Content posted in March 2014
Customer Satisfaction: Gleaning Insight From Email Interactions
Digital Audio 3/20/2014 108 comments
Business process experts share a method of monitoring and predicting customer satisfaction by analyzing the social network structure of email interactions between service providers and their clients.
Killer Analytics: A Look at Missing Metrics & Dire Consequences
Digital Audio 3/7/2014 155 comments
In this A2 Radio episode, management consultant Mark Graham Brown will discuss how organizations can get a handle on some highly influential but typically unmeasured business components.