Harvard Business Review

OCTOBER 25, 2017

Selling products limits the revenues you can make from clients: Unless you are innovating and continually updating your product offering, customer attrition tends to be high, and incentivizing repurchases can be hard. For example, Philips sells high-tech medical devices. It now has around 10,000 operating projects. Sales force.

Project 8

Project Productivity Products Health Care 8

Harvard Business Review

DECEMBER 11, 2018

This coalition of market-oriented economies would make three fundamental demands. It is a deceptively simple example of what the Harvard-trained economist Mancur Olson popularized as the collective-action problem. doesn’t have the stomach to put up a big enough fight on its own to fully play out a war of attrition.

Policies 8

Policies Incentives Attrition Long-term 8

Harvard Business Review

JANUARY 9, 2014

Take, for example, a large media company we work with that invested in an internal social-networking platform for the commercial organization. Record growth and profitability, increased rep engagement, and near-zero attrition. The goal was to help sales reps exchange information about complex accounts. million in incremental revenue.

Team 8

Team Metrics Compliance Attrition 8

Harvard Business Review

MARCH 26, 2015

Starting a global engineering operation “essentially doubles the expense for 6-12 months,” says former Informatica CTO, James Markarian. While you can start an offshore location with non-critical responsibilities, unless responsibilities move upstream, you risk attrition. In fact, costs go up initially.

Offshoring 8

Offshoring CTO Company Engineering 8

Harvard Business Review

SEPTEMBER 22, 2011

In most larger companies, you'll need to generate roughly 200+ responses per operating unit per period. For instance, you can calculate the value of turning a detractor into a promoter, or use differences in attrition rates to assess the expected lifetime values of different customer groups. Organized learning.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

FEBRUARY 12, 2015

For example, Blackboard used animated visuals (a few of which are pictured below) to help rally people around an alternative vision of the future without worrying about requirements or legacy product issues. This is a product ethos built around emotional impact and attachment. Ground the design in emotional research.

Software 8

Software Supply Chain B2C Education 8

Harvard Business Review

DECEMBER 25, 2013

In a customer service center, for example, you would create scripts for every possible interaction. Bush took over American Express’s far-flung service operations in 2005. That kind of viral marketing would be invaluable in setting American Express apart from rivals and would power the company’s growth and profits.

Call Center 8

Call Center Attrition Cost Center Learning-by-Doing 8