The New Customer Relationship

publishers, customers, data, serviceMark Allin, president and CEO of Wiley, delivered the keynote address at yesterday’s Markets conference on the first day of the Frankfurt Book Fair.

Titled “The New Customer Relationship,” Allin’s presentation discussed how the digital transformation has upended how Wiley and the publishing and education industries at large interact with the customer.

Wiley’s revenue comes from three sectors—research journals (48 percent), publishing (42 percent) and solutions (10 percent)—and, as an industry, according to Allin, we have created more business models in the last five years than we did in the previous 500. And “for the first time,” Allin said, “we have direct engagement with our customers.”

Yet these customers are “confronted with a torrent of information,” so the mission, as Allin sees it, is “to give our customers the skills and knowledge that make organizations successful.”

To that end, Wiley has evolved from being a deliverer or vendor of content to “a partner with the customers who use that content, who use that service, and who rely on us for their success.”

Much more.


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