“Are you spending more on acquisition or retention? If you said ‘acquisition,’ you’re wasting time and money. The fierce battle for new business is stressful, expensive, and often unrewarding. Unless you’re an emerging start-up, stop wasting precious resources to attract new customers until you optimize profitability from existing relationships.”

“The unfunny truth is that CEOs and CIOs too often act as though they are partners in an enormously uncomfortable marriage. That’s not to say that there hasn’t been some improvement, even significant improvement, in this relationship in recent years. In fact, at an increasing number of companies, there has been a growing emphasis on integrating IT operations into the most vital aspects of the business and on ensuring that technology plays a key role in future success.”

“The unfunny truth is that CEOs and CIOs too often act as though they are partners in an enormously uncomfortable marriage. That’s not to say that there hasn’t been some improvement, even significant improvement, in this relationship in recent years. In fact, at an increasing number of companies, there has been a growing emphasis on integrating IT operations into the most vital aspects of the business and on ensuring that technology plays a key role in future success.”

“A Web site has two sets of constituents: The customers who use it to get things done, and the employees of the organization that builds it. As site complexity grows, so does the difficulty of the task each group has to accomplish.”