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"Services blueprinting" maximises customer satisfaction by documenting a company''s service delivery system. It is a process, which is a must for all companies serious about understanding customers’ key interfaces, and service experience at all levels. The article describes how service blueprinting works and some basic steps for implementing it within your organisation.

Over the next 5 to 10 years marketing to the mature, that is, over 50 consumers will become an essential element in the business of all types of enterprises as the entire population ages. The largest portion of consumers will be in this age group. Grasping the demographic difference will set a marker between those companies that can prosper and those that are living in the past.

There is a sea change taking place in the IT world according to a symposium hosted by Gartner Research in Sydney this month to plot the industry''s future path. The central case points to a maturing IT industry and a greater emphasis on increased accountability for acquisitions. Delegates heard that the days of "technology for technology sake" are long gone in the face of reduced IT budgets and le...

For medium sized companies there is no opportunity to fail at the planning stage otherwise it’s burning the investment capital and not even dealing with the big ROI issues. Whatever web analytics software is selected it ought to be accountable over four key criteria: Enterprise Resources Capital Invested Human Capital Web Productivity Thi...