Imagine a software strategy that allows an organization to combine the disparate data threads it collects about customers, then, using the Web and other technologies as well as non-technical methods, put the data to work to develop closer ties with customers.

For major marketers, competing and winning in the sports arena means more than simply affiliating a product with the team that posts the most points or the athlete who stands out in the draft picks.

Seventy percent of American consumers report having a bad customer-service experience that left them "upset" or "extremely upset" in the last 12 months, according to a new national survey.

Businesses rely on research to gather data and process it into the knowledge needed to identify markets and satisfy customers. When exploring questions about attitudes, beliefs and other intangibles, researchers use Structural Equation Modeling (SEM) to analyze data.

In 1997, Yellow Transportation landed in Fortune magazine's least-admired companies list. "We were a $2.5 billion company," says Greg Reid, senior vice president. "But we kept operating the same old way.

Progressive American universities will need to create a new academic discipline, services sciences, management and engineering, to provide the necessary high-value, services-centric graduates of the future.

Companies like to implement self-service technologies because of the potential cost savings and the appeal of the cutting-edge.

The "Dove girls" advertising campaign has caught the attention of media consumers, and no wonder.

The Supreme Court is expected to rule next month whether Grokster, a Napster-like file-sharing network for downloading music and other digital entertainment, can be held liable for facilitating copyright infringement.

Our possessions are more than inanimate objects; often they are fraught with meaning, negative or positive.