Harvard Business Review

JULY 3, 2015

Today, however, by exploiting new digital technologies, firms like Apple, Lending Club, and AirBnB have made customer co-creation of value central to their business models and in doing so now rank among the world’s most innovative and valuable firms. Example: Jim’s firm has used the same CRM software for ten years.

CRM 8

CRM Brand Business Model Intangible Assets 8

Harvard Business Review

JULY 25, 2017

And as e-commerce outfits increasingly follow Amazon’s lead in adopting a purely data-driven model to provide greater value in the face of squeezed margins, retailers and service providers that don’t embrace technology will be at a major disadvantage. Sponsored by DXC Technology. Insight Center. Crossing the Digital Divide.

Loyalty 8

Loyalty Retail Real Estate Discount 8

Harvard Business Review

JANUARY 26, 2017

According to an assessment of over 700 sales professionals and senior executives conducted by GrowthPlay — a sales-focused consulting firm where one of us is Managing Director — the problem stems from gaps between the perceptions, attitudes, and information flows between executives and sales reps.

Execution 8

Execution Cost Telecommunications CRM 8

Harvard Business Review

DECEMBER 21, 2011

These salespeople earned lucrative commissions on sales to current customers and had little incentive to hunt for new customers. As sales took off, management continued to "share the wealth." Reduce commissions and other short-term incentives and offer more salary or even stock options that reward for longer-term sustained performance.

Company 14

Company Market Penetration Long-term Short-term 14

Harvard Business Review

AUGUST 15, 2014

It’s become commonplace for observers to tout the transformative potential of digital technologies and bemoan the allegedly slow pace at which companies support these initiatives. And is the key to success here the technology, or fundamental segmentation and buying-process criteria? are picking up steam.” are picking up steam.”

Media 9

Media ROI McKinsey Survey 9

Harvard Business Review

DECEMBER 20, 2018

In 2017, CIO magazine reported that around one-third of all customer relationship management (CRM) projects fail. Those failures can mean a lot of things — over-budget, data integrity issues, technology limitations, and so forth. I recently led a working session for a team of executives looking to select a CRM provider.

CRM 10

CRM Project Succession CIO 10

Harvard Business Review

JANUARY 9, 2014

Companies have long developed and managed their sales people differently from other employees, placing great emphasis on individual performance. The key difference is the degree to which reps have taken advantage of new technology (largely built into their CRM system) to share and learn from one another.

Team 9

Team Metrics Compliance Attrition 9

Harvard Business Review

NOVEMBER 6, 2013

One of the old tropes of the “African Tech Rising” narrative is the advantage posed by Africa’s lack of what technology vendors call an installed base — that is to say, the lack of pre-existing installations of enterprise applications. Some multinationals simply rely on ‘co-imagination’ partners on the ground to help them think this through.

CRM 8

CRM Marketing Supply Chain NGO 8

Harvard Business Review

MARCH 23, 2015

We’ve hit a point of acceleration in video and wearable technologies that provide us with information that we’ve never had in the past about how to optimize player performance. We talk about things like yield management, demand curves, and perishable inventory — factors that dictate our pricing strategies.

Price 8

Price Team Sports Franchising 8

Harvard Business Review

JUNE 22, 2018

Across the technology industry, subscription sales models are growing in popularity. As ongoing account management activities consumed more and more sales time, new customer acquisition slowed down–and the company’s revenue growth began slowing, too. CAPTION TEXT HERE/Getty Images. The Pros and Cons of a Single Sales Role.

Business Model 9

Business Model Guidelines Team Incentives 9