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Contributed Articles

From touchpoints to journeys: Seeing the world as customers do

To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customerís end-to-end journey.
[Full Article]   Jun-27-2016

 

Top 5 Reasons CRM Fails, And How To Succeed

Customer Relationship Management, or CRM, has traditionally been used as a glorified and expensive contact management system by outside sales to log call reports. Itís time to expand that view of CRM, and think of it instead as a system for sharing and leveraging knowledge across the entire organization.
[Full Article]   Apr-10-2016

 

CEOs seek CIOs with a 'bias for action'

CEOs want several things from todayís transformational CIOs, including superior communication, collaboration and risk mitigation skills, say executive recruiters. But a longer-term question looms: What becomes of the CIO?
[Full Article]   Mar-18-2016

 

7 Reasons IT Managers Have the Toughest Management Roles

IT managers have the toughest management roles in a company and there are 7 reasons that make IT management so difficult. Gaining insight into these dynamics will position you to achieve more success.
[Full Article]   Mar-16-2016

 

The New Science of Customer Emotions

At the most basic level, any company can begin a structured process of learning about its customersí emotional motivators and conducting experiments to leverage them, later scaling up from there. At the other end of the spectrum, firms can invest in deep research and big data analytics or engage consultancies with specific expertise.
[Full Article]   Mar-11-2016

 

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