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.

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 ...

This presentation, given by Josh Bernoff of Forrester Research at APQC's 2010 knowledge management (KM) conference, discusses the increasing power of Web-saavy consumers and how organizations need to adapt their ...

Chris Gardner, director of performance improvement at APQC, discusses why customer opinion is so important and why managers cannot measure and manage according to it.

Chris Gardner, director of performance improvement at APQC, describes how quality can be measured and how customer requirements should be incorporated into management decisions.

Chris Gardner, director of performance improvement at APQC, explains why organizations should base measures of quality on what customers value.

APQC's perspective on best practices in Integrating IT with Customer Segmentation, featuring case examples from Fair Isaac and Harrah's Entertainment.