Author Archive
Cultivate Relationships to Increase Margins
A critical component of customer relationship management (CRM) - and yet often overlooked - is the cultivation of existing customers. We’ve seen it all too often; companies spend nearly all of their time and scarce resources trying to attract new customers - while existing customers are largely ignored. This practice can be costly in terms […]
A Tale of Two Projects
A business tale of what it takes to turn around troubled projects.
The year is 2005 and times are good. The business environment is vibrant and the economy is strong. Large businesses are committing large amounts of capital and resources to implement new strategies, establish new capabilities, and open new markets. It was no different at […]
The Customer Experience Process
Companies seeking to become more customer-centric should define the customer experience as a formal end-to-end process in their organization.
Business leaders that subscribe to the process-centric approach to business improvement understand the importance of having well-defined end-to-end processes. Typical end-to-end processes that are well-defined and optimized in businesses today include:
* Plan to Profits […]
Invasion of the Loyalty Cards
Loyalty cards have invaded and have taken over our lives! It all started innocently enough. It seemed like no big deal when airlines and hotels embraced the ‘frequent’ traveler rewards programs. We consumers embraced the idea of earning rewards for our travel.
Little did we know that loyalty cards would band together and plot to overtake […]
Improve Maturity with Capabilities
When projects need a strong dose of strategy & direction, leaning solely on requirements just won’t cut it anymore.
If you’ve been a part of any business project during your professional career, you’ve seen the basic formula before: Project teams analyze the current state, identify requirements, and then implement a solution that best […]
