Research Highlight

Customers relationships evolve. Understanding how is the key to tailoring your CRM strategy.

Teams can develop shared practices that enable email to help, not harm, productivity.

IT alignment can produce organizational inertia — unless it’s accompanied by the right culture.

Competitive speed and cheaper apps spell the end to requirements gathering and testing for new tech.

Companies that rigidly adhere to traditional approaches to goal setting may be driving their business in the wrong direction.

Building a sophisticated online user community a begins with a smart approach to seeding it with expert knowledge.

Companies can improve productivity by tapping into free digital goods and paying their own employees to contribute.

New research reveals the surprising reasons managers don’t know their company’s strategy.

New technology-driven business models are undercutting the traditional advantages of economies of scale.

Emotion-sensing technologies can lead to better decisions and alleviate stress — if privacy issues are addressed.

Empirical analysis reveals that conventional wisdom about big, risky change initiatives is often wrong.

Clear, concise strategic priorities backed by metrics have value in communicating with stakeholders.

In this webinar, Cornell University’s Sheryl E. Kimes discusses the expectations disconnect between companies and customers over self-service technologies.

Retailers need to understand how website features and advances in AI affect consumer behavior.

There are four different paths companies can take to become top performers in the digital economy.

Business models that use platform network effects for competitive advantage risk may not be viable.

For young adults, even a single day without access to their cellphones can be anxiety-producing.

Innovative strategies depend more on novel, well-reasoned theories than on well-crunched numbers.

Companies need to reinvent themselves as destinations for their customers.

Within organizations, cybersecurity needs to be everyone’s business — including the board’s.