The Center For Leadership Studies

JUNE 27, 2023

Consumers expect businesses to have a complete digital presence regardless of whether the organizations operate in commerce, banking or other sectors. It provides personalized customer service and experiences and offers relevant information and support in one dashboard. What Is Digital Onboarding?

FAQ 52

FAQ CRM Compliance Information Technology 52

Harvard Business Review

AUGUST 9, 2012

The history of Customer Relationship Management (CRM) systems holds valuable lessons. The first wave of CRM systems got a boost with success stories in an HBR Article (" Automation to Boost Sales and Marketing ") in 1989 by Moriarty and Swartz. Billions of dollars and millions of hours were spent to build and operate these systems.

CRM 13

CRM Micromanagement Technology Maturity 13

Harvard Business Review

MAY 15, 2012

To stay competitive, organizations need to continually find opportunities for innovation in key processes such as customer service and product development, and adoption of a new process almost always requires the implementation of new information technology. Yet organizations that implement an enterprise system ( ERP , CRM , SCM , etc.)

Process 11

Process Innovation Hammer Resistance 11

Harvard Business Review

JUNE 26, 2013

Carr predicted that an organization''s ability to compete through investing in information technology was about to change dramatically. The IT boom of the 1980s and early ''90s had brought information technology to the corporate masses, unleashing the first full-scale technology revolution in the enterprise.

Supply Chain 8

Supply Chain Competitive Advantage Information Technology How To 8

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. In my last book, Green Recovery , I focused on IT as one of five operational areas where green initiatives help companies save money quickly (the others were facilities, distribution, telework, and waste).

Outsourcing 15

Outsourcing Energy Efficiency CRM 15

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. Predictive powers gained by machine-reengineering are fundamentally improving the safety of operations. They saw the potential for significant business gains.

Process 8

Process Company Market Segmentation Early Adopters 8

Harvard Business Review

JULY 19, 2013

For example, successfully deploying CRM software on time and to budget will deliver little unless sales, customer services, and fulfillment processes are redesigned, staff trained to have the right conversations with customers, data quality improves, and marketers build the right competencies to use all the data that will now be available to them.

CIO 8

CIO CAPEX Budgeting CRM 8