Mark Withington

In his book, “Measure What Matters[i]”, John Doerr extols the virtues of a performance management framework he calls Objectives and Key Results (OKRs) as having four key Super Powers that …

Enterprise Resource Planning (ERP) has become the nervous system for nearly every organization big and small. Fundamentally ERP links functional business groups (Sales, Accounting, Marketing, HR, Production, etc.) through a centralized shared …

He might have asked, “Are you [customer] experienced?”, but then again, probably not. One thing he would have most likely agreed with, though, is that nearly all of us have …

He might have asked, “Are you [customer] experienced?”, but then again, probably not. One thing he would have most likely agreed with, though, is that nearly all of us have …

Unpacking Customer Satisfactions (CSat) In our last blog installment, “If Jimi Hendrix Visited the RMV…part 2", we defined customer satisfaction as the sum of two types of metrics: CSat = …