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Author Archive for Randy Johnson, Coopers & Lybrand
In information services, it’s easy for executives to throw away money buying technology for the sake of technology. What the client needs to understand is how those technological benchmarks equate to business benefits — and that means looking beyond the easy-to-measure, quantitative service levels to the customers’ perceptions of the service being delivered.
November 1, 1997 |
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Ah, the honeymoon stage of a business relationship, that early stage when everyone is enthusiastic, when you envision benefits that will continue to multiply, when you celebrate each small increment of success. You’re focused on the objectives of the agreement. You talk frequently. You nip and tuck and shape exactly the relationship you know you need.
