An article in Optimize Magazine points to a study by TowerGroup that claims:
Customer retention and satisfaction, as well as better competitive advantage among financial-services firms, are directly linked to use of business-process management practices.
There’s even a neat little graph under a section called The ROI of BPM that shows how the value of chasing a BPM project changes over time and eventually creates competitive value.
This is all pretty intuitive – the less you screw up the better your customer retention should be, right?
Anybody seen the TowerGroup report? How many cases did they study? Ron? This seems right up your alley…
I’ll gear this review to 2 types of people: current Zune owners who are considering an upgrade, and people trying to decide between a Zune and an iPod. (There are other players worth considering out there, like the Sony Walkman X, but I hope this gives you enough info to make an informed decision of the Zune vs players other than the iPod line as well.)