Success Factors to Design and Implement Service Excellence
This article discusses the importance of service excellence and introduces a six dimensional framework to turbo charge your customer management strategy.
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IT Strategy is nothing without its implementation. How can CIOs get some "SOLACE" from their IT Strategy? Read on! This paper presents a balanced scorecard based model to evaluate the effectiveness of a Customer Relationship Management (CRM) solution.
This paper describes a holistic, multidisciplinary framework that enables organizations to take a strategic approach to innovation. Managing IT like a business? Here is another tool to assist you. Today, IT products and services are delivered to the customer for them to assemble and deploy. Is this paradigm shifting? Customer service can make all the difference in a commodity market such as retail. This key differentiator is often ignored. This article provides an important reminder. Great Strategy + Lousy Execution = failure. No exceptions to this rule. Don Tapscott argues that one can have them both. If only they tried. What is the impact of customer retention efforts on Customer lifetime value? Read On... What is the connection between shareholder value and customer lifetime value? Read On... What is the lifetime value of a "customer"? Use this simple but powerful toolkit to get an answer. Managing for customer lifetime value is a wonderful ambition but remains a pipe dream for most companies. Of late, there is a lot of emphasis on IT ROI. While this is commendable, extending this argument to convert the IT Organization into a profit center is taking it to another extreme. For example, are HR, finance, and marketing profit centers? Why no... Making the Most of Customers This paper discusses managing information technology as a business - not a supplier or cost center but a fully functioning business value creator. The disconnect between business and IT is often lamented. A lot is spoken and written about this chasm. Ostensibly, a lot is done to bridge it. Yet, most would agree the chasm still exists. Despite good intentions, what retailers deliver is not always what shoppers want. Bringing customer insights into everyday operational decisions can help retailers close the gap.
Posted on 11/01/2011 by