Harvard Business Review

MAY 5, 2016

This painful decision cost tens of thousands of jobs but proved strategically, organizationally, and culturally essential to the company’s future success. The company will also eliminate a key chipset in the difficult tablet and smartphone market. But the past is merely a prologue.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

FEBRUARY 9, 2011

For instance, 82 percent of the companies on Fortune's 2011 100 Best Companies to Work For list offer telecommuting options. Frontier Communications, for example, has found that work-at-home agents are 25% more productive and have double the retention rate of work-in-the-call-center agents. They're spreading far and wide.

Productivity 14

Productivity Products Real Estate Bottom-up 14

Harvard Business Review

AUGUST 5, 2014

That isn’t easy, but the payoff is worth it: Our most recent research shows that companies with excellent marketing capabilities outperform the market with 2-3X greater revenue growth. Yet, only 30 percent of companies believe they understand their customers’ needs well enough to identify what initiatives will drive growth.

P&L 9

P&L Banking Marketing Call Center 9

Harvard Business Review

AUGUST 31, 2018

They also generate $1 trillion as consumers and $361 billion in revenue as entrepreneurs, launching companies at 4x the rate of all woman-owned businesses. Developing a diverse leadership pipeline can benefit companies in all sectors. And what factors helped or hindered advancement in their organization?

Management 11

Management Tacit Knowledge Diversity Leadership Pipeline 11

Harvard Business Review

MARCH 23, 2012

Yet, when it comes to the workforce — one of a company's most expensive and valuable assets — too many executives rely on hunches, making decisions without making use of relevant data. Thankfully, in the course of researching our new book, my coauthors and I found several companies that don't fall victim to the Gradgrind effect.

Metrics 12

Metrics Parcell Call Center Productivity 12

Harvard Business Review

FEBRUARY 9, 2011

It may seem counterintuitive, but smart companies need to routinely rid themselves of less profitable customers, the same way an asset manager or rebalances an investment portfolio or a Major League Baseball general manager trades a declining player. We call these people Cost Center Consumers, and they come in two flavors.

P&L 14

P&L Supply Chain Retail Price 14

Harvard Business Review

MAY 8, 2017

Companies that claim to be “transforming” seem to be everywhere. Before describing those, let’s look at how we identified the exceptional firms that rose to the top of our ranking, a group we call the Transformation 10. How successful has the company been at creating new products, services, and business models?

Franchising 14

Franchising CEO Business Model Strategy 14

The Horizons Tracker

OCTOBER 25, 2023

Large Language Models (LLMs) such as ChatGPT are disrupting the finance world, as exemplified by Morgan Stanley’s experimentation with an OpenAI-powered chatbot to assist their financial advisors. As LLMs progressively permeate the finance industry, it is crucial to thoughtfully embrace and adapt to this transformative shift.

Finance 114

Finance Power Early Adopters Call Center 114

Harvard Business Review

APRIL 27, 2015

At least that’s better than the 70% of companies that plainly ignore complaints on Twitter. Yet, despite the urgency of getting it right—and the ample time that companies have had to figure it out—most corporations have an empathy deficit. We analyzed 350,000 tweets across 300 companies. call centers).

Company 8

Company Airlines Brand Analysis 8