I'm down to the last chapter of The Commonwealth of Self Interest: Customer Engagement, Business Benefit and then have some editing to do. But I want to make sure that you keep getting some good ...

Legendary engineer and management consultant W. Edwards Deming once said, “A bad system will beat a good person every time.” This truism can easily be applied to the world of sales. Even the best rep ...

Explorers who land on uncharted shores or Marines who hit the beach first are heroes. However, in the customer service realm the technology that established the first beachhead between customer and IT ...

Flowchart vs. process map, what do you choose to use? When it comes to mapping out a project, you’ve got several choices on how to visualize them. If you’ve had trouble deciding on a format for your ...