Creating a Superior Customer-Relating Capability - Companies with a sustainable advantage in customer relationships display an unwavering focus -- In orientation, configuration and information -- On customer retention. Such companies as credit-card provider Capital One and Canadian Pacific Hotels employ a blend of metrics, employee incentives, organizational structure and CRM data to keep their ...
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|Authors:||Day, George S.|
MIT sloan management review. - Cambridge, Mass : MIT, ISSN 1532-9194, ZDB-ID 2039388X. - Vol. 44.2003, 3, p. 77-82
Day, George S., (2006)
TOOL KIT - Scanning the Periphery - Major threats to a company's business often start as weak signals on the periphery of an industry. Use this new framework to sharpen your peripheral vision and to answer the question, "What don't we know that might matter?"
Day, George S., (2005)
Day, George S., (2008)
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