First there was customer satisfaction. Then loyalty. And of course the whole CRM craze. Why not just settle down and think rationally? [...]
Why most customer loyalty programs are a crock
Voluntary disclosure and capital costs
Three authors have taken advantage of the natural relationship between capital structure and disclosure to propose a mathematical model to choose a firm's disclosure policy. [...]
Metrics to Manage IT
IT projects are essentially components of strategic Business initiatives that have paybacks. Use the Business portfolio and its ROI to guide IT. Develop 4 IT scorecards that support and add detail to the portfolio. [...]
Alternatives to address Departmental Inefficiency
As organizations grow, alternatives exist to mitigate the inefficiencies of departmental hierarchies. Most of them, including adding people, don't address all the issues. Only embedding staff in multi-disciplinary groups and avoiding the overhead altogether are true solutions. Measurement can also help. [...]
Manage IT Costs and Culture
Organizations typically leverage less than 50% of current technology. With such a powerful vehicle running at half speed, IT must remain the highest priority in increasing productivity and innovation. [...]