Harvard Business Review

JUNE 5, 2018

Instead, he was told that the CEO would stay until the CFO developed the capabilities to succeed him, and Greg would be allowed to resign. The CEO acknowledged that Greg’s changes had improved performance, but he hadn’t won people’s loyalty and his style was mismatched with the company’s culture.

Supply Chain 11

Supply Chain CEO Kahneman Self-aware 11

Harvard Business Review

JULY 25, 2017

“The MROI of social media activity often looks very high if you only count financial resources, but if you look at the human resources required to develop content and respond to consumers’ posts 24/7, the number goes down,” she says. As a result, CFOs and CMOs are often at odds.

ROI 8

ROI Marketing Marketing Mix Short-term 8

Harvard Business Review

FEBRUARY 18, 2011

In today's economy, where the fast growth of emerging markets outpaces America and the developed world, if you haven't gone global yet, it's time to get moving. Local managers usually came, but so did others — perhaps also a crane operator who had just achieved his five-year loyalty award. We tried to be as inclusive as possible.

P&L 15

P&L Globalization CFO Operations 15

Harvard Business Review

JANUARY 14, 2015

Think about it: if I’m your boss and, in addition to helping you develop professionally, I also actively support you in adopting a child, or becoming fit, or taking a service trip with your daughter to Africa, I have profoundly changed the nature of our relationship and your advocacy for and loyalty to our team and organization.

CIO 8

CIO CFO Crisis Execution 8

Harvard Business Review

FEBRUARY 20, 2013

They too have struggled to operate in complex environments, and have developed the skills and expertise to overcome these challenges. As testimony to its success, the program has received a net promoter score of 87%, which is well above the 75% threshold for companies garnering world-class loyalty.

Entrepreneur 8

Entrepreneur Company Six Sigma Franchising 8

Harvard Business Review

SEPTEMBER 22, 2011

TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Your CFO and finance team can take a leadership role here. On the macro level, you can estimate the value of achieving customer loyalty leadership in terms of market share gains or revenue growth.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

NOVEMBER 9, 2012

Gene Morphis, former CFO of CVS and David's Bridal suggests: "There is an interesting intersection between risk management and innovation that emerges in the CMO-CIO interface." Data can spring from a number of places: loyalty cards, purchases, social media behavior, website analytics, surveys, etc. Find Common Ground.

CIO 8

CIO Chief Information Officer Norton Technology 8

Harvard Business Review

JULY 14, 2017

But platforms and networks can be developed in many different ways. Some are branded currencies , like the points in a loyalty program or the cash in an iTunes account or Starbucks mobile app. To achieve loyalty, most companies focus on managing their customer relationships. Insight Center. Crossing the Digital Divide.

Intellectual Capital 8

Intellectual Capital Strategy Supply Chain Business Model 8

Harvard Business Review

JANUARY 28, 2015

”) Delivering a consistent experience on the most common customer journeys is an important predictor of overall customer experience and loyalty. Here are our recommendations for how CMOs and COOs can develop a more collaborative working relationship: 1. Develop a shared vocabulary and shared metrics.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

JUNE 21, 2016

You used to be able to track everything with an Excel spreadsheet, personally designed by your CFO; now you’ve got an SAP installation in its place, supported by an entire IT department. It feels horrible: You’re scaling up aggressively and working harder than ever, but with each passing day you feel more overwhelmed.

Company 9

Company IPO Price Loyalty 9