Harvard Business Review

AUGUST 24, 2016

Whether you’re a corporation, a nonprofit or a government agency, chances are that your approach to customer relationships at a system-wide level begins and ends with CRM (customer relationship management) software — yet its implementation rarely does much to foster real relationships. It’s a result of misguided strategy.

CRM 8

CRM Execution CTO Metrics 8

N2Growth Blog

APRIL 2, 2010

With each major advancement in technology, communications, or business practice we find ourselves yet again at this all too familiar precipice. Forget all the buzzwords and acronyms, social media is about meeting your constituencies where they are – in a setting of their choosing, and communicating with them on their terms.

Media 325

Media Blog Tools Influence 325

Ask Atma

MAY 5, 2012

As technology-satellites, cellular networks, etc…- made the transmission and reception nearly instantaneously, this float collapsed. Today, technologies such as social media, smart phones, high-speed data mining, ubiquitously networked electronic devices, etc… have precipitated the collapse of the customer feedback float. Add-ons.

Business Model 93

Business Model Ries Agility Entrepreneur 93

Ask Atma

JANUARY 2, 2011

Move towards developing a long-term relationship with a single supplier. Customer relationship management (CRM) – a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. CRM has three principal objectives: Acquire new customers. Improve supervision.

Management 40

Management CRM Objective Human Resources 40

Harvard Business Review

OCTOBER 19, 2016

I’m teaching a new course this semester on cognitive technologies (AKA artificial intelligence) to Babson MBAs. Many of them are new to this set of technologies, and seeing the topic through my students’ eyes has made me realize how overwhelming it can be. Insight Center. The Automation Age. Sponsored by KPMG.

Organization 8

Organization Software CRM Technology 8

Harvard Business Review

MARCH 14, 2018

Conversations focus mainly on negotiating price and payment terms. But along with fax machines and long golf games, these features of B2B life have all but disappeared due to the astonishing change in technology over the past two decades.

B2B 8

B2B Schein Forrester CRM 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

FEBRUARY 29, 2016

Most startup founders are deeply committed to the companies they have launched and heavily invested in the dream of leading the company to long-term business success. Entrepreneurship for the Long Term. Insight Center. Sponsored by Northern Trust. Set your company up for success. Resistance to change must be overcome.

CEO 8

CEO Tacit Knowledge Chief Technology Officer How To 8

Harvard Business Review

DECEMBER 21, 2011

Inability to adapt : As the product line at a technology company broadened to meet the needs of customers seeking comprehensive business solutions, sales leaders planned to expand the company's sales force by adding specialists who could bring technical product expertise to customers. Some ways to do this include: 1.Multiplexing

Company 14

Company Market Penetration Long-term Short-term 14

Harvard Business Review

MARCH 11, 2013

These interviews were conducted with salespeople across a wide variety of industries including high technology, telecommunications, financial services, consulting, industrial equipment, healthcare, and electronics, to name a few. Increasingly, purchasing has more say over decisions that were previously made solely by business areas.

CRM 16

CRM Telecommunications Price Long-term 16

Harvard Business Review

MARCH 11, 2013

Last month, when I tweeted to American Airlines about a delay, no one tweeted back to me and no one realized that the tweet was also from a long-standing AAdvantage Gold member. These siloes include: What they're saying — social CRM. Improve a customer's lifetime value by better engaging them over the long term and with purpose.

Brand 16

Brand Advertising Airlines CRM 16

Harvard Business Review

DECEMBER 29, 2014

Perhaps the biggest challenge for sales ops leaders is delivering a huge diversity of work, while operating in a constantly changing business and technology environment. •Manage sales force automation and CRM systems and processes. •Evaluate sales force strategies, plans, goals, and objectives.

Offshoring 10

Offshoring Outsourcing Analysis Incentives 10

Harvard Business Review

DECEMBER 26, 2017

As Henry Mintzberg noted in The Structuring of Organizations in 1979, “The words centralization and decentralization have been bandied about for as long as anyone has cared to write about organizations.” ” And that is a pretty long time, at least since 400 B.C., Avoiding duplication. brands and capital).

Decentralization 8

Decentralization Efficiency Mintzberg Operations 8

Harvard Business Review

NOVEMBER 22, 2016

Although this centers the organization on achieving in-year goals, it hinders efforts to maximize the long-term value of customer relationships. It’s a common misconception that a company must invest in new data warehouses or CRM systems before taking action. Create dynamic, high-resolution customer profiles.

Insurance 8

Insurance P&L CRM Telecommunications 8

Harvard Business Review

NOVEMBER 6, 2015

Yet ad blockers have been around almost as long as online advertising — certainly as long as we’ve had browser add-ons and extensions. For example, look for new ways of setting terms of engagement that we each assert in our dealings online. Terms by which individuals deal with companies will solidify.

Advertising 8

Advertising CRM Long-term Short-term 8

Harvard Business Review

MAY 30, 2017

Jacobi went for a long walk in Riverside Park and happened to bump into Or Shani, CEO of an AI firm, Adgorithms. It was winter in New York City and Asaf Jacobi’s Harley-Davidson dealership was selling one or two motorcycles a week. It wasn’t enough. Could Liberate 50% of Managers' Time. Here's what they should focus on.

ROI 14

ROI Tools Marketing CRM 14

Harvard Business Review

SEPTEMBER 10, 2012

And, as long as solutions to customer experience problems are sold only to vendors who use those solutions to increase "switching costs" and other annoyances, the frictions for both customers and vendors will only increase. Think of it as the customer-side counterpart of CRM, or customer relationship management. SITE: Good. USER: Good.

CRM 15

CRM Discount Download Policies 15

Harvard Business Review

MARCH 11, 2013

These interviews were conducted with salespeople across a wide variety of industries including high technology, telecommunications, financial services, consulting, industrial equipment, healthcare, and electronics, to name a few. Increasingly, purchasing has more say over decisions that were previously made solely by business areas.

CRM 9

CRM Telecommunications Price Long-term 9

Harvard Business Review

MARCH 11, 2013

Last month, when I tweeted to American Airlines about a delay, no one tweeted back to me and no one realized that the tweet was also from a long-standing AAdvantage Gold member. These siloes include: What they're saying — social CRM. Improve a customer's lifetime value by better engaging them over the long term and with purpose.

Brand 9

Brand Advertising Airlines CRM 9

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. Where do you think the NBA should be focusing in terms of digital coverage? In sports, the big cost driver is really players’ salaries.

Price 8

Price Team Sports Franchising 8

Harvard Business Review

DECEMBER 13, 2017

If the company is building a SaaS CRM, there may be more requirements around experience with go-to-market and customer lifecycles than how the product itself is built. Pro: Engineering can focus on coding without a lot of distraction; this tends to work well for Waterfall development shops with long lifecycles.

Productivity 8

Productivity Products Core Competence Management 8