Harvard Business Review

JANUARY 6, 2016

CRM), tools (e.g., Finding banking customers: “Social media allows us to cost-effectively reach out to more prospects and showcase our services.” Too many sellers have wasted millions of dollars on sales technologies such as CRM systems and data warehouses that never lived up to their potential. Systems (e.g.,

B2B 8

B2B Information Information Technology CRM 8

Harvard Business Review

NOVEMBER 22, 2016

banking and insurance businesses. A similar story can be told in retail banking, insurance, credit cards, retail, and other industries. It’s a common misconception that a company must invest in new data warehouses or CRM systems before taking action. Just get started.

Insurance 8

Insurance P&L Telecommunications CRM 8

Harvard Business Review

JUNE 3, 2016

bank, for example, managers had to personally sign the business case for each benefit they were claiming a new CRM system would provide in order to show their commitment to realizing them. Assigning ownership increases accountability for both achieving the desired outcome and carrying out the activities needed to get there.

Tools 8

Tools Supply Chain CRM Technology 8

Harvard Business Review

MAY 15, 2012

Look at ING , a leading bank in the Netherlands, which sets about process improvement by first getting its employees to recommend changes, ideally in short iterations and with frequent feedback loops, to avoid depleting people's energy and to decrease the likelihood of going too far down the wrong path.

Process 12

Process Innovation Hammer Resistance 12

Harvard Business Review

OCTOBER 21, 2015

It’s most likely to come from your organization’s transaction systems such as financial systems, CRM, or order management. Many common analytical decisions, such as those about issuing credit by banks or insurance policies, are made entirely automatically. This type of data has probably been analyzed for many years.

Analysis 8

Analysis Supply Chain CRM Banking 8

Harvard Business Review

JUNE 22, 2017

They might draw from CRM systems to evaluate the lifetime value of a customer, for example, or optimize pricing based on supply chain systems about available inventory. In order to integrate with these systems, a component-based or “microservices” approach to analytical technology can be very helpful.

Open-book 8

Open-book Software Supply Chain Technology 8

Harvard Business Review

DECEMBER 26, 2017

Think, for example, of the internal audit or occupational safety functions in general, or the risk management function in banks, as the Basel III regulatory framework stipulates that this function should be “under the direction of a chief risk officer (CRO), with sufficient stature, independence, resources and access to the board.”

Decentralization 8

Decentralization Efficiency Mintzberg Operations 8

Harvard Business Review

DECEMBER 6, 2018

While some companies — most large banks, Ford and GM, Pfizer, and virtually all tech firms — are aggressively adopting artificial intelligence, many are not. Salesforce Einstein features within your CRM system) the fit with your business processes and IT architecture will require significant planning and time for adaptation.

Company 8

Company Maturity System Engineering 8

Harvard Business Review

JUNE 26, 2013

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. And given the complexities involved in building up competitive IT weaponry, businesses won by out-spending and out-resourcing their opponents.

Supply Chain 8

Supply Chain Competitive Advantage Information Technology How To 8

Harvard Business Review

FEBRUARY 8, 2016

A San Francisco-based business services company noted shortcomings in the traditional reengineered approach to its sales and marketing process, in which Customer Relationship Management (CRM) databases were scoured for potential leads using relatively static algorithms. The company reports a 50% improvement in call routing.

Process 8

Process Company Market Segmentation Early Adopters 8

Harvard Business Review

JANUARY 16, 2018

Businesses are understandably reluctant to share their CRM and sales data, and most research in this field has been based on surveys. Bottom-line pressure restricts what companies are able to provide without breaking the bank. Good customer service seems like common sense for businesses. But how valuable is it really?

Wireless 11

Wireless Airlines Brand Loyalty 11