Strategy Driven

SEPTEMBER 10, 2019

Home call center or customer support agent. It is fairly straight forward to set up an online business, there are many apps and software to manage your finances and invoicing and it is quick and easy to get professional websites and marketing material produced. Online tutoring. Freelance writing. Transcription.

Telemarketing 50

Telemarketing Software Call Center Retail 50

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. Set learning goals.

Organization 12

Organization Tactics Call Center Metrics 12

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 10

P&L Banking Marketing Call Center 10

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

Harvard Business Review

MARCH 23, 2012

How many organizations would rely mainly on intuition when taking a new product to market? Are employees fully engaged and motivated? Once the shining example of call-center customer service, they dropped to nearly last in the industry in customer satisfaction in 2007. How can we detect the need for change? Take Sprint.

Metrics 13

Metrics Parcell Call Center Productivity 13

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. Yes, women as well as men must be intrinsically motivated to aspire to leadership roles and seize opportunities. I had a very diverse team with a very different and strong culture.

Management 13

Management Tacit Knowledge Diversity Leadership Pipeline 13

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