Harvard Business Review

MARCH 2, 2011

In its simplest terms, it means outsourcing your company's information technology (IT) needs, from data and storage to software. As Monroe says, "Cloud providers want to provide an hour of CPU time, a Gigabyte-month of storage, a CRM transaction, an email, or a web page for as little cost and as high a margin as possible.

Outsourcing 15

Outsourcing Energy Efficiency CRM 15

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. Some other CRM companies like Customer Matrix were founded with the idea of combining cognitive tools with customer transactional capabilities.

Organization 8

Organization Software CRM Technology 8

Harvard Business Review

JUNE 22, 2017

Some technologies from a decade ago are still in broad use, and I’ll describe them here too. There has been even more stability in analytical leadership, change management, and culture, and in many cases those remain the toughest problems to address. But we’re here to talk about technology.

Open-book 8

Open-book Software Supply Chain Technology 8

Harvard Business Review

FEBRUARY 8, 2016

In the early 1990s, executives and managers welcomed information technology — databases, PC workstations, and automated systems — into their offices. Managers noted historical trends and revised processes, and engineers developed code that was then baked into computing systems.

Process 8

Process Company Market Segmentation Early Adopters 8

Harvard Business Review

DECEMBER 6, 2018

Instead they are waiting for the technology to mature and for expertise in AI to become more widely available. They are planning to be “fast followers” — a strategy that has worked with most information technologies. We think this is a bad idea.

Company 8

Company Maturity System Engineering 8

Harvard Business Review

AUGUST 22, 2012

But when we dug more deeply into their previous work history, we found titles like "Consumer Engagement Lead," "VP, CRM & Loyalty Program Development," and "VP, Direct Response Marketing" — all customer intelligence positions. CI leaders already understand this.

Company 14

Company Business Intelligence CRM Marketing 14

Harvard Business Review

JANUARY 29, 2013

Managements may want to dramatically improve productivity but they're decidedly mixed about comparably increasing their accountability. The more managements learn about what analytics might mean, the more they fear that the business benefits may be overshadowed by the risk of weakness, dysfunction and incompetence exposed.

Resistance 8

Resistance Organization Supply Chain CRM 8

Harvard Business Review

JANUARY 6, 2016

Over the past 20 years, information technology and digital channels have changed the way consumers shop for products ranging from cars to homes to electronics. Business buyers are more connected and informed than ever before. CRM), tools (e.g., data management, analytics), infrastructures (e.g., Systems (e.g.,

B2B 8

B2B Information Information Technology CRM 8

Strategy Driven

JANUARY 24, 2014

contact management software, the product credited as the catalyst for the Customer Relationship Management industry, I’m surprisingly not a champion of the concept of ‘managing relationships’ at all. CRM Isn’t the Answer. Manage Your Reputation Instead. In other words, managing your reputation!

CRM 56

CRM Reputation Competitive Advantage Software 56

Harvard Business Review

AUGUST 5, 2013

Over the next two years, this change in how sales people interact with customers will redefine what the product content will be, how the sales staff will use a new CRM platform to record visits online, and how new insights will be derived from these interactions across sales, marketing, and brand management — ultimately driving decisions.

Organization 8

Organization CIO Compliance CRM 8

Harvard Business Review

FEBRUARY 14, 2013

And many in enterprise IT, from software engineers to IT managers, are moaning the loss of control as elegant, easy-to-use consumer technologies like the iPad and Dropbox reshape expectations in the corporate landscape. So the mental involvement for managing these apps can get out of control.

Software 8

Software Engineering Information Marketing 8

Harvard Business Review

NOVEMBER 6, 2013

Traditional training courses often fly into cultural walls of hierarchy and formality that prevent managers from falling in line. The types of compliance tools, CRM (customer relationship management) platforms, and supplier network systems a company adopts need to reflect this reality.

CRM 8

CRM Marketing Supply Chain NGO 8