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  • William Cohen, Ph.D. Drucker's New Certainties for Developing Strategy: Drucker wrote that the purpose of strategy is to enable an organization to achieve its desired results in an unpredictable environment. So contrary to what many believe, strategy is not about achieving results in a known and foreseeable environment but rather in an environment that is unknown and unforeseeable. read more
     October 6,2011 by William Cohen, Ph.D.   0


  • William Cohen, Ph.D. How to Avoid Major Failure: You can’t avoid failure completely because sometimes you’re going to make mistakes, or if not you, someone will make them for you. These kind of failures can be valuable in that you will know what and what not to do and avoid similar situations in the future. However, there is one type of failure that can, in fact, put you out of business. How can you avoid it? read more
     August 1,2011 by William Cohen, Ph.D.   0



  • Tripp Babbitt Customer Service Design Flaws: During his recent globetrotting, CMIQ columnist Tripp Babbitt struggled to get answers online and over the phone about a malfunctioning phone. He gives some thoughts on what to avoid in multi-channel, international customer service. read more
     April 29,2011 by Tripp Babbitt   0















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