To truly succeed as a company in the new Software as a Service / On-Demand ecosystem, SaaS thinking must be embedded in the very DNA of every employee on every level throughout the company. But what does SaaS DNA actually look like, and what does it mean in the context of organizational transformation?
Instead of claiming to be a "World Class" customer contact center, go for the gold, the enhanced profitability that comes from being legendary. The key is aim and follow-through, just like in baseball or golf. Does your company have what it takes to be legendary?