Harvard Business Review

AUGUST 24, 2016

For all the emphasis placed on customer relationships these days, very few large organizations really understand how to manage them. As a consultant, I’ve seen dozens of CRM implementations in a wide range of organizations, and consistently find that they fail more than they succeed. Measuring Marketing Insights.

CRM 8

CRM Execution CTO Metrics 8

Harvard Business Review

NOVEMBER 23, 2015

Marketing has entered its “uncanny valley” moment. Some marketing efforts give off the same vibe, like that creepy feeling when a casual online search leads to a glut of ads for the same pair of boots or getaway destination. Sales & Marketing. And that’s off-putting. It’s worth trying to get right.

Marketing 8

Marketing Content Supply Chain CRM 8

Harvard Business Review

JANUARY 29, 2013

Managements may want to dramatically improve productivity but they're decidedly mixed about comparably increasing their accountability. Of course, engineering design and test should be held accountable, but more sophisticated data-driven analytics makes the cost-driven, compliance-oriented supply chain employee culpable, as well.

Resistance 8

Resistance Organization Supply Chain 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. Worse, it did not account for supply chain disruptions that plagued the company and annoyed many customers.

Team 8

Team CRM Supply Chain Insurance 8

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

AUGUST 1, 2012

To find out what kind of people succeed in sales, and the kinds of skills they need to have, we carried out interviews with thought leaders in selling and sales management in the U.S. Across all the research we have done in sales and Key Account Management, trust is repeatedly cited by customers as important in their selection of a supplier.

Skills 15

Skills Supply Chain CRM Training 15

Harvard Business Review

JULY 3, 2015

Although the Net Promoter Score (NPS) is a market standard, customer promotion alone can’t sustain a co-creation model. Example: Carol owns a small business and needs a customer relationship management (CRM) platform. Example: Jim’s firm has used the same CRM software for ten years.

CRM 8

CRM Brand Business Model Intangible Assets 8