Harvard Business Review

JANUARY 16, 2018

Businesses are understandably reluctant to share their CRM and sales data, and most research in this field has been based on surveys. We offered a similar exercise for wireless service customers. We found similar results for wireless carriers. Good customer service seems like common sense for businesses.

Wireless 12

Wireless Airlines Brand Loyalty 12

Harvard Business Review

JUNE 26, 2013

The original IT department was formed to centralize a unique expertise that could purchase, implement, and manage technology in the enterprise. Only the largest of enterprises could afford the best technologies, and even for those with the largest bank accounts, IT strategies were limited to basics like CRM , ERP , or email.

Supply Chain 8

Supply Chain Competitive Advantage Information Technology How To 8

Harvard Business Review

FEBRUARY 12, 2016

In 1933, General Motors President and CEO Alfred Sloan established the automobile industry’s first full-time consumer research department under the direction of Henry “Buck” Weaver, a pioneer in market-based decision making. To foster even greater collaboration between the functional areas, we relocated the U.S.

Media 8

Media Automotive Globalization Active Listening 8