Will your next big IT project be on time and deliver what was promised? Maybe — but maybe not.

In service businesses, there is often a trade-off between productivity and customer satisfaction.

Overinvesting in supply chain protection may be more profitable than not investing enough.

A survey by MIT SMR and Deloitte shows companies starting to derive real value from social business.

Deviating from a dress code or other norms in appearance may help project an enhanced image.

It’s possible for a company to win a price war by leveraging a specific set of strategic capabilities.

Four key steps can help a new initiative create value for both the company and the public.

Twitter is helping companies build new kinds of connections with consumers.

Customers are unsatisfied with complaint handling despite years of effort. A new approach is needed.

Misguided attempts to improve satisfaction can damage a company’s financial health.

It’s easy to say customer satisfaction is very important – but harder to put that into practice.

Big data analysis can help geographically distributed companies monitor customer satisfaction.

Several organizing principles can help companies sustain both profitability and a sense of purpose.

It’s surprisingly common for companies to make mistakes in their layoff decisions — and the mistakes can be expensive.