A commitment to wowing customers is dangerous.
Posted 24 May 2004
CRM systems must collect the metrics that ensure accountability.
Posted 12 Apr 2004
Pricing is an enormously complex issue that incorporates costs, competitors, and customers. It must also accommodate profitability goals, product lifecycles, and operational capabilities, all affected by the wild card of psychology.
Posted 08 Mar 2004
A customer P&L sheet allows companies to determine the appropriate level of service, as well as pricing, discounts, and distribution.