• November 03, 2011 03 Nov'11

    Jeff Kaplan

    Jeff Kaplan is the Managing Director of THINKstrategies, the only strategic consulting firm focused entirely on the business implications of the transition of the technology industry from product-centric to services-driven solutions, including ...  Continue Reading

  • November 02, 2011 02 Nov'11

    How to make customer experience strategy a priority

    In this month's issue, discover how to get customer-facing groups to buy into customer experience management (CEM) and make it a priority, how employee satisfaction may or may not affect customer loyalty, and how CEM fits into a company’s overall ...  Continue Reading

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