Organizational Change

Fast Company has an article about why–despite all the talk and all the CRM systems sold–decent customer service is so rare. In essence, it’s one thing to talk it, another thing to walk it. …talking about focusing on the customer and actually doing it are two completely different things. That’s what makes truly customer-centric companies so worthy of our attention. ...

Here’s some excerpts from an article in a from Harvard Business School about achieving some sort of balance between scrutiny of nonprofit organizations and maintaining some degree of freedom from the rigors of compliance. The new forced transparency was triggered by recent abuses by boards in both the for-profit and nonprofit sectors. Now there’s a lot of the usual throwing ...

A nice little article from our pals over at the Pew Internet Research Center. According to their research about 53 million American adults use instant messaging programs. About 11 million of them IM at work. So why is ACS not IMing at work? Or are we? Let’s hear some feedback. In the meantime check out the exact report here.

I attended the World Future Society meeting in Washington, DC, as did the rest of the FI Center team a couple of weeks ago. When I was there I picked up a publication titled “From Scan to Plan” from the American Society of Association Executives, an organization that covers topics of interest to many kinds of trade, professional and volunteer ...