Harvard Business Review

AUGUST 21, 2014

Census Bureau, ComScore, eMarketer, and Forrester. In general, however, e-commerce operations aren’t as cheap to run as most people think. Their economics greatly resemble those of mail order catalogs—in fact, many e-commerce businesses continue to use catalogs in their marketing mix—and they aren’t all favorable.

Retail 8

Retail Price Forrester Merchandising 8

Harvard Business Review

JULY 13, 2015

However, operating income was $178 million (thus, a measly 0.2% operating margin) which resulted in a $241 million net loss. Quite simply, Prime has saturated the Whale Buyer market and is now hunting for smaller volume customers to fuel growth. In FY14, for example, Amazon had an impressive $89 billion in revenues.

Retail 8

Retail Price Forrester Discount 8

Harvard Business Review

APRIL 18, 2011

While many of these executives hold the title of Chief Customer Officer, others go by names like Chief Client Officer (at OptumHealth), Chief Experience Officer (at Cigna), Executive Vice President, Member Experience (at USAA), or Chief Global Customer and Marketing Officer (at Dunkin' Brands). Senior leaders are in a new position.

B2C 14

B2C B2B Forrester Budgeting 14

Harvard Business Review

JULY 14, 2016

Such a high failure rate isn’t surprising, as leaders are trying to create entirely new competencies and wedge them into an organization with strong legacy cultures and operating models. For example, increasing your marketing spend for digital channels or upgrading internal communication systems. You manage what you measure.

Business Model 8

Business Model Human Capital Real Estate Forrester 8

Harvard Business Review

JUNE 27, 2013

In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team''s strategy for customer experience is market differentiation. Why haven''t we seen more and more companies earning excellent scores in Forrester''s Customer Experience Index ?

Innovation 8

Innovation Forrester Business Model Long-term 8

Harvard Business Review

APRIL 26, 2011

Companies like Salesforce.com, Philips, and Oracle have appointed chief customer officers, while many other B2B players have embarked on enterprise-wide efforts to improve their marketing, sales, and support interactions. Kerry Bodine is a Principal Analyst at Forrester Research where she serves Customer Experience professionals.

B2B 15

B2B Airlines Travel Stage-Gate 15

Harvard Business Review

MAY 3, 2017

Lucia Luce Quinn is Chief People Officer at Forrester Research. Rick Jensen, who left a big job in marketing to become SVP, Chief Talent Officer at Intuit, recalled a lesson he learned in marketing: “Fall in love with the problem.” Upon arriving, she flatly refused the CEO’s offer of the CHRO role.

Quinn 13

Quinn Execution CFO Forrester 13

Harvard Business Review

MARCH 28, 2018

Healthcare data is also highly prized on the black market because there are so many lucrative ways to use it fraudulently, so it’s often a more attractive target than financial or other personal data. No two organizations are the same, and neither are the cultures and contexts in which they operate.

Health Care 9

Health Care Forrester Policies Tactics 9

Harvard Business Review

JUNE 10, 2013

Most telecom operators and banks fall in this quadrant. Many health insurers are in this spot, since they typically rate at the bottom of scores like the Forrester Customer Experience Index. Innovations in Digital and Mobile Marketing An HBR Insight Center. Internet Marketing Technology'

Quality 8

Quality Strategy Forrester Insurance 8

Harvard Business Review

APRIL 19, 2016

becoming the second largest smartphone market in the world. Forrester Research reports that online spending in India will grow to nearly $75 billion by 2020, from $12.1 Clearly, there’s awareness and connectivity between major corporate leadership and the prospective tech market in India. Although only one-fifth of its 1.3

Price 8

Price Globalization Forrester Marketing 8