CustomerThink has published a post by ClickFox's CEO, Marco Pacelli, titled "Get Past the Yes Man."

It’s every executive’s fear: Their direct reports paint a picture of healthy, high-performance business segments. But in reality, these reports are downplaying the major issues and the executives have no reliable source to give it to ‘em straight. Getting a complete view of how a customer interacts with a business – online, in retail sites, and through call centers…