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Smart Incentives – How to effectively motivate and mobilize sales force organization

There’s a mismatch between what science knows and what business does. As a matter of fact, social sciences have demonstrated for a long time that traditional incentives models, rewarding targets achievement, do not positively affect performances, especially in activities that require even rudimentary cognitive skills (The puzzle of motivation, D. Pink - www.ted.com/talks/dan_pink_on_motivation). Nevertheless, we all know that in a business environment what does not get measured does not get [...]

Customer Service Innovation Day: towards Customer Service 4.0

Although we are now in the “Amazon era”, in many sectors companies still have a traditional approach to customer relations, based on a reactive customer services and traditional communication channels (e.g. fax, telephone, …), that is clearly not effective nor efficient. To deal with digital customers, companies must turn into a “Customer Company”, able to put the customer at the center of their world and adapt their internal organization and [...]

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