Improve the customer experience across all channels through constant analysis, evaluation, and personalization. Base performance metrics on customer satisfaction.
Customer Value: Setting the Gold Standard
If customers are essential to profitability, why do so few companies put them at the focal point of performance management? Here's a practical guide to help your organization use metrics to drive higher customer value.
by
Jack Hafeli
The 2004 Editors' Choice Awards
Business intelligence, performance management, and all forms of integration are the dominant requirements addressed by the 12 IT solution providers that make up our supreme list for 2004.
by David Stodder, Jeanette Burriesci & Michelle M. Young
A Year in Perspective
A look back at the news of 2003 and a projection of trends in 2004
by Jeanette Burriesci & Michelle M. Young
The 2004 Editors' Choice Awards: The Intelligent Enterprise Dozen
Watch these important enablers of the intelligent enterprise.
by David Stodder
Companies to Watch 2004
Watch these important enablers of the intelligent enterprise.
by Michelle M. Young
Relationship Dynamics: The Savior of CRM
Falling victim to the 'silver bullet' syndrome, too many businesses thought a CRM system alone would cure all ills. In truth, the key relationship dynamic is between people and the system — and in tying performance metrics to customer satisfaction and value.
by Terry Jabali
Real Time, Realistically
Your definition of real time has deep ramifications for business processes and the technologies that support them
by Philip Russom
The New Frontier
In an increasingly commoditized product landscape, customer satisfaction may be the only way to differentiate your company from its competitors
by Joshua Greenbaum
Across the Chasm
This lesson from an outside discipline may prevent miscommunication that can kill your strategic IT project
by Con Kenney and Phil Leggiere
The Cost of Failure
Carefully formulating analytics and business practices can be the best way to avoid financial catastrophe
by Edward S. Robins
The Oracle Way
The company claims BI is a key area for consolidating functionality around its solutions, but does it deliver?
by Jack Hakim and Tom Spitzer
