How to Succeed in the Relationship Economy

PREFACE The Relationship Economy Is Here MAKE DATA WORK FOR YOU (AND NOT AGAINST YOU) 1. Let Business People Lead the Data Teams 2. Rethink KPIs 3. Punch through the Big Data Hype 4. Start with the Basics BUILD VALUABLE RELATIONSHIPS 5. Don¿t Break Up over Money 6. Find the Right Price to Attract New Customers 7. Stop Dating, Get Engaged 8. Understand Employees and Their Impact on Relationships SUSTAIN RELATIONSHIPS BY IMPROVING CUSTOMER EXPERIENCE 9. Sit Down at the Kitchen Table 10. Keep Investing in Relationships ANALYTICAL TOOLS TO INCREASE THE VALUE OF RELATIONSHIPS 11. Customer Lifetime Value (CLV) 13. Revenue and Audience-Volume Forecast Model 14. Comprehensive Data Gathering with Listener 15. Yield Management for Recurring Revenue 16. Acquisition Pricing CUSTOMER-EXPERIENCE TOOLS 17. D.school Methodology 18. Service Design 19. Active Listening 20. Needs Matrix CONCLUSION ABOUT THE AUTHORS ACKNOWLEDGMENTS SOURCES INDEX

MATT LINDSAY is president of one of the fastest-growing private companies in the United States, Mather Economics, which provides economic-consulting services to over five hundred news organisations in twelve countries, with the head office located in Atlanta, Georgia.

Matt has over twenty years of experience in helping businesses improve performance and drive revenue through economic modeling.