intelligence Unit (EIU), provides great insight into how these top performers are currently using technology to understand their customers, how social media fits in and influences their strategy, how they track customer insights, feedback and risk, and how they measure customer value.

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