Category: Enterprise Thought Leadership Archive

The Many Opportunities to Improve Call Center Effectiveness and Efficiency The American Customer Satisfaction Index is a cross-industry national indicator that links ... Read Article

Major states were continuing to open retail electric and gas markets to full competition-in response, great plans were being laid, and extensive ... Read Article

Ineffective Maintenance Can Have a Significant Impact When things go well, maintenance is an activity that is often invisible to senior management. ... Read Article

Numerous challenges and opportunities face companies that offer energy-related services to commercial customers and end consumers. The marketplace is large, competitive and ... Read Article

Cost savings through automation of business interactions has never been more appealing. Re-thinking our approach to inter-business transactions and re-applying existing and ... Read Article

By integrating advanced tools and functionality, logistics exchanges can gain critical competitive differentiation. PDF download Context The emergence of the B2B exchange ... Read Article

It is important to start by clarifying what is meant by my use of the term “liberalization.” To “liberalize” has a number ... Read Article

Although we can be certain that significant changes are coming to the energy marketplace, the crystal ball is cloudy as to the ... Read Article

Although the notion of consolidation is not new, advances in open system functionality on the part of hardware vendors over the past ... Read Article

For eight decades, the electricity supply industry and its customers enjoyed the benefits of increasing economies of scale. Electric utilities, people reasoned, ... Read Article

Wave One: The Traditional Regulatory Framework The traditional regulatory framework created a convergence of energy prices with the costs of constructing, maintaining, ... Read Article

The L-Hub model is positioned favorably in the e-procurement market space, in large part because of the sheer size of regional economies ... Read Article

This white paper reviews the restructuring experiences in three New England states – Massachusetts, New Hampshire, and Maine – and their trials ... Read Article

Companies that trade – and trade well – have an advantage over companies that don’t, but typically that advantage is more subtle ... Read Article

A Foundation for the Future Now consider the Internet, which creates unprecedented opportunities for companies to readily participate in, and even create, ... Read Article