Many organizations think they know who their competitors are, but their customers might have a very different perspective.

Many business-to-business (B2B) organizations keep branding in the background, but at New Pig, branding takes center stage.

Most organizations collect information about their customers, but few know which data to rely on and how to use it. Best-practice organizations handle customer information differently from the average organization.

Frameworks should link organizational work with employee and customer values.

These definitions and key measures provide deeper detail about the processes outlined in category 5.0 Manage Customer Service of APQC's Process Classification Framework (PCF) .

Although the cost to offshore manufacturing may seem low, Harry Moser, chairman emeritus at GF AgieCharmilles, describes other potential consequences of offshoring that can undermine Lean initiatives, decrease ...

In this full video recording from APQC's 2010 knowledge management conference, Josh Bernoff of Forrester Research discusses the increasing power of Web-savvy consumers, the ability of these individuals to ...

Organizations with successful innovation programs make the customer the boss. The most interesting idea will not work if customers do not see it as valuable.

In this recorded excerpt from the February 2010 meeting of the AME/APQC Benchmarking Community of Practice, Gary Foster, CEO and general manager, Automation Engineering Corporation (AEC), discusses AEC’s journey to m ...