• From the Editor: Balanced Scorecard

    fromtheeditor Continuous performance evaluation is key to the success of any organization. The measurement of  business performance is not merely based on financial aspects but also greatly depends upon non-financial or intangible elements like information, experience, workforce motivation, a... Read on
  • Driving Focus & Alignment with the Balanced Scorecard

    drivingfocus By Paul R. Niven Why Organizations Need a Balanced Scorecard Over 150 years ago, William Thompson presciently noted: “When you can measure what you are speaking about, and express it in numbers, you know something about it; but when you cannot measure it, when you can... Read on
  • National Payment Platform — next leap for ‘Mobile Operators’

    nationalpaymentplatform By Waqas Mirza   With the establishment of synergies between mobile operators and financial institutions in areas of branchless banking and mobile remittances, it’s time for mobile operators to take a leap forward. Mobile operators have a unique proposition that i... Read on
  • Innovation to exceed ‘Customer Expectations’

    innovationtoexceed By Ghazi Qarout   What customers think and feel about a company and its products is a key aspect of business success. To excel in business today, companies must focus on identifying customer needs and work to create an experience beyond their expectations as part of th... Read on
  • The 7 Deadly Sins of Customer Management

    7deadlysin By Dr. Ted Marra   After nearly 40 years across nearly 40 countries and having assisted more than 150 of some of the best-known organizations in the world, I still continue to see as many as 80% of Fortune 500, FTSE 100, and others willingly allow millions of dollars, ... Read on
  • Gamification Factor in CRM

    gamification By Ali Safri According to the Norton and Kaplan model of the Scorecard, business value can be achieved only if you have satisfied customers, which depends on the organization’s workforce working day in and out to provide up to the mark customer service. Traditionally, CRM sy... Read on