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As the holiday season drew near, e-commerce retailers were either working anxiously to get their in-house processes ready or were double-checking with partners and service providers on order-fulfillment operations. Fears of revisiting the previous year’s fulfillment problems hounded them during their preparations for the projected high sales of Christmas 2000.1
Delivering quality to customers in a competitive marketplace dictates the need to continually enhance a customer’s experience and satisfaction. However, evidence indicates that satisfying customers is not enough to retain them because even satisfied customers defect at a high rate in many industries.
Companies must understand their customers’ needs, appoint a manager to oversee the production of high-quality information, and recognize that information is not just a byproduct.
How to make negotiations more effective by improving interactions both inside and outside the organization.
Three leading professional service firms have succeeded by creating capabilities for collaboration and learning that leverage individual competency into enhanced problem solving for clients.
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The pricing of services in the United States is a mess. Consider these examples:In 1992, Congress enacted the Cable Act to rein in prices in the cable television industry.
IBM is making a comeback. Although many observers had counted the company out — “It’s a dinosaur, an implosion, a wreck,” various commentators said — its revival was probable, even predictable, because cycles of decline and revitalization have been the company’s pattern through many decades.P
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