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May 1, 2015 by

Innovation through the looking glass

Most companies have to innovate continuously just to maintain their competitiveness. Disruptive innovation in search of new product categories requires extra effort and carries more risk, but can deliver greater rewards if managed properly.

April 20, 2015 by

That ROI-driven process just cost you a customer

Focusing on ROI exclusively works against you, not for you. Are you giving customers the experience they want, or the experience you think they want? In the short term, your approach can cost you customer engagement. In the long term, it can erode your customer base.


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