Strategy & Management

Magazine articles on business strategy, management and leadership.

Old Articles: <Older 2301-2310 Newer>

CRM May 3, 2004 Lior Arussy	Customers Are So Emotional When it comes to building customer relationships, understanding emotions is a profitable thing.
CRM May 3, 2004 Emmy Favilla	Required Reading An interview with David Butler about his new book documenting call center industry research... Reviews of other industry books: The Behavioral Advantage: What the Smartest, Most Successful Companies Do Differently to Win in the B2B Arena... etc.
CRM May 3, 2004 David Myron	Vertical Focus: Telecoms Focus on Services, Not Price, to Reduce Churn To effectively compete and to lower customer churn, telecom carriers should focus more on bundled services.
HBS Working Knowledge May 3, 2004 Paul Michelman	You're Not Fired! (Yet) Apologies to Donald Trump, but sometimes a helping hand for your apprentice is better than a termination notice. Harvard Management Update on ways to coach underperformers.
HBS Working Knowledge May 3, 2004 Cullinan Et Al.	The Secrets of Great Due Diligence Sealing the deal is the easy part. But first comes due diligence. Here's how to calculate your target's stand-alone value. A Harvard Business Review excerpt.
HBS Working Knowledge May 3, 2004 Jonathan Byrnes	Are You Aiming Too Low with RFID? In many companies, managers are preparing to use Radio Frequency Identification technologies to make existing supply chain processes more cost-efficient. By focusing on cost efficiencies, they are losing opportunities to use RFID to change the basic nature of their supply chains.
CRM May 2004 Martin Schneider	CRM Superstars Every winning CRM initiative has a power user whose leadership makes the difference between a stalled initiative and a stellar success. Here are the stories of three of these frontline luminaries: one in sales, the second in marketing, and the third in customer service.
CRM May 2004 David Myron	Is Your Compensation Plan Undermining Your CRM Initiative? How to create incentive plans that are in line with your corporate strategy.
CRM May 2004 Barton Goldenberg	Customer Self-Service: Are You Ready? A new generation of customers want service on their terms. Here are five self-service stragies.
CRM May 2004 David Myron	Innovative Call Center Design At risk of losing 40 percent of its agents, Bell ExpressVu, Canada's largest satellite provider, reinvents its call center.
<Older 2301-2310 Newer> Return to current articles.