Harvard Business Review

AUGUST 5, 2014

Instead, the last few years have seen a proliferation of C-suite titles that include a component of marketing. This diversity reflects not only a deepening understanding of the connection between growth and customer satisfaction, but a much greater awareness of what marketing can do to help forge that bond.

P&L 14

P&L Banking Marketing Call Center 14

Harvard Business Review

MAY 2, 2012

Everyone from product managers, to call center reps, to the front-line worker in the branch or store uses information to make decisions. When Bill in Finance generates his monthly Top Line report, Craig in Marketing can leave a comment on the "Revenue" column inquiring, "Is this billed revenue or booked revenue?"

Business Intelligence 16

Business Intelligence Budgeting Report Library 16

Harvard Business Review

JULY 19, 2013

For my company, I focused on a big market and found a profitable and attractive niche. Plan for a realistic amount of sales and interest so you can conservatively manage your finances. What is markedly different about the company is these rates are only available through the Getaroom.com call center. We built a U.S.-based

Entrepreneur 12

Entrepreneur Hotels Travel Call Center 12

Harvard Business Review

DECEMBER 13, 2013

I spent more than four hours listening in to client support calls at the call center. To say they were surprised is an understatement: Many CEOs never visit the call center, and virtually none do it their first afternoon on the job. So, what I do on my first day? I see this all too frequently.

Call Center 15

Call Center Learning-by-Doing CEO Planning 15

Harvard Business Review

JUNE 2, 2014

You have front-line employees who create what you sell or who deal directly with customers: software developers, sales reps, call-center staffers, and so on. You also have support staff, including the people in marketing, finance, HR, and other functions.

Cost 15

Cost Span of Control Management Bureaucracy 15

Harvard Business Review

OCTOBER 10, 2017

Three finance professors once asked more than 400 executives what they would do if their quarterly earnings targets were at risk. In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve We made a number of operational changes to the call center.

Organization 15

Organization Tactics Call Center Metrics 15

Harvard Business Review

MARCH 23, 2012

How many organizations would rely mainly on intuition when taking a new product to market? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. So early on, Finance and HR collaborated to simplify the process, reducing the number of data metrics.

Metrics 15

Metrics Parcell Call Center Productivity 15

Harvard Business Review

FEBRUARY 9, 2011

We call these people Cost Center Consumers, and they come in two flavors. They tie up your call centers, incur costly returns, and generate other costs that occur below the gross margin line, which is harder to see. Divas: These are high maintenance consumers who drive costs up after purchase.

P&L 15

P&L Supply Chain Retail Price 15

Harvard Business Review

DECEMBER 6, 2017

You can use old technology like a land line to enter your SSN or you can relay it to a call center employee in India who can verify it. For instance, based on your credit score, profession, age group, or zip code, marketers infer that you fit into specific marketing demographics. The SSN is easy and low tech.

Crisis 12

Crisis Insurance Technology Credit Scoring 12

Harvard Business Review

AUGUST 28, 2017

Thirty percent of early AI adopters in our survey — those using AI at scale or in core processes — say they’ve achieved revenue increases, leveraging AI in efforts to gain market share or expand their products and services. Furthermore, early AI adopters are 3.5 There’s no one-size-fits-all AI solution.

Survey 15

Survey Execution First-mover Advantage Technology 15

Harvard Business Review

APRIL 27, 2015

Moreover, Twitter is used by virtually all big Western companies either for marketing or to respond to customers—and sometimes both. call centers). The energy, finance, and technology sectors tend to tweet using a male-biased tone of voice. How do you measure empathy on social media?

Company 8

Company Airlines Brand Analysis 8

Harvard Business Review

MAY 8, 2017

In a study of S&P 500 and Global 500 firms, our team found that those leading the most successful transformations, creating new offerings and business models to push into new growth markets, share common characteristics and strategies. The same was true of Adobe’s Shantanu Narayen. The result was the Booking.com platform.

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

MAY 5, 2016

Stagnant growth in its core PC market recently led Intel to announce layoffs of roughly 12% of its workforce. The company will also eliminate a key chipset in the difficult tablet and smartphone market. This clean-sheet customer experience prioritization over more traditional call center KPIs had a huge effect.

Levitt 8

Levitt Disaggregation Kaizen Call Center 8

Harvard Business Review

AUGUST 31, 2018

They were employed in midlevel to upper-midlevel management positions in strategy, finance, marketing, legal, operations, and technology functions. The participants were American women whose racial and ethnic identity was African American/black, Asian American, Latin/Hispanic, or any combination of these races and ethnicities.

Management 15

Management Tacit Knowledge Diversity Leadership Pipeline 15

Harvard Business Review

APRIL 28, 2016

They’ve redesigned their core processes in the area of procurement (online shopping), talent acquisition (marketplaces), collaboration (social networking), market research (peer reviews), finance (mobile payments) and travel (room and ride sharing). Have you reinvented your core processes to the same degree?

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8