Strategy Driven

MAY 4, 2016

A few years ago when shipping giant United Parcel Service (UPS) adopted the clever marketing slogan “Moving At The Speed Of Business,” it resonated well with the public because keeping up with the pace of change can be incredibly tough. How do you keep the machine working even when sometimes key components are missing?

Succession 50

Succession Management Parcell Call Center 50

Strategy Driven

JANUARY 2, 2015

The ‘brand’ is a marketing term. ‘Customer care’ means that customer service is palmed off on some call center. Customer experience” comes right out of marketing surveys, which rarely ask for real feedback or share the findings with company decision makers. About the Author.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Strategy Driven

OCTOBER 7, 2016

As a reaction to industrial reforms and the strength of unions, a Hard Nosed style of leadership was prominent from 1910-1939, management’s attempt to take stronger hands, recapture some of the Captain of Industry style and build solidity into an economy plagued by the Depression. In this era, business started embracing formal planning.

Management 70

Management Hostile Takeover Management by Objectives Objective 70

Strategy Driven

APRIL 24, 2014

This is leadership! Instead of having an odd man out, I kept an old, beat up call center chair and my team got the good chairs until mine could be replaced. CEO Jason Levesque, a US Army veteran and entrepreneur, founded Argo Marketing in 2003, and has become a widely respected Maine business owner.

Development 60

Development Team Loyalty Due Diligence 60

Strategy Driven

DECEMBER 18, 2015

As a reaction to industrial reforms and the strength of unions, a Hard Nosed style of leadership was prominent from 1910-1939, management’s attempt to take stronger hands, recapture some of the Captain of Industry style and build solidity into an economy plagued by the Depression. In this era, business started embracing formal planning.

Hostile Takeover 50

Hostile Takeover Management by Objectives Objective Scientific Management 50

Harvard Business Review

OCTOBER 10, 2017

In Precision’s case, good tactical performance required developing rules, checklists, and standard operating procedures and then following them closely. A great salesperson will operate much more efficiently with a defined process for reaching out to prospects. We made a number of operational changes to the call center.

Organization 13

Organization Tactics Call Center Metrics 13

Harvard Business Review

AUGUST 5, 2014

Instead, the last few years have seen a proliferation of C-suite titles that include a component of marketing. This diversity reflects not only a deepening understanding of the connection between growth and customer satisfaction, but a much greater awareness of what marketing can do to help forge that bond.

P&L 10

P&L Banking Marketing Call Center 10

Harvard Business Review

JULY 19, 2011

While it may not be intuitive to global readers, I see many similarities between Samsung's transformation from local leader in Korea to major player on the world stage and our own journey in building the United Bank for Africa into a group that operates in 20 countries and on three continents.

Venture Funding 12

Venture Funding Banking Participative Globalization 12

Harvard Business Review

JUNE 20, 2014

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. It must be marketing. And she put marketing in charge of an organization-wide growth program. Who should lead our transformation?

CEO 8

CEO Marketing Hotels Long-term 8

Harvard Business Review

AUGUST 31, 2018

Developing a diverse leadership pipeline can benefit companies in all sectors. And yet black women’s advancement into leadership roles has remained stagnant , even as the number of them in professional and managerial roles has increased. How People Get Ahead. What were the critical events, and what lessons did they learn?

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

Harvard Business Review

MAY 5, 2016

” That clean-sheet perspective emboldened Intel’s leadership to abandon memory and focus on microprocessors. Stagnant growth in its core PC market recently led Intel to announce layoffs of roughly 12% of its workforce. The company will also eliminate a key chipset in the difficult tablet and smartphone market.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

DECEMBER 25, 2013

Bush took over American Express’s far-flung service operations in 2005. He was suddenly responsible for many thousands of call-center employees. Leaders kept a tight rein on costs, with goals for reducing average call time, improving customer satisfaction levels, and driving more service volume to the Web.

Call Center 9

Call Center Attrition Cost Center Learning-by-Doing 9

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

NOVEMBER 29, 2017

It tested our crisis management and leadership skills beyond what we could have foreseen or prepared for, demonstrating that in a large-scale crisis, it’s how you react to its real-time situations that determines the speed at which you can begin to rebuild. Here’s how we did it. The First Crisis: Employees.

Crisis 8

Crisis Long-term Short-term Crisis Management 8

Harvard Business Review

AUGUST 28, 2017

And AI success stories are becoming more numerous and diverse, from Amazon reaping operational efficiencies using its AI-powered Kiva warehouse robots, to GE keeping its industrial equipment running by leveraging AI for predictive maintenance. Without support from leadership, your AI transformation might not succeed.

Survey 11

Survey Execution First-mover Advantage Technology 11

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

AUGUST 15, 2016

The linked system allowed for more insight into customers, and managers could use the information to coach employees, to assess whether they had the right tools and resources, and to identify people with innovative ideas and leadership potential. Insight Center. Measuring Marketing Insights. Turning data into action.

Survey 8

Survey Retail System Automotive 8

Strategy Driven

DECEMBER 15, 2010

SAS – Providing organizations with THE POWER TO KNOW ® SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Ed holds a Master of Science degree in Operations Research and a Bachelors degree in Mathematics.

Resources 50

Resources Process Constraint Objective 50

Harvard Business Review

OCTOBER 26, 2016

Instead she was ramping up mobile-banking operations—which competitors were also doing—and looking to experiment with something more innovative: partnerships with supermarkets and electronics stores that would allow FDM to set up kiosks within them. Will we all be working out of call centers or supermarket kiosks next year?

Case Study 8

Case Study CEO Banking Agility 8

Harvard Business Review

MARCH 17, 2016

Beyond traditional hierarchies and contracts, networks and social and external collaborations will make leadership more horizontal, shared, and collective. All-inclusive global talent market. This quadrant might include work where employees are colocated and the operations and workers are easily accessible through physical connections.

Human Resources 8

Human Resources Technology Globalization Trends 8