Strategy Driven

JANUARY 14, 2016

I’m selling insurance. Here is another one: Halfway into a sales call, my client got hooked on his own agenda and didn’t hear reality: Prospect: Well, we don’t have a CRM system that operates as efficiently as we would like, but our tech guys are scheduled 3 years out and our outsourcing group’s not available for another year.

Succession 50

Succession CRM Case Study Efficiency 50

Harvard Business Review

NOVEMBER 22, 2016

banking and insurance businesses. Those events trigger USAA to contact the customer at just the right time, with just the right offer, such as auto insurance when a customer’s daughter is about to turn 16. Digital channels now allow companies to fine-tune marketing messages based on observed behavior.

Insurance 8

Insurance P&L Telecommunications CRM 8

Harvard Business Review

SEPTEMBER 21, 2016

Looking at one metric for gauging customer advocacy, the Net Promoter Score, promoters are worth nearly three to seven times more in lifetime value than detractors, depending on the market. One large property management company implemented a feedback system last year for its office and retail customers.

Team 8

Team CRM Supply Chain Insurance 8

Harvard Business Review

MAY 16, 2017

So here’s how she made sure her résumé attracted the attention of hiring managers when she started applying for chief administrative officer (CAO) positions. Manage junior staff and evaluate performance. Manage and evaluate performance of work-study students and graduate assistants.

COO 9

COO Chief Operating Officer Transportation Real Estate 9

Harvard Business Review

DECEMBER 21, 2011

Marketing designs the promotional campaign. A sales model that pays salespeople almost entirely on commission and gives them exclusive "ownership" of customers often works for a while for products in unsaturated markets. As sales took off, management continued to "share the wealth." Your R&D group develops a unique new product.

Company 14

Company Market Penetration Long-term Short-term 14

Harvard Business Review

MAY 22, 2015

Typically, marketing teams toil every quarter to document portfolio performance and add commentary (see an example here ). For instance, the report could be a bulleted list of key findings for portfolio managers who just need the facts, or it could be a lengthy detailed summary to meet an investor’s needs.

Benchmarking 8

Benchmarking Analysis Report CRM 8

Harvard Business Review

JUNE 19, 2015

For example, it is a systemantic problem that the typical automated operations system (including Enterprise Resourcing Planning, Customer Relationship Management, e-commerce, and e-business solution systems) is unable to complete a whole process, end-to-end. Poppy hands over the exceptions to her human teammates for processing.

Case Study 8

Case Study Software Process Operations 8