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Volume 11 • Number 1
FEATURES
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CUSTOMER SATISFACTION
Fact or Fiction?
Building Personas Helps Capture Voice of the Customer Insight
Frank Murdock
Read Full Article (PDF 241 KB) -
TEAMS
Get Engaged
Focus on the team to drive performance to another level
Dodd Starbird, Ronald Cavanagh
Read Full Article (PDF, 275 KB)
CUSTOMER SATISFACTION
Challenges With Churn
Analyzing transactional activity to help retain customers who might be leaving
Michael Cuenco and Crystal Shi, and Balaji Padmanabhan, Alan Hevner
Read Full Article (PDF, 245 KB) Open Access
DEPARTMENTS
- Editorial Review Board (PDF, 146 KB)
- About the Authors (PDF,80 KB)
From the Editor (PDF, 133 KB) - Guest Editorial (PDF, 98KB)
- Dilbert
- Your Opinion (PDF, 136 KB)
