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. Managers wanting to grow share of wallet and raise the productivity of their cross-selling efforts may have to confront longstanding practices that stand in the way. Just get started.

Insurance 8

Insurance P&L CRM Telecommunications 8

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.

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

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

JUNE 22, 2017

There has been even more stability in analytical leadership, change management, and culture, and in many cases those remain the toughest problems to address. 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.

Open-book 8

Open-book Software Supply Chain Technology 8

Harvard Business Review

FEBRUARY 8, 2016

In the early 1990s, executives and managers welcomed information technology — databases, PC workstations, and automated systems — into their offices. Managers noted historical trends and revised processes, and engineers developed code that was then baked into computing systems.

Process 8

Process Company Market Segmentation Early Adopters 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

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. Or in management parlance, when a brand provides better customer service, will customers reward that brand with greater loyalty or pay a price premium? But how valuable is it really?

Wireless 12

Wireless Airlines Brand Loyalty 12

Harvard Business Review

JANUARY 6, 2016

CRM), tools (e.g., data management, analytics), infrastructures (e.g., Finding banking customers: “Social media allows us to cost-effectively reach out to more prospects and showcase our services.” Systems (e.g., mobile, cloud), and information (e.g., Here are examples from several industries.

B2B 8

B2B Information Information Technology CRM 8

Harvard Business Review

DECEMBER 26, 2017

By doing so they avoid the delays associated with information and approvals traveling up and down the management hierarchy. an on-boarding manual for new employees, an instrument to monitor plant performance, a CRM tool). ” But which exactly are “only those tasks”? Perennity through detachment. brands and capital).

Decentralization 8

Decentralization Efficiency Mintzberg Operations 8

Harvard Business Review

OCTOBER 21, 2015

I’m convinced that the ingredient for the effective use of data and analytics that is in shortest supply is managers’ understanding of what is possible. And u nfortunately, there aren’t a lot of other good options out there for non-quantitative managers who want to learn about analytics. Managing Yourself Book.

Analysis 8

Analysis Supply Chain CRM Banking 8