Strategy & Management

Magazine articles on business strategy, management and leadership.

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CRM April 1, 2006 Natalie Petouhoff	The Scientific Reason for CRM Failure Part II: Reduce resistance and increase ROI with change management.
CRM April 1, 2006 Coreen Bailor	Market Focus: Telecommunications: Sharpen the Focus on Agent Training/Answering the Call Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services. Poor customer care can quickly translate into lost business.
CRM April 1, 2006 Colin Beasty	Required Reading: Customer Satisfaction at Its Best In the book Satisfaction, authors Chris Denove and James Power IV explain how companies like JetBlue, Lexus, and UPS deliver consistently high customer satisfaction and translate that into profitable growth. Here's an interview with Denove about the book.
CRM April 2006 Barton Goldenberg	Executive Support: The Most Important CRM Success Factor For organizations that have succeeded in their CRM initiative, executive support stands out as the single most important ingredient for success. Let's examine why by looking at examples of three levels of executive support.
BusinessWeek April 10, 2006 Stanley Reed	Barclays: Anything But Stodgy President Bob Diamond has turned the once-troubled investment banking unit into a powerhouse. Is there still more he can accomplish at Barclays?
BusinessWeek April 10, 2006 Michelle Conlin	The Shortsighted Solution The Disposable American: Layoffs and Their Consequences, written by Louis Uchitelle, presents an airtight case against the common wisdom that favors job cuts.
BusinessWeek April 10, 2006 Pete Engardio	Making Bangalore Sound Like Boston Overseas call centers turn to e-mail and chat to handle frustrated U.S. customers.
Financial Advisor April 2006 Thomas M. Kostigen	Responsible, But Not Responsive People, from individual investors to hedge fund managers, seem to feel that ethical companies perform better. Many of these companies are entirely changing their corporate cultures. However, while socially responsible investing is growing, share prices aren't keeping pace.
Bank Systems & Technology March 29, 2006 Katherine Burger	You're Wearing That? Innovation is not just about new products and services, but also encompasses business model innovation, process innovation, culture innovation and management system innovation.
IndustryWeek April 1, 2006 Tonya Vinas	CEOs Brimming With Ideas, Lacking In Organization A new study concludes that when it comes to creativity, CEOs have more than other executives - they just don't have the organizational skills to take their ideas to fruition on their own.
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