Monthly Archives: January 2010

How to time product launches perfectly

Premature genius is one of the most overlooked challenges of product development. To visualise the problem, think of a change curve. Launch too early and no amount of marketing and development spend will get you to take off. Launch too late and you may not catch up with competitors. … Read More

Contact evasion and how to avoid it

Evading customer contact is an easy response to high contact volumes that makes customers angry. Much better to implement a disciplined service management framework that lets you be easily contactable without drinking from the fire hydrant. … Read More