Harvard Business Review

JANUARY 28, 2015

If it’s all about the operations then you lose sight of the customer. Rather than measuring marketing KPIs or operations KPIs, focus instead on the more customer-oriented journey KPIs, such as lifetime margin. Once the drivers of the costs of the journey are understood, marketing can work with operations to address them.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

MARCH 13, 2013

Its primary social metric is the number of lives reached in base-of-pyramid markets. Brian Trelstad, Acumen's former CIO, is blunt about why not: it's complicated, expensive, and often impractical for early-stage enterprises. The MCC's approach is even more complex as it operates on a 20-year time horizon.

Long-term 8

Long-term Due Diligence Metrics Cost-Benefit Analysis 8

Harvard Business Review

JUNE 16, 2015

He told me about the days, decades ago, when he first ran into a new breed of executive and thought, “What the heck is a CIO?” The issues in each of these buckets require new leadership, or at least a rethinking of it in the highest ranks of companies, and deep operational changes. The Future of Operations.

Constraint 8

Constraint Supply Chain Resources Operations 8

Harvard Business Review

JUNE 23, 2017

D&A should be the pulse of the organization, incorporated into all key decisions across sales, marketing, supply chain, customer experience, and other core functions. Increase market share? Once they addressed those needs, the company was able to use the great platform to achieve significant savings in operating costs.

Organization 8

Organization How To Supply Chain Technology 8

Harvard Business Review

DECEMBER 4, 2013

Much as war is too important to be left to the generals, the business of network effects is too valuable to be entrusted to the CMOs and CIOs. Similarly, marketing loves the virality that social media and network effects facilitate. That requires top management commitment and oversight.

Management 8

Management Supply Chain CIO Core Competence 8

Harvard Business Review

OCTOBER 6, 2011

But I'm most fascinated by how Timeline plugs in to Facebook Connect to create a new class of empowered consumers who are willing to share their personal data with marketers in exchange for convenience, a personalized experience, and value. All sounds straightforward, right? So what does this mean for executives?

Management 9

Management CIO Reputation Class 9

Harvard Business Review

JUNE 20, 2013

The camera''s table sits in a virtual cloud, running on an operating system called CloudOS , which is programmed with KRL , or Kinetic Rule Language. Phil is the former CIO of Utah and a veteran entrepreneur with a Ph.D. Most of us are familiar with them as marketing gimmicks: "robot barf" in the corners of ads.

CRM 8

CRM CIO Marketing Call Center 8

Harvard Business Review

JANUARY 14, 2015

As a researcher and consultant to executives across diverse industries, I know how common it is for successful, high-performing people to lose their passion for work — and their commitment to their organizations — over time. When firms do so, it dramatically increases the commitment and impact of its stars.

CIO 8

CIO CFO Crisis Execution 8