Software Firm Is Open for Innovation
An interview with Marten Mickos
How Offshore Outsourcing Affects Customer Satisfaction
The outsourcing of customer service to offshore providers has gotten a lot of bad press in the U.S., with reports citing language problems and the exporting of jobs. But, despite the potential for such reports to alienate consumers, this offshoring continues to grow, driven mainly by the lower labor costs overseas.
Are companies that send customer [...]
What E-Tailers Can Learn From Airline Pricing
Why can’t Internet retailers be more like airlines?
Airlines have long known that business travelers will pay higher fares in return for maximum booking flexibility, and that leisure travelers are willing to give up some flexibility in order to pay less. Recognizing and balancing these differences helps the carriers fill their planes to capacity while bringing [...]
Follow the Leaders
You've created a team to solve a problem. Here's some advice: Don't put one person in charge.
Thinking About Tomorrow
Seven tips for making forecasting more effective
Misunderstanding the Chinese Worker
Western impressions are dated—and probably wrong
Oops!
Accidents lead to innovations. So, how do you create more accidents?
In Search of Growth Leaders
Most companies have managers who can turbocharge results. The trick is finding—and nurturing—them.
