From the Editor
Walter Wriston, retired Chairman and Chief Executive Officer of Citicorp, opens our winter issue. Mr. Wriston is an American management titan who foresaw that the commodity of banking was information rather than money and helped create the universe of digitized capital. Through an interview conducted by William D. Resiel, Assistant Professor of Management at St. John's University, Mr. Wriston shares his unique perspective on business leadership. In this informative and informal interview, readers will gain insight from Mr. Wriston's rich experiences concerning topics such as motivating talented young professionals, ensuring continuous organizational improvement, incorporating social responsibility into business decision-making, shaping public opinion through media relationships and managing organizational crises and failures.
Next, Dan T. Dunn, Jr. and Sidney C. Probstein offer suggestions for meeting the formidable challenges related to marketing high tech services. Their "funneling approach" provides down-to-earth, practical advice that addresses the unique problems faced by organizations trying to sell high tech services. If your firm has ever wondered how to coordinate activities among marketing managers, sales representatives, technical managers and senior-level managers as they fry to navigate their way through thousands of initial prospects to the final step of closing a deal for high tech services, you will benefit from the ideas presented here.
Leon B. Crosby, Raffaele DeVito and J. Michael Pearson contend that most dimensions of quality, and pursuant customer satisfaction, are not established permanently at the time of a sales transaction. Rather, many dimensions of quality can be managed by the seller over time. In their article, ideas are presented for influencing customers' perceptions of quality and value received after a sale.
E-businesses have developed to the point where they are moving beyond a cursory view of their customers and attempting to engage in rich customer relationships. …