Strategy Driven
APRIL 20, 2019
First, it is a good idea to make sure that your customer service team, if you have one, has the right skills for your managing the needs of your customers. No amount of software or things like CRM can compensate for any shortcomings with your team’s customer service. customers’ needs. All Customers to Provide Feedback.
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. It’s a result of misguided strategy.
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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.
Harvard Business Review
JUNE 3, 2016
We know that when IT projects fail, it is usually not because the technology didn’t work (although this can sometimes be the case), but because the changes required at an organizational and employee level weren’t managed effectively. They often have to be made before the new digital system is introduced. In a major U.K.
Harvard Business Review
SEPTEMBER 21, 2016
Making the situation worse, many companies rely on customer relationship management (CRM) systems that use algorithms to generate sales plays following a trigger event. Worse, it did not account for supply chain disruptions that plagued the company and annoyed many customers.
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.
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.
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