Core Competence Disintermediation Innovation Succession 
N2Growth Blog
JUNE 14, 2010
Few things are more critical to your efforts in increasing your revenue growth and corporate sustainability than understanding the value of disruptive innovation. The most successful companies incorporate disruptive thinking into all of their business and management practices to gain distinctive competitive value propositions.
Harvard Business Review
NOVEMBER 21, 2011
How smart are customer-centric firms that effectively train complainers to disregard or disintermediate their contact centers? Dealing well with inquiries and complaints is, of course, an essential customer engagement core competence. Of course your organization should strive to handle complaints with efficacy and grace.
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