Balanced Scorecard Marketing Metrics Operations 
Strategy Driven
JULY 13, 2011
We talked extensively in this book about how accounting profits or profit growth as a sole performance metric doesn’t lead to value creation. It turned out that the unit was driving profits by raising prices and cutting marketing and advertising expenditures. So while profits were rising and ROIC was high, market share was declining.
Harvard Business Review
DECEMBER 19, 2012
Customer care is often an operations function, but given its impact on customer experience, brand advocacy, and sales, companies should consider developing new reporting structures and governance processes that bridge operations, marketing, and the business units. The metrics. HBR Insight Center. Are You Giving up Power?
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Harvard Business Review
OCTOBER 5, 2012
So why do companies spend millions on big data and big-data-based market research while continuing to ignore the simple things that make customers happy? Big data is today's panacea, the great new hope for unlocking the mysteries of marketing. We all have. Shut down their customer service on weekends? But don't expect an easy payoff.
Harvard Business Review
DECEMBER 10, 2015
Five main factors make our clinical partnerships work: Joint operating committees that meet regularly. Take Silver Cross’s joint operating committee with RIC, which convenes on a quarterly basis to review Balanced Scorecard metrics on quality of care, patient experience, volume, and efficiency.
Harvard Business Review
DECEMBER 23, 2014
While some may argue that this is a limited view, we’d suggest it is far more representative than the board, and represents the reality of decades of corporate efforts (or lack thereof) to improve the balance of the sexes. Let’s also measure whether the leaders in question are in support functions or operational roles.
Expert insights. Personalized for you.
62 
Let's personalize your content