How to Manage Customer Experience

Steve Daines, vice president at RightNow, explains how the CRM provider strives to deliver superior, ongoing customer service to its clients, even after implementation.

How to Manage Clever People

Brainy employees are a mixed blessing. They dislike authority, flout the rules and are convinced they are smarter than you. But they also create a disproportionate amount of value for your business. So learn how to be a 'benevolent guardian', says Rob Goffee, co-author of “Clever”. Here, he explains how — and which companies you can learn from.