Strategic Thinking

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Linking Customer Loyalty to Growth

In recent years, researchers have created a number of metrics to explain the connections between customer behavior and growth. But under the harsh reality of the marketplace, these efforts have generated more smoke than heat. Nevertheless, managers continue to search for insight into how customers feel – and how they will behave.

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What Strategy Is Not

In today’s world, it seems, people want to characterize every utterance and action as strategic — as if the simple addition of the adjective elevates the importance and quality of the thinking.

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