Harvard Business Review

JUNE 4, 2015

I and others believe that the recession may have precipitated or accelerated certain long-term changes in employment patterns that will mean slower job creation, lower total returns to labor, higher skill requirements, and issues with income inequality. Basic financial services and content management could follow soon.

Technology 8

Technology Offshoring Marketing Health Care 8

Harvard Business Review

OCTOBER 10, 2017

Precision made it easy for managers to oversee their employees. Every spot on every line was visible to managers. But Bernstein and his team observed that when managers were not watching, employees secretly developed and shared better ways of doing the work. These stats were reviewed by managers every week.

Organization 10

Organization Tactics Call Center Metrics 10

Harvard Business Review

JULY 19, 2013

For my company, I focused on a big market and found a profitable and attractive niche. Your projections for the business should not be wildly optimistic so you can manage your expectations and those of any partners. Plan for a realistic amount of sales and interest so you can conservatively manage your finances.

Entrepreneur 8

Entrepreneur Hotels Travel Call Center 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. But we needed to meet immediate needs, too. The Second Crisis: Customers.

Crisis 8

Crisis Long-term Short-term Crisis Management 8

Harvard Business Review

NOVEMBER 6, 2015

Insight Center. The New Tools of Marketing. Yet ad blockers have been around almost as long as online advertising — certainly as long as we’ve had browser add-ons and extensions. For example, look for new ways of setting terms of engagement that we each assert in our dealings online. As did use.

Advertising 8

Advertising CRM Long-term Short-term 8

Harvard Business Review

AUGUST 28, 2017

And we expect at least a portion of current AI piloters to fully integrate AI in the near term. Thirty percent of early AI adopters in our survey — those using AI at scale or in core processes — say they’ve achieved revenue increases, leveraging AI in efforts to gain market share or expand their products and services.

Survey 10

Survey Execution First-mover Advantage Technology 10

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

FEBRUARY 3, 2016

By making such a bet, IBM will face much greater resistance than Gerstner faced, both internally (business units protecting turf) and externally (investors decrying the poor short-term results and future risks). Insight Center. To address medium-term opportunities, IBM formed partnerships with hospitals (e.g.,

Venture Capitalist 8

Venture Capitalist Short-term ROI Long-term 8

Harvard Business Review

DECEMBER 13, 2013

I spent more than four hours listening in to client support calls at the call center. To say they were surprised is an understatement: Many CEOs never visit the call center, and virtually none do it their first afternoon on the job. So, what I do on my first day? I see this all too frequently.

Call Center 10

Call Center Learning-by-Doing CEO Planning 10

Harvard Business Review

MAY 2, 2012

Mid-tech, low-tech and no-tech firms have been doing the same thing for a long time with enablers such as toolkits or modular products that allow add-on's and customization. Building communities for the purpose of marketing to them is a hot subject, but inherently dubious. Managers Don't Really Want to Innovate.

Company 14

Company Software Call Center Innovation 14

Harvard Business Review

AUGUST 31, 2016

In our ongoing study, we investigate this dynamic in the context of retail tracking, to understand how data collection about customers can impact how retail workers are managed. This concept has a long history in retail. These data also figure into the way managers assign and direct staff.

Retail 8

Retail Software Long-term Technology 8

Harvard Business Review

JULY 19, 2013

I experienced a similar asymmetry when a credit-card company informed me that the terms and conditions for claiming hotel rewards had changed. If a call center is busy, don''t tell customers the hold time is five minutes and then, after four minutes (as higher-priority customers enter the queue), revise that to 10 minutes.

Airlines 8

Airlines Hotels Loyalty Call Center 8

Harvard Business Review

DECEMBER 18, 2013

Managers acquiring talent have been using social media to research job applicants for several years now, but they’ve begun to source and engage potential job candidates from social networks as well. An HBR Insight Center. The American Way of Hiring Is Making Long-Term Unemployment Worse. Mobile Recruiting Apps.

Company 10

Company Media Engineering Software 10

Harvard Business Review

OCTOBER 19, 2016

If you’re already using Salesforce CRM offerings and want to ease into smarter processes for sales, marketing, and service, this seems like one of the easiest ways to do it. If you’re using any of these vendors’ offerings, before long it will probably be harder to avoid cognitive features than to use them.

Organization 8

Organization Software CRM Technology 8

Harvard Business Review

MAY 30, 2017

Jacobi went for a long walk in Riverside Park and happened to bump into Or Shani, CEO of an AI firm, Adgorithms. After discussing Jacobi’s sales woes, Shani, suggested he try out Albert, Adgorithm’s AI-driven marketing platform. It wasn’t enough. Jacobi decided he’d give Albert a one-weekend audition.

ROI 12

ROI Tools Marketing CRM 12

Harvard Business Review

MAY 13, 2015

Doing this, in turn, will help them build more purposefully direct, longer term relationships with consumers and create more sustainable value. Brand marketers must demand change from their own media-buying ecosystem. The lines between software and marketing are likely to blur, so the old boundaries can no longer apply.

Brand 8

Brand Disintermediation Media Metrics 8

Harvard Business Review

APRIL 12, 2012

In Adam Smith's terms, we do not employ them. The other is a lack of what we could bring to the market's table — besides money — if we were full-fledged customers. In fact there are already dozens of developers working on customer empowerment, through a new category of tools called VRM, for Vendor Relationship Management.

CRM 13

CRM Advertising Call Center Business Intelligence 13

Harvard Business Review

MARCH 17, 2016

All-inclusive global talent market. Organizations and workers balance long-term bets and flexibility under uncertainty by engaging automation to adapt to frequent changes and rapid skills obsolescence. Technology evolves, but management and workplace arrangements evolve more slowly. Human-automation collaboration.

Human Resources 8

Human Resources Technology Globalization Trends 8

Harvard Business Review

NOVEMBER 9, 2016

To be sure, these roadblocks to further trade and investment will damage Mexico’s economy in the short and medium terms. However, I fear that Mexico continuing its existing trade-based economic strategy will not necessarily produce different results in the long term — as it wouldn’t for any other developing country.

Cooper 12

Cooper Long-term Industry Health Care 12