Budgeting Customer Loyalty Leadership Technology 
Harvard Business Review
AUGUST 7, 2017
Recruited from outside the organization, she faced multiple problems: The business was losing money, costs were bloated, customer loyalty was fading, and key talent was defecting. ” Others would blame their antiquated technology’s inability to generate reliable reports. One asked, “Are you calling me a liar?”
Harvard Business Review
NOVEMBER 22, 2017
A new operating model also requires a governance structure and leadership model so leaders know how they will exercise operational control and inspire employees—and hold themselves accountable for doing both. How do they ensure someone owns each customer experience or “journey” on an end-to-end basis?
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