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Research papers

Harnessing consumer insight to drive innovation

Why is innovation such a struggle? The greatest challenges most organizations face when innovating lie within their own organization, people and working practices.Successful commercial organizations tend to focus on quantitative metrics, are...

Catalogue: Innovate 2006
Authors: Aunia Grogan, Vivek Banerji
Company: McKinsey & Company
May 10, 2006

Research papers

Freeing yourself from the customer satisfaction straightjacket

Growth in companies seeking to determine whether customers are satisfied with products and services is, of course, to be commended. However, many of the customer satisfaction vehicles currently being used have become a straightjacket’ that limit...

Catalogue: Latin America 1997: The Dynamics Of Change In Latin America
Authors: David Smith, Aunia Grogan
Company: DVL Smith Ltd
June 15, 1997