Performance topology maps offer managers a signpost pointing toward smarter strategies.
Research from MIT’s Initiative on the Digital Economy offers new insights into platform markets and network effects.
Products connected to the Internet of Things are providing unprecedented levels of information.
Suketu Gandhi and Eric Gervet
At the Metropolitan Museum of Art, digital and social media is bringing art and treasures to the world.
Sree Sreenivasan (Metropolitan Museum of Art), interviewed by Gerald C. Kane
How much choice do people really want? Default rules, which establish decision-making starting points, can help.
For KLM, social business developed in response to an epic customer service crisis.
Martijn van der Zee (KLM), interviewed by Gerald C. Kane
It’s easy to say customer satisfaction is very important – but harder to put that into practice.
Martha E. Mangelsdorf
Managing consumer data courteously can be a way to build a good relationship with customers.
Avi Goldfarb and Catherine Tucker
Social Business at Kaiser Permanente: Using Social Tools to Improve Customer Service, Research and Internal Collaboration
Twitter, Facebook and an internal intranet are changing the way a health care provider communicates.
Vince Golla (Kaiser Permanente), interviewed by David Kiron
Why are companies still using snail mail to deliver information that customers need in real time?