Harvard Business Review

APRIL 18, 2011

The role exists in B2B and B2C firms as diverse as Allstate, Dunkin' Brands, USAA, Philips Electronics, FedEx, the Cleveland Clinic, and SAP. About one quarter of these CCOs formerly held operations positions. Who are these new customer experience executives — and why do companies appoint them? Consider one example.

B2C 14

B2C B2B Forrester Budgeting 14

Harvard Business Review

JULY 31, 2012

Sophisticated sales organizations now have the ability to combine, sift, and sort vast troves of data to develop highly efficient strategies for selling into micromarkets. In fact, we've found that micromarket strategy is perhaps the most potent new application of big-data analytics in B2B sales. Yet the payoff is huge.

B2B 13

B2B Chemicals Analysis B2C 13

Harvard Business Review

MARCH 22, 2017

Customers today are not just consumers; they are also creators, developing content and ideas — and encountering challenges — right along with you. Brocade’s Net Promoter Score went from 50 (already a best in class score) to 62 (one of the highest B2B scores on record) within 18 months. The results?

Creativity 14

Creativity Marketing Agility Budgeting 14

Harvard Business Review

DECEMBER 13, 2017

There are core competencies that every PM must have – many of which can start in the classroom – but most are developed with experience and good role models and mentoring. If the best PMs have well developed core competencies and a high EQ, does that mean that they are then destined for success no matter where they work?

Productivity 8

Productivity Products Core Competence Management 8

Harvard Business Review

MAY 4, 2016

He noted his accomplishments in several areas: strategy development and execution, branding and marketing, sales, partnerships, and IP. I transformed Axion’s all-things-for-all-customers mentality, establishing a profitable B2B focus that grew our revenue from less than $.75M 75M to more than $14.5M in four years. 5M to $10M.

Brand 8

Brand Press Release Marketing B2B 8

Harvard Business Review

JUNE 6, 2013

Second, there has been little motivation for Chinese firms to develop branding capability, in part because most top companies have not been in a competitive context in which branding was important. In addition, most of the very large firms in China are content to compete as B2B players where the value of branding is not obvious.

Brand 8

Brand Globalization Brand Management Long-term 8

Harvard Business Review

AUGUST 12, 2016

The 300,000 companies in the association’s data set have more than doubled their profits from operations over the past 13 years, outpacing their corporate counterparts in the country. These companies are dedicated to mutual technological leadership with their customers. This success is no blip. We sell shovels to gold seekers.”

Industry 8

Industry Long-term Short-term Class 8

Harvard Business Review

JUNE 16, 2014

“There needs to be an expectation within the team this is a shared leadership responsibility,” he says. When a team works well together, it’s because its members are operating from the same mindset and are clear about their goals and their norms,” says Schwarz. “If The group’s biggest issue was its disappointing B2B product suite.

Team 11

Team How To Case Study Open-book 11

Harvard Business Review

SEPTEMBER 22, 2011

In most larger companies, you'll need to generate roughly 200+ responses per operating unit per period. Bain research shows that leading companies can achieve 60% or better response rates in B2B companies and 30% or more in most B2C situations. Your CFO and finance team can take a leadership role here. Organized learning.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

N2Growth Blog

NOVEMBER 30, 2010

The problem with many sales organizations is that they still operate with the same principles and techniques they were using in the 60′s, 70’s and 80’s. Call me crazy, but I don’t want to talk to someone who wants to manage my account, develop my business, or engineer my sale.

Blog 373

Blog Ryan B2C Brand 373

Harvard Business Review

OCTOBER 5, 2015

These changes are driven by seismic shifts in consumer behavior and an explosion of both consumer- and B2B-facing technologies. When and how do we shift our businesses from legacy operating models to ones that better reflect the future? How do we maximize our creativity as an industry while integrating data-driven approaches?

Media 8

Media Advertising Audience Technology 8

Harvard Business Review

AUGUST 10, 2018

Those analyses rely on publicly available data sources, but software providers have accumulated growing amounts of private data on almost every aspect of their customers’ technology, operations, people, and strategies. Kensho uses not just raw financial data but data from all sorts of ‘alternative’ sources.).

Benchmarking 8

Benchmarking Software B2B GAAP 8

Harvard Business Review

DECEMBER 4, 2017

It’s common for leaders of sales teams to focus almost exclusively on short-term tactics and current operations while failing to think and act in a way that supports the longer-term needs of their businesses — and it’s hard to fault them. Splunk , a San Francisco-based B2B software firm, is a case in point.

Long-term 8

Long-term Short-term Team Succession 8

Harvard Business Review

DECEMBER 4, 2017

It’s common for leaders of sales teams to focus almost exclusively on short-term tactics and current operations while failing to think and act in a way that supports the longer-term needs of their businesses — and it’s hard to fault them. Splunk , a San Francisco-based B2B software firm, is a case in point.

Long-term 8

Long-term Short-term Team Succession 8

Harvard Business Review

OCTOBER 27, 2014

Apple has maintained a relatively high degree of control over how something is developed, and over how value can be captured from it, but the use and utility of its platform far exceeds anything that anyone at Apple could ever have imagined. Inside many companies, particularly in B2B settings, the notion of “liberation” remains challenging.

Innovation 8

Innovation Strategy Drucker Project 8