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Competitive analysis is often treated as an exercise in information gathering. In reality, its value lies in sense-making — identifying patterns, shifts, and implications that inform where you should focus next.

Why is customer service apparently on the decline, how is this impacting business and consumer alike, and what can we do about it?

This article discusses Galileo's Square-Cube Law and its implications on the growth of an organization.

I have been on and off the phone with Google AdWords Express technical support for the last 20 hours and this has been an experience in...