Harvard Business Review

SEPTEMBER 22, 2011

TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. In most larger companies, you'll need to generate roughly 200+ responses per operating unit per period. Your CFO and finance team can take a leadership role here. But few could see much progress.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

JULY 14, 2017

Retailers like Walmart and Macy’s manage a supply chain, buying and reselling their own inventory. Let’s see what happens when we connect them rather than manage them — that is, focus on the links rather than the nodes. We normally think of people as something to be managed. Human capital. Intellectual capital.

Intellectual Capital 8

Intellectual Capital Strategy Supply Chain Business Model 8

Harvard Business Review

JANUARY 14, 2015

However, these executives are often operating in a silent state of continual overwhelm, and the predictable consequence is disengagement. Naysayers will dismiss this idea as too unwieldy to implement, but elite managers are already doing it on an ad hoc basis, and we’ve seen it work to powerful effect on a systemic scale.

CIO 8

CIO CFO Crisis Execution 8

Harvard Business Review

FEBRUARY 28, 2013

We learn who we are through what people say to us and about us," says Kathleen Reardon, a professor of management at the University of Southern California Marshall School of Business and author of Comebacks at Work: Using Conversation to Master Confrontation. What the Experts Say. And chances are that you sometimes perpetuate it too.

Reputation 8

Reputation Case Study Information CFO 8

Harvard Business Review

MAY 8, 2013

Henry was the senior vice president of operations. I''ve said it before, and I''ll say it again: The best path forward is to keep VillageCar separate — the operations, the branding, everything.". Later that afternoon Annabel Howard, Beacon''s CFO and Henry''s boss, leaned back in her chair. "I''m A Third Opinion.

Case Study 8

Case Study Brand How To Beyer 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. He’s just trying to manage the chaos and avoid catastrophe. Your business is a success, but you feel like a failure. Bottlenecks appear.

Company 9

Company IPO Price Loyalty 9

Harvard Business Review

MAY 17, 2017

Lee is accused of donating $36 million to nonprofit foundations operated by a friend of the former president in return for political favors. Andrew Fastow, the former CFO, was sentenced to six years in prison. In February Samsung’s de facto leader Lee Jae-yong was arrested on bribery charges. Lee has denied the charges.

Reputation 8

Reputation Crisis Loyalty Banking 8