Harvard Business Review

JUNE 16, 2015

If we use an automobile analogy, sales efficiency (SE) initiatives — like CRM, training, and KPI dashboards — improve the engine’s horsepower. Companies will spend about $30 billion on CRM alone by the end of 2015, according to Gartner. A confusion between efficiency and optimization plagues many sales efforts.

Productivity 8

Productivity Products CRM Efficiency 8

Strategy Driven

MAY 24, 2019

Knowing what all these metrics mean for your business and what action should be taken is the only thing which makes data collection worthwhile. What you measure should be dependent on what you want to optimise in line with the wider goals you have for your business. Make Sure You Measure The Right Thing. Use Segmentation Effectively.

Planning 68

Planning Six Sigma Metrics CRM 68

Harvard Business Review

DECEMBER 13, 2017

Because I teach a course on Product Management at Harvard Business School, I am routinely asked “what is the role of a Product Manager?” ” The role of a Product Manager (PM) is often referred to as the “CEO of the Product.” Defining and tracking success metrics. Performing market assessments.

Productivity 8

Productivity Products Core Competence Management 8

Harvard Business Review

JANUARY 9, 2014

Companies have long developed and managed their sales people differently from other employees, placing great emphasis on individual performance. The goal was to help sales reps exchange information about complex accounts. Its structure, skills, metrics, and rewards have mostly remained the same.

Team 10

Team Metrics Compliance Attrition 10

Harvard Business Review

MARCH 10, 2017

Yet much of the data from sources such as CRM reporting tools and time studies is self-reported, and thus inherently flawed. Months later, the company discovered that account managers were still spending only one-third of their time meeting with customers, despite self-reporting a higher share of time.

Software 10

Software Metrics CRM B2B 10

Harvard Business Review

DECEMBER 21, 2011

As sales took off, management continued to "share the wealth." Multiplexing to give customers many meaningful connections to the company: For example, an account manager maintains the customer relationship, specialists provide technical assistance, and service people keep the solution working. Some ways to do this include: 1.Multiplexing

Company 14

Company Market Penetration Long-term Short-term 14

Harvard Business Review

FEBRUARY 12, 2016

In 2013, we created a global Social Media Center of Expertise (CoE), staffed by about 600 people in five regions from the marketing, communications, and customer care teams, with the goal of enhancing the company’s market-based decision making (part of CEO Mary Barra’s mantra of earning customers for life ). Insight Center.

Media 8

Media Automotive Globalization Active Listening 8

Harvard Business Review

OCTOBER 13, 2014

By forcing organizations to clearly articulate their goals and then to rigorously judge their decisions by those metrics, experimental tests can help managers avoid costly mistakes and can open up the consideration of other possible solutions. Change management Human resources Operations' The change is a success, right?

Flextime 11

Flextime Call Center Human Resources CRM 11

Harvard Business Review

JULY 12, 2012

When I came to HubSpot five years ago, I had never run a sales team, so I didn't know the conventional techniques that sales managers use. Instead, I relied on my background as an MIT-trained engineer to create a system of hiring and development that relies on metrics and quantitative analysis. Both teams are on a monthly quota.

Team 14

Team Analysis CRM Quality 14

Harvard Business Review

AUGUST 5, 2015

The typical funnel starts with a marketing-generated lead for a “suspect” that, after qualification, becomes a “prospect,” and then a customer through steps that are measured and managed. That is, core solution-selling and account-management skills still matter.

B2B 8

B2B AIDA AIDAS Disintermediation 8

Harvard Business Review

OCTOBER 16, 2018

ConnectMe leverages the world’s leading CRM cloud solution, Salesforce, to help organizations navigate the changing workplace and deliver an exceptional employee experience. How are those changes impacting business leaders, and what does that mean for human capital management? Jody Kohner, Salesforce. Angelia Herrin, HBR.

Technology 10

Technology Consultative Content Human Capital 10