Harvard Business Review

MAY 3, 2018

There was no need to make a telephone call to a distant operator; all the farmer needed to do was log in and order. Farmers, alone for hours on end in the fields driving their tractors, looked forward to calling the operator to place their orders. Strava engineered social motivation for athletes.

Simon 8

Simon Call Center Motivation Metrics 8

Harvard Business Review

DECEMBER 6, 2012

Chris Plescia, Marketing, Collaboration and Corporate Internet Solutions BSA Leader, told me that they are moving from an information "push" environment — sending out lots of messages on things workers need to know — to a "pull" environment, where workers search for information they need, get answers to questions, or access services.

Process 8

Process Examples Strategy Six Sigma 8

Harvard Business Review

JUNE 20, 2014

When Deborah DiSanzo took over as CEO of Philips Healthcare in May 2012, she knew that engineering would continue to drive innovation. But she also realized that the company needed to develop greater marketing muscle to drive a commercial transformation. As she put it, “Our markets are going through dynamic change.

CEO 8

CEO Marketing Hotels Long-term 8

Harvard Business Review

JUNE 16, 2016

Since 2011, General Electric has publicly stated it would spend more than $1 billion on developing sensors, wireless devices, and related software to install on its aircraft engines, power turbines, locomotive trains and other machinery. The call center logs customer complaints. Insight Center. Sponsored by Accenture.

Productivity 8

Productivity Products Wireless Technology 8

Harvard Business Review

MAY 8, 2017

In a study of S&P 500 and Global 500 firms, our team found that those leading the most successful transformations, creating new offerings and business models to push into new growth markets, share common characteristics and strategies. The same was true of Adobe’s Shantanu Narayen. The result was the Booking.com platform.

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

NOVEMBER 6, 2015

Insight Center. The New Tools of Marketing. And tracking has become steadily more prevalent as marketing’s appetite for “big data” and “personalized” ad messages has grown from hunger to gluttony. This is an economy driven more by actual customer intentions than by expensive marketing guesswork.

Advertising 8

Advertising CRM Long-term Short-term 8

Harvard Business Review

DECEMBER 2, 2013

And yet today’s top marketers are combining technology and teamwork to generate extraordinary results. Their insights and experience suggest five marketing capabilities that in their most refined form border on superpowers. Extraordinary marketers are amazing listeners. Retailers have stores, call centers, and e-commerce.

Marketing 13

Marketing Teamwork Technology Information Technology 13

Harvard Business Review

SEPTEMBER 18, 2015

and China, it has a large population of engineers and factory workers, its intellectual property is widely respected, and it is easy to find English-speaking managers there. India was one of the first expansion markets for Abbott, after Canada and the U.K, American success stories in India. billion in sales. billion population.”

Supply Chain 8

Supply Chain Decentralization Automotive Globalization 8

Harvard Business Review

JUNE 7, 2017

By contrast, companies with strong basic analytics — such as sales data and market trends — make breakthroughs in complex and critical areas after layering in artificial intelligence. First, managers should ask themselves if they have automated processes in problem areas that cost significant money and slow down operations.

Company 13

Company Telecommunications Retail Supply Chain 13

Harvard Business Review

FEBRUARY 17, 2015

Distinct from marketing and sales operations, presales provides a specific set of activities that lead to qualifying, bidding on, winning, and renewing a deal. One presales team helped a building materials supplier improve its qualification rate by using order histories of existing customers and analyses of prospective markets.

Call Center 8

Call Center Telecommunications Engineering Quality 8