Using BPM to Solve Nagging Customer Complaints

By Francis

How to solve nagging customer complaints that never go away

If your company has over 100 employees and faces difficult customer service problems, it’s likely that they have become intractable. They aren’t fixed easily because the solution does not reside in the hands of front-line personnel. Instead, they exist because your organization is too big for small-scale solutions.

Every company which grows above a certain size discovers a new class of stubborn problems which can’t …read more

Source:: Using BPM to Solve Nagging Customer Complaints

Why great strategy retreats confront the ugliest truths

By Francis

Why a Great Strategy Retreat Starts by Confronting the Ugliest Truths

What’s the harm, in your next strategic planning retreat, of restricting the discussion to focus on the positives – the potential of the future? After all, everyone wants to walk away inspired by what can be accomplished, not bogged down by past losses and ugly failures. Should this sentiment be used to set the agenda to limit certain discussions while encouraging others?

If you …read more

Source:: Why great strategy retreats confront the ugliest truths