Metrics Matter
By Larraine Segil
Financial Executives International, December 2004
It’s an unfortunate fact that 70 percent of alliances fail, yet, ‘going it
alone’ doesn’t make financial sense. Forging successful partnerships is critical
for giving companies a strategic advantage, and the way to ensure they work is
expressed in one word: METRICS.
June 2000
ALIGNING THE INTERNET AND CUSTOMER SERVICE
Online customer support is the wave of the future. As e-commerce continues to surge, the most effective way for a company to improve customer service and enhance customer retention is to web-enable its call center. Industry trends point clearly to heightened customer use of e-mail and Internet requests, with expected response times diminishing from hours to minutes.
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December 02, 2002
Many supply relationships would generate far more value if they were managed like alliances. A supply alliance that looks costly in the first stages of development may create great returns in the last stage of development. However if the relationship is seen purely as a supply process, there is little chance of it maturing into a life-stage where the maximum financial benefit is realized for all concerned.
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May 1997
CEO Refresher
Why do fifty-five percent of alliances fall apart three years after conception? How can the potential for alliance success be increased?
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In My Opinion, FORBES
Larraine Segil, 07.18.02
Did you eat any fresh corn on the cob last weekend? Or cool down with a Frappacino? Sneezing from allergies this summer? Maybe you considered packing up the kids or grandkids and making a summer visit to one of The Walt Disney Co.’s properties worldwide?
