project
Reducing Churn through Cross-Channel Customer Journey Insights
August 26 by Process Excellence NetworkThe cost of keeping an existing customer is in general around 10% of the cost of acquiring a new one. Reducing churn to increase client retention therefore is a major reason to optimize the customer...
The Science behind Effective Stakeholder Management
August 12 by Manoj PatelOne of the clients I’ve been coaching recently asked me: "How do you seem to know how certain people will behave and react to certain things before they even happen?" "There is no magic here,...
Calculating the Real Value of Process Improvement: Factoring in Intangible Benefits
April 11 by John W. Moran & Brynn RileyTrying to calculate the value of your process improvement project? You should make sure you are factoring in intangible benefits to the ROI, write contributors John W. Moran and Brynn Riley. Here is w...
Forming, Storming, Norming and Performing…Creating Teams with Punch
February 24 by Dennis NarlockGetting the people with the right mix of skills on a team generates a 1+1=3 multiplier effect that must be present for high performance outcomes, says Dennis Narlock, Continuous Improvement Officer...