Harvard Business Review

AUGUST 14, 2012

For all the mantras, encouragement, and even training companies provide in the name of improving customer service, the wrong performance metrics will undermine good intentions every time. Forrester). Lessons In Productive Procrastination (Fast Company). BUT ALL THE COOL KIDS HAVE ONE. Do You Really Need Big Data?

Forrester 14

Forrester Metrics Call Center Fashion 14

Harvard Business Review

NOVEMBER 8, 2016

Sales reps, according to Forrester , tend to prioritize a sales agenda over solving a customer’s problem. If organizations don’t change their outdated thinking and create effective sales models for today’s digital era, Forrester warns that 1 million B2B salespeople will lose their jobs to self-service e-commerce by 2020.

B2B 20

B2B Forrester Media Content 20

Harvard Business Review

APRIL 17, 2015

“Death of a B2B Salesman,” a new report from Forrester Research , lends urgency to the need for companies to rethink and radically transform their sales models by incorporating digital media into their processes. Contrary to what these findings — and Forrester’s prediction that “1 million U.S.

B2B 8

B2B Forrester Telemarketing Media 8

Harvard Business Review

FEBRUARY 13, 2014

Forrester Research estimates that Amazon loses between $1 – $2 billion on Prime annually, presumably this loss figure does not take into account the marketing benefit of higher sales. Citing higher shipping and fuel costs, Amazon recently announced plans to raise the price of Prime by $20 to $40 (roughly a 25 – 50% increase).

Library 10

Library Price Forrester Wilde 10

Harvard Business Review

AUGUST 21, 2014

Census Bureau, ComScore, eMarketer, and Forrester. E-commerce companies, like physical retailers, have wide-ranging cost structures and financial results. Amazon, whose results are similar to those of other e-commerce companies and divisions, has averaged only 1.3% Lower margins can come only from lower prices or higher costs.

Retail 8

Retail Price Forrester Merchandising 8

Harvard Business Review

MARCH 14, 2018

Conversations focus mainly on negotiating price and payment terms. Some 73% of 20- to 35-year-olds are involved in product or service purchase decision-making at their companies, according to a study of “millennial” buyers by Merit , with one-third reporting that they are the sole decision-maker for their department.

B2B 8

B2B Schein Forrester CRM 8

Harvard Business Review

JULY 13, 2015

At root, it’s a self-interested homage to rock bottom prices and free expedited shipping. cumulative shipping costs are greater than the $99 Prime price) for a particular member, the loss can be rationalized as a volume discount to a big-spending customer. And what does the company hope to achieve with Amazon Prime Day?

Retail 8

Retail Price Forrester Discount 8