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A new body of best practices to fully exploit these benefits. Background and definitions We are in an era of growing customer centricity, facilitated by the constant development of information and telecommunication technologies, that are changing the balance of power between suppliers and clients in favor of the latter. Clients are much better informed about…
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“Luck is blind, but bad luck can see very well, and often takes aim” (Roberto “Freak” Antoni) I had to give up with the translation of another aphorism, due to the impossibility of playing with a specific Italian word which is much more picturesque than “chance” and can be interpreted in different ways in the…
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“If I cannot do great things, I can do small things in a fantastic way!” (Martin Luther King Jr.) With this aphorism Martin Luther King was specifically referring to the excellence in doing any type of things (Doing things right), more than to the choice of the right things to do (Doing the right thing),…
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