必読記事・論考(MGMT)
strategy+business Winter/04 Best Business Books 2004: IT & Innovation
http://www.strategy-business.com/article/5911123?gko=1ef56-1876-5911123
strategy+business Winter/04 The Lean, Green Service Machine
Many companies prefer not to talk about service. But Dell Inc. does, and it has been rewarded for doing so: In 1998, the leading PC maker began investing in a customer service initiative that uses artificial intelligence (AI) software to automatically provide its telephone-based service agents a series of increasingly “educated” and specific responses to give to customers who are having problems with their computers.
Feld Thought 12/15/04 Early Stage Marketing and Sales - The "Why" vs. the "What"
http://www.feld.com/blog/archives/2004/12/early_stage_mar.html