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Help Your Team Spend Time on the Right Things

Harvard Business Review

For two years, this nearly 130-person unit had worked hard to drive customer relevance, generate demand, and increase loyalty in partnership with its sales teams across North, South and Central America. Sales was still dependent on them to do the traditional marketing activities. This allowed them to redeploy time to new initiatives.

Team 8
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Before You Link Pay to Customer Feedback: Five Essentials

Harvard Business Review

TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Your CFO and finance team can take a leadership role here. On the macro level, you can estimate the value of achieving customer loyalty leadership in terms of market share gains or revenue growth.