Fast Company | The Liberator Article about organizational and personal change. Ultimately, says Yamashita, (who the article’s about) it’s all about getting unstuck as an individual or an organization. He believes that 85% of all companies and more than half of all people are stuck, a condition that isn’t defined by declining market share, falling productivity, or losses on an ...

Suspicions confirmed! A new study (about CRM), commissioned by Amdocs, shows that 63 percent of customers believe that customer service has not gotten better over the past five to 10 years–and most of those customers think it has gotten worse. Even more sobering, 85 percent of respondents said that even a single bad experience with a customer service representative would ...

I’m just getting back to BIO 2004. There were two things that struck me about this particular meeting:

I suppose you could write-off this statement by Steve Ballmer, Microsoft CEO, as Microsoft hype, but I think it’s probably right. He said: “More change and innovation is coming to information technology in the next ten years than in the past decade.” The technology that’s given us PCs/Internet/cell phones/telecommunications/digital media, etc., is by no means mature. It’s easy enough to ...