Analytical Skills 
Improve business decisions by learning how to gather, interpret and present data.

Develop specialized skills and strategies to help you assess patterns, identify relevant questions, gain data-driven insights and effectively share analytical information with others.

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Leadership and Management

Project and Process Management

The Customer-Focused Organization

The Customer-Focused Organization: How alignment, advocacy, data, and technology drive high-performance

The Look of Customer-Focused Measurement

Learn how to measure customer service delivery

The Power of Keeping Promises: How to Create Customers for Life

If your customer philosophy is "take the money and run," your company won't be around for long. Scott Deming, author of the new book The Brand Who Cried Wolf: Deliver on Your Company's Promise and Create Customers for Life, explains how to keep...

How to Provide Extraordinary Customer Service

Extraordinary customer service depends on each employee's job essence, which goes beyond general job function.

Turning Your Customers into Fans

Marketing tips from the former Chief Marketing Officer of the New England Patriots football team.

Using the Right Metrics to Measure the Customer Experience—and Predict the Future

Metrics that measure customer experience and predict the impact on the bottom line track the following criteria: credibility, reliability, precision, accuracy, and continued sales. So customer experience analytics enable a company to improve customer experience and ultimately corporate profitability

What It Takes to Put Clients First

An 11-step strategy to put clients first in any organization.

What Your Customers Really Want (Hint: It's Not Just Price!)

Learn what attracts today's customers--and price is not a factor.

When Customers Don't Behave As You'd Like

Companies invest huge amounts of time and money in identifying and learning about potential and current customers, but sometimes the challenges customers present leave firms wondering whether that's money well spent. Here are some techniques firms can...

Why Getting the Best from Your Employees Starts with Frontline Leadership

To fully utilize your team’s potential, the people in charge have to be great leaders. See how great frontline leadership can empower your team to success.