This seminal article on value disciplines is a MUST read. It discusses the basis of competitive domination: differentiated value! Those who define it, deliver it and take it out of their competitors’ reach win. Hands down.
This article discusses the importance of service excellence and introduces a six dimensional framework to turbo charge your customer management strategy.
A look at some of the often overlooked benefits of conferencing services to different levels of an organization.
Managing for customer lifetime value is a wonderful ambition but remains a pipe dream for most companies.
What is the lifetime value of a "customer"? Use this simple but powerful toolkit to get an answer.
What is the impact of customer retention efforts on Customer lifetime value? Read On…
Customer service can make all the difference in a commodity market such as retail. This key differentiator is often ignored. This article provides an important reminder.