Arthur M. Schneiderman

I believe CRM is built on a fallacy because customers don’t want a relationship with their bank or their grocer or their supermarket.

Tesco does not have a CRM programme. Tesco has a loyalty scheme and what this is saying is, ‘we get your data for giving you money back, and with the data we will give you a more relevant experience in our shops … [ Read more ]

Are There Limits to Total Quality Management?

Many of the problems associated with quality programs are the result of increased complexity. The half-life concept, a new tool, strives to make complexity more manageable. By doing so, learning is accelerated and improvement becomes continuous.

Editor’s Note: a highly recommended read…