TOMORROW'S CHALLENGES

Selling Solutions is No Easy Answer

Companies trying to differentiate themselves from their competitors are urged to become "solution providers," not just sellers of products and services. But selling solutions is no easy answer.

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TOMORROW'S CHALLENGES

Recovering from service failure

Turning customer frustration into customer loyalty

Service failure isn't necessarily a disaster for a company. If the service recovery - the actions taken in response to the failure - is handled well, then customer satisfaction, trust and loyalty can actually increase. In this article, Professor Stefan Michel explains this apparent paradox and how companies can avoid service recovery failure.

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TOMORROW'S CHALLENGES

Creating Better B2B Customer Experiences

The overlooked differentiator

B2B companies fighting to maintain and grow their profits in an increasingly competitive market tend to focus on what they have to sell, and the price at which they sell it. They end up competing head-to-head on their product's features, sacrificing their profit margins just so they can get the next deal.

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TOMORROW'S CHALLENGES

Marketing enters the C-suite

Five big issues facing global companies

What sort of business worries keep senior global executives awake at night?

Right now, of course, the health of the global economy and unpredictable exchange rates are top of the list. But in my conversations with business leaders around the world, I'm also hearing that more and more marketing-related issues are taking up senior management time.

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TOMORROW'S CHALLENGES

From producer to service provider

Why some companies fail to make the transition

Industrial companies are increasingly defining themselves as "service providers" and offering customers "one-stop solutions". They promise "total customer solutions" thanks to "integrated value chains".

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Strategic Marketing in Action

Creating and Capturing Value

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IMD in the rankings

IMD's programs are ranked highly by the world's most influential business publications.

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Strategic Marketing in Action