Stories by Alice Dragoon

RBC Royal Bank is one of the few companies that actually gets it. Here's how the bank has grown its market share by courting specific customer segments, such as retired snowbirds and future doctors

Sure, you've got a million-dollar security battleship, but it's full of. . .

50-Cent Holes!

You can save money, increase revenues and generate loyalty when you let customers help themselves. But only if you do it right.

Meeting with customers on a regular basis gives CIOs fresh ideas on how to improve customer service and justify new systems

To arrive at collaboration, companies will need to get over their win-lose mentality, and solve a host of technical and cultural challenges. Here's a road map for the journey

Companies on the front lines of the phishing wars share tactics for making their sites spoof-proof and protecting online transactions.

It's the best kept secret for success: Marketing IT's achievements will boost its credibility, create transparency and might even help win instant approval for your next $2 million project

CBS IT worked faster, better and cheaper after it split into small teams. The key to its success: setting strong performance goals.

Companies are using business intelligence software for more than simple data mining. They're using it to identify hot sellers, cut costs and
discover new business.

How one corporate CIO persuades rather than commands.

Cirque du Soleil is more than aerial acrobatics and gymnastic symmetry. Behind the scenes, an information technology tour de force keeps the show running smoothly.

Companies spend a lot of money to acquire new customers. Poor service is the fastest way to lose them. Is your company's call centre doing everything it can to keep its customers happy?

Interpol's IS Director, Peter Nevitt, is the enemy of all the world's thugs, and IT is his weapon.

Most companies are just delving into the realm of customer relationship management. To help you visualise its potential, here's one view of CRM nirvana

Some British companies think sharing marketing data will help them find elusive links among chocolate-eaters, perfume-wearers and diaper-buyers.