Harvard Business Review

JUNE 14, 2017

Many of the world’s biggest companies operate in silos — for example, their customer service and sales departments do not share a customer relationship management (CRM) database , and employees don’t collaborate around the customer to ensure a powerful customer experience. That’s not a great customer experience.

CRM 10

CRM Banking Learning-by-Doing Wilde 10

Harvard Business Review

DECEMBER 6, 2018

Instead they are waiting for the technology to mature and for expertise in AI to become more widely available. They are planning to be “fast followers” — a strategy that has worked with most information technologies. Even more recent technologies like deep learning are based on research that took place in the 1980s.

Company 8

Company Maturity System Engineering 8

Harvard Business Review

OCTOBER 13, 2016

But just when we’ve sorted out preferred management routines, there is an entirely new landscape emerging with technology options central to the work and possibly your business model: work automation. How, when, and where should leaders be thinking about applying the various automation technologies to their businesses?

Disaggregation 8

Disaggregation Insurance Technology CRM 8

Harvard Business Review

MAY 22, 2015

Our ongoing obsession with data and analytics technology, and our reverence for the rare data scientist who reigns supreme over this world, has disillusioned many of us. AI is the first technology to make personalized, “audience of one” communication a reality. Big data is about to get a big reality check.

Benchmarking 8

Benchmarking Analysis Report CRM 8

Harvard Business Review

AUGUST 15, 2014

It’s become commonplace for observers to tout the transformative potential of digital technologies and bemoan the allegedly slow pace at which companies support these initiatives. And is the key to success here the technology, or fundamental segmentation and buying-process criteria? are picking up steam.”

Media 11

Media ROI McKinsey Survey 11

Harvard Business Review

JANUARY 29, 2013

While discussing a Harvard colleague's world-class work on how big data and analytics transform public sector effectiveness, I couldn't help but ask: How many public school systems had reached out to him for advice? The mathematics and technologies of sophisticated analytics are increasingly well understood. His answer surprised. "I

Resistance 8

Resistance Organization Supply Chain CRM 8

Harvard Business Review

NOVEMBER 9, 2015

In fact, of all the companies that ask for our advice in choosing software for their service and support departments, 64% have no dedicated system in place. When a company’s CRM or service software doesn’t track all interactions and tie them together across all channels (email, phone, social media, live chat etc.)

CRM 8

CRM Loyalty Software Brand 8

Harvard Business Review

JULY 27, 2017

This meant that the company was leaving out huge innovation potential — thousands of startups with billions of funding — that could help BMW innovate anything from core vehicle technology (batteries, sensors, artificial intelligence software) to manufacturing innovations (internet of things, cybersecurity, robotics).

Venture Capitalist 8

Venture Capitalist Meyer Innovation Fixed Costs 8

Harvard Business Review

MARCH 18, 2015

For example, 52% of high- performing salespeople indicated they were power users who take full advantage of their company’s CRM technology and internal systems compared to only 31% of underperforming salespeople. Situational dominance. While dominance is commonly associated with brute force, this is not the case in sales.

Comparison 8

Comparison Morale CRM Influence 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. But the formula that we like to use is that if you take one part culture, one part technology, and one part data, you will ultimately drive more engagement.

Technology 10

Technology Consultative Content Human Capital 10

Harvard Business Review

MARCH 23, 2015

We’ve hit a point of acceleration in video and wearable technologies that provide us with information that we’ve never had in the past about how to optimize player performance. If you could give your younger self one piece of career advice, what would it be? Learn how to run a regression analysis!

Price 8

Price Team Sports Franchising 8

Harvard Business Review

MARCH 27, 2015

Now that everything we do at work can be observed, measured, tracked, and reported — thanks to sensing technologies and cheap processing power — more organizations are relying heavily on “the data” to manage employees’ performance. He implemented it last year with an interesting twist.

Sports 8

Sports Metrics Retail CRM 8